Not upheld: unauthorised transactions / refund claim complaint against HSBC UK Bank PLC
Financial Ombudsman decision DRN-6333220 of 2026-05-06T00:00:00+00:00. unauthorised transactions / refund claim complaint against HSBC UK Bank PLC. Outcome: Not upheld.
Decision detail
| Reference | DRN-6333220 |
|---|---|
| Decision date | 2026-05-06T00:00:00+00:00 |
| Firm | HSBC UK Bank PLC |
| Product | current account |
| Claim type | unauthorised transactions / refund claim |
| Outcome | Not upheld |
| Remedy | None. HSBC is not required to refund the disputed transactions. |
Summary
Mrs K complained that HSBC refused to refund disputed transactions made between 10-18 April 2025 that she claimed were unauthorised. HSBC maintained the transactions were authorised, as they were made on Mrs K's own device using her PIN with no evidence of compromise. The ombudsman reviewed the technical evidence and found no plausible explanation for how an unauthorised third party could have accessed Mrs K's device and app credentials. The ombudsman upheld HSBC's decision, finding the transactions were either authorised by Mrs K or made with her apparent authority, and declined to order any refund.
The Ombudsman's reasoning
The ombudsman found no plausible explanation for how an unauthorised third party could have accessed Mrs K's device and online banking credentials. The device was registered to Mrs K, remained in her possession, and showed no signs of compromise. The transactions required entry of the app passcode, which is Mrs K's responsibility to protect. Either Mrs K authorised the transactions or gave apparent authority to someone else through negligent handling of her device passcode.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| HSBC UK Bank PLC, all decisions | 7,532 | 23% |
Source
Read the original decision on the Financial Ombudsman Service website