Not upheld: lost funds in international transfer / payment recall failure complaint against HSBC UK Bank Plc

Decision detail

Summary

Mr H complained that HSBC lost his £14,000 transfer to Brazil and subsequently treated him neglectfully. The transfer was sent on 30 June 2025 to an account Mr H stated was already closed. The receiving bank indicated it could not credit the account and requested information, which HSBC provided along with a return request. However, the receiving bank did not respond to further communications from HSBC or the UK intermediary bank. Although Mr H provided a screenshot allegedly showing the funds were returned on 23 July 2025, the UK intermediary bank could not trace the payment. The ombudsman found HSBC made reasonable attempts to recall the payment and was not responsible for the loss due to the receiving bank's lack of cooperation, and therefore did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that HSBC followed appropriate procedures for international payment recalls on a best endeavours basis. The receiving bank's lack of cooperation and failure to respond to multiple requests from HSBC and the UK intermediary bank meant HSBC could not be held responsible for the loss. The screenshot provided by Mr H was not considered conclusive proof that funds were returned. HSBC made reasonable attempts to assist Mr H and kept him informed as best it could given the circumstances.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website