Not upheld: unauthorised direct debit transactions / direct debit guarantee claim complaint against HSBC UK Bank Plc
Financial Ombudsman decision DRN-6395759 of 2026-06-01T00:00:00+00:00. unauthorised direct debit transactions / direct debit guarantee claim complaint against HSBC UK Bank Plc. Outcome: Not upheld.
Decision detail
| Reference | DRN-6395759 |
|---|---|
| Decision date | 2026-06-01T00:00:00+00:00 |
| Firm | HSBC UK Bank Plc |
| Product | Current account |
| Claim type | unauthorised direct debit transactions / direct debit guarantee claim |
| Outcome | Not upheld |
| Remedy | None. No further action required from HSBC. |
Summary
Mr S complained that HSBC failed to refund unauthorised council tax direct debits dating back to 2009. HSBC refunded £1,303.12 for the period January 2017 to December 2022 but declined to refund earlier transactions, citing inability to access records beyond six years. The ombudsman restricted consideration to September 2021 onwards due to FOS jurisdiction rules and the joint account period. Finding that HSBC's refund of £1,303.12 covered all direct debits in the relevant period (£303.12), the ombudsman concluded Mr S suffered no financial loss and HSBC acted fairly, not upholding the complaint.
The Ombudsman's reasoning
The ombudsman applied time limits to the complaint, restricting consideration to September 2021 onwards due to the joint account status and FOS jurisdiction rules. For the period within scope, HSBC's internal records showed direct debits of £303.12, which matched the refund amount of £1,303.12 provided. Therefore, Mr S suffered no financial loss for the period considered, and HSBC had acted fairly under the direct debit guarantee.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| HSBC UK Bank Plc, all decisions | 7,532 | 23% |
| Current account, all decisions | 47,823 | 19% |
Source
Read the original decision on the Financial Ombudsman Service website