Partially upheld: Service failures generally complaint against HSBC UK Bank Plc

Decision detail

Summary

Mrs L submitted a DSAR to HSBC in February 2026 requesting transaction history from a closed account to support probate proceedings. HSBC initially responded incorrectly, stating it held no data for accounts opened after 2020, without properly considering Mrs L's detailed supporting documentation including the closed account details and evidence of name changes. After Mrs L complained, HSBC acknowledged the error and advised her to attend a branch for verification, which she did, and the information was subsequently provided. HSBC paid £100 compensation, which an investigator recommended be increased to £250 total. Mrs L rejected this and requested ombudsman review. The ombudsman upheld the investigator's recommendation, finding the four-week delay was unfair but that total compensation of £250 was reasonable given that branch verification was ultimately necessary.

The Ombudsman's reasoning

HSBC failed to properly process the DSAR by not addressing Mrs L's specific question or considering the supporting documents provided. This caused a delay of approximately four weeks before Mrs L was correctly advised to attend a branch. However, branch attendance was ultimately necessary for document verification and account linking, which HSBC could not do remotely. While Mrs L's need for proof of the 2015 payment for probate proceedings caused additional anxiety, the total compensation of £250 is fair and reasonable given the circumstances and the fact that the information was ultimately provided.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website