Not upheld: Service failures generally complaint against HSBC UK Bank Plc

Decision detail

Summary

Mr and Mrs G complained to HSBC about a buy-to-let re-mortgage where they were charged an unexpected lease approval fee not covered in the conveyancing package, had no choice of conveyancer, and experienced delays that extended their SVR charges. HSBC partially upheld the complaint, reimbursing £465.37 in differential interest and paying £200 compensation but rejecting the conveyancing fee claim. The ombudsman found HSBC's settlement fair, determining that the package terms were adequately disclosed, alternative products were available, and the estimated completion date and compensation were reasonable given the circumstances.

The Ombudsman's reasoning

The ombudsman found that HSBC's 'fees included' package was standard practice and contingent on lender selection of conveyancer. HSBC provided adequate information about what was and was not included, and offered an alternative product. The conveyancing fee for lease approval was a professional judgment call by the conveyancer. Regarding delays, HSBC's estimate of a 23 May 2025 completion date (rather than 11 May 2025) was reasonable as it was based on how long the replacement transaction took, accounting for the aborted initial application. The £200 compensation for time, trouble and upset was fair given the circumstances.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website