The Ombudsman has sided with bank!
See below
Quote
"I'm not disputing that there is an option to have Braille statements
printed on one side. What I was trying to explain is that HSBC
unfortunately
don't have the option to print Braille statements on one side - as
this
is what it told me. HSBC is required to make reasonable adjustments
to allow its customers to use its services in the same way as everyone
else. Although I appreciate you'd prefer to have your bank statements
printed on one side, I can't say HSBC must fulfil your individual
preference. The change HSBC has made with its Braille services in
my opinion is reasonable.
I appreciate you think HSBC have provided me mis-leading information,
but I don't have any reasons to doubt what they've said. You've
also disagreed with the idea that HSBC do this to cut down on paper.
You've said non-Braille statements have general information on the
back of each page, therefore these statements are one sided. I
appreciate the point you've made here, however this is HSBC's choice
and it may have a business need to do this.
Thank you for letting me know that you're happy for me to speak
to your sister, George Bell, or Steve Tyler. But I don't think it
is necessary for me to speak to them as I feel I have understood
your complaint from what you have told me and our service already.
Unfortunately my opinion on your complaint remains the same as I
don't think HSBC have made unreasonable changes to its Braille
services.
I would also like to explain that as a service we try to resolve
consumer-business disputes informally. We are not here to punish
businesses or to tell them what to do. We have no such power as it is
the role of the Financial Conduct Authority to regulate this industry.
I hope the above has been clear and helpful.
Yours sincerely,
Salma Begum-Ali
adjudicator | Financial Ombudsman Service
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