HSBC CIFAS Marker — Marker removed after FOS
The situation
HSBC placed a False Application marker after alleging that A's mortgage application contained inaccurate information. A maintained that all information provided was correct at the time of application. HSBC refused to engage with A's complaint at all.
Our approach
The complaint was prepared with: (1) evidence that the application information was accurate, (2) payslips, bank statements, and employment confirmation matching the application, (3) UK GDPR accuracy arguments, and (4) a challenge to HSBC's standard of proof.
Issuer response
HSBC did not engage with the complaint. They did not respond within the 8-week deadline.
Escalation
After 8 weeks without response, we prepared the FOS referral with the full evidence pack. The Financial Ombudsman investigated and ruled in A's favour, ordering HSBC to remove the marker and pay compensation for distress.
Result
Marker removed after FOS ruling. HSBC ordered to pay compensation. Total timeline: 8 weeks from complaint to FOS referral, then FOS decision.
Key takeaway
If the institution refuses to engage with your complaint, that actually strengthens your FOS case. The 8-week deadline is your trigger to escalate — you don't need their permission.
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