3.3 Customer can quantify the amount claimed, and their accounts are in order
The complaint should be dealt with by employees within the branch who hold the appropriate Personal Refund Authority relative to the amount being claimed. The cost of handling complaints can exceed the amount being requested by the customer, therefore, for commercial reasons, employees with an appropriate Personal Refund Authority (PRA) may make a judgemental decision to seek resolution.
If the amount requested is within your PRA, you should:
Seek to resolve the enquiry whenever possible, including partial settlement wherever appropriate.
If a decision to refund is made, ensure that the customer understands that the refund is made on a goodwill basis only, and does not reflect in any way upon our legal right to impose and recover these charges.
Ensure the customer agrees that the refund is in
Full and final
settlement, and that no further refunds will be considered in relation to any future or past charges.
Advise the customer that we are noting their agreement to this settlement on our systems for record. You should make such a record when logging the complaint as a Service Failure, and mark it as ‘Resolved’.
HSBC refunds policy (internal document)
intranet document I managed to get hold of - I found an interesting point:
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