Complaints

Contact us – we’re here to help

At HSBC we are committed to providing you with a first-class service and effectively delivering the products and services you need. Even with the best of intentions, we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible. We’ll investigate the situation and where necessary, set about putting things right as quickly as possible. We will also take steps to avoid similar problems happening in the future.

Telephone Online Post
Speak to our UK based support team on
03457 6060601 (+44 1226 260 878)2

Or contact your Relationship Manager

Textphone
03457 125563
If you’re an existing customer and use ‘Business Internet Banking’ then the quickest and most secure way is to use the ‘My Messages’ area to send us an email, once you have logged on.

If you don’t currently use our Business Internet Banking service or don’t bank with HSBC then you can email us at Commercial.customer.relations@hsbc.com or complete our online form.
Write to us at the following address:

Customer Relations,
Business & Corporate Banking,
HSBC Bank Plc.,
PO Box 6125,
Coventry,
CV3 9GW

For general enquiries:

HSBC Bank plc,
Harry Weston Road,
Binley,
Coventry,
West Midlands,
CV3 2SH

Our complaints process

What happens when you first complain?

We will always try to resolve your concerns there and then. If this is not possible, we will fully investigate all the issues you have raised and aim to resolve them as quickly as we can, by speaking with you or writing to you. Sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress throughout.

What can you do if you're not satisfied with the response to your complaint?

Where you are not satisfied with our final response or eight weeks have passed since you first raised your complaint you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our final response to refer your complaint to them.

Phone: 0800 0 234 567 or 0300 123 9 123
Log on to: www.financial-ombudsman.org.uk3
Email: complaint.info@financial-ombudsman.org.uk
Write to: The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR

For further information on the scope of the Financial Ombudsman Service please refer to
www.financial-ombudsman.org.uk3

The Financial Ombudsman Service offers a free and independent service, although there are some limitations on what they can look into. Their service does not apply to customers of our branches in the Channel Islands or the Isle of Man, but you could be entitled to refer your concerns to the Financial Services Commission in Jersey or Guernsey, or the Financial Ombudsman Scheme for the Isle of Man. Please contact us for more information if you need to.

1All lines are open 8am to 10pm every day. Calls may be monitored or recorded for quality and training purposes.
2If calling from outside the UK.
3These links may allow you to access other websites. Please read the linked websites' terms and conditions. HSBC Bank plc has no control over non-HSBC websites and is not liable for your use of them.

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