Financial Conduct Authority

The Financial Conduct Authority requires us to publish the following information about our business current accounts:
How and when you can contact us to ask about the following things:
  24 hour help? Telephone Internet banking Mobile banking
Contact details  

General enquiries
03457-60-60-60 (UK)
44-1226 -260-878 (overseas)
Textphone (General Enquiries)
03457-125-563 (UK)
44-1792-494-394 (overseas)
Business Internet Banking
0345- 602-2014 (UK)
44- 1226-260-878 (overseas)
Lost or stolen cards
03456- 007-010 (UK)
44-1442-422-929 (overseas)
Textphone (Lost and stolen cards)
0800-0283-516 (UK)
44- 1792-494-394 (overseas)

HSBC Business Internet Banking  HSBC Mobile Banking
Checking the balance and transactions No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Sending money within the UK, including setting up a standing order No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Sending money outside the UK No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Paying in a cheque No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Cancelling a cheque No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Cash withdrawal in a foreign currency outside the UK No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse payments due to lack of funds No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Third party access to an account, for example under a power of attorney No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Problems using internet banking or mobile banking No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Reporting a suspected fraudulent incident or transaction No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Progress following an account suspension or card cancellation, e.g. following a fraud incident No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available No Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 6pm
not possible

 

Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.

Note: For the telephone hours listed above you will be able to speak to a person regarding your enquiries. For Business Internet Banking issues, help is available on screen via the webchat service. This is not yet available for Mobile Banking.

Note: Alternatively if you wish to speak to a person about your Business Internet Banking or Mobile Banking you can do this via the Business Internet Banking helpdesk number 03456022014, lines are open 8am to 10pm every day.

How and when you can use your bank account to do the following things:

 

Telephone banking

 

Internet banking

 

Mobile banking

 

Checking the balance

Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours

Accessing a transaction history

Monday to Sunday,
8am to 10pm
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours

Setting up a standing order

Monday to Sunday,
8am to 10pm
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours

Sending money within the UK

Monday to Sunday,
24 hours
Monday to Sunday,
24 hours
Monday to Sunday,
24 hours

Sending money outside the UK

Monday to Sunday,
8am to 10pm
Monday to Friday,
8am to 3.30pm

 

not possible

 

Paying in a cheque

not possible

 

not possible

 

not possible

 

Cancelling a cheque

Monday to Sunday,
8am to 10pm
Monday to Sunday,
24 hours
not possible

 

 

Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

Note: For customers registered for telephone banking it is possible to use the automated service 24 hours daily to check your balance and make a payment in the UK to an existing payee on your account.

Note: To send money outside of the UK the instruction can be taken at the telephone Monday to Sunday 8am to 10pm but the payment will not be sent until the next working day.

         

Information about operational and security incidents
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

 

In the 3 months between 1 July 2018 and 30 September 2018

In the 6 months between 1 April 2018 and 30 September 2018

Total number of incidents reported

4

10

Incidents affecting telephone banking

0

1

Incidents affecting mobile banking

0

2

Incidents affecting internet banking

0

1

 

Note: This data is reported for HSBC Bank Plc as a firm for the period 1 April 2018 - 30 June 2018, and HSBC UK Bank Plc from 1 July 2018. Not all incidents will have impacted HSBC UK business current account customers.

Note: In some cases an incident may not have impacted any of the above service categories, or in some cases may have impacted more than one category e.g. both telephone banking and internet banking.

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.
The most recent summary is available at www.hsbc.co.uk/help/feedback-and-complaints/complaints-data/

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk/.

 

Opening a current account with us

Click here to find out how you can open an account, and what information and documents you need to give us to open an account.

To open this account, a new customer will need to provide us with the documents and information set out at https://business-account-opening-guide.ukfinance.org.uk/ and, https://www.business.hsbc.uk/en-gb/everyday-banking/business-accounts/start-up-business-bank-account
We may request additional information or documents in individual cases.

You can open an account:

  • without visiting a branch

In some cases

  • where a visit to a branch is required, without an appointment

No

  • by sending us documents and information electronically

In some cases

  • by post

No

 

The Competition and Markets Authority (CMA) also require us to publish our Service Quality Indicator results which capture our current account customers’ likelihood to recommend key services. These results can be found at CMA results

The requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found click here.

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