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.
Contact us – we’re here to help
Speak to our UK based support team on
If you’re an existing customer and use ‘Business Internet Banking’ then the quickest and most secure way is to use the ‘Contact and Support/Secure Messages’ area to send us an email, once you have logged on.
Write to us at the following address:
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. We aim to answer all complaints about a payment service within 15 calendar days. If there are exceptional circumstances beyond our control we may take up to 35 calendar days. If your complaint is not about a payment service we will provide a response within 8 weeks. Although we will normally be able to resolve concerns much earlier, on occasion if we're unable to respond within 8 weeks, we'll contact you with an update.
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 we fail to respond in the timescales above you can refer your complaint to the Financial Ombudsman Service. You may be able to refer your complaint to the Financial Ombudsman Service before you receive our final response, we will let you know if this is applies to you. You have six months from the date of our final response to refer your complaint to them.
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.
Business Banking Resolution Service (BBRS)
If your complaint is not eligible for the Financial Ombudsman Service, you may be able to have your complaint reviewed by the Business Banking Resolution Service (BBRS).