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)
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)
44- 1792-494-394 (overseas)

Checking the balance and transactions

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Sending money within the UK, including setting up a standing order

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Sending money outside the UK

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Paying in a cheque

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Cancelling a cheque

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Cash withdrawal in a foreign currency outside the UK

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

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 Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

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 Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Third party access to an account, for example under a power of attorney

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Problems using internet banking or mobile banking

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Reporting a suspected fraudulent incident or transaction

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

not possible

Progress following an account suspension or card cancellation, e.g. following a fraud incident

No

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

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 Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

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 6pm Monday to Friday.

Note: HSBC also offers HSBC Kinetic a Business Current Account a mobile app based banking service for sole traders and single director sole shareholder companies. The app allows customers to manage all their business finances from their mobile. Find out more.

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 Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Sunday,
24 hours

Monday to Sunday,
24 hours

Setting up a standing order

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

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 Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 3.30pm

not possible

Paying in a cheque

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Friday,
8am to 8pm

Saturday,
8am to 2pm

(subject to change over certain periods)

Monday to Sunday,
24 hours

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 April to 30 June 2022

In the 12 months between 1 July 2021 to 30 June 2022

Total number of incidents reported

2

14

Incidents affecting telephone banking

0

0

Incidents affecting mobile banking

1

9

Incidents affecting internet banking

1

10

Important notes on incidents preventing our customers from using our payment services;

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.

How quickly do we open business current accounts?

We give customers an account number and enable them to start paying into the account:

  • the same day, for 41% of customers;
  • on average, in 4.5 days; and
  • within 29 days for 99% of customers

These figures are based on the time taken from our receiving all the information and documents we ask for here, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

  • the same day, for 0% of customers;
  • on average, in 3 days; and
  • within 3 days for 99% of customers.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

  • the same day, for 0% of customers;
  • on average, in 5 days; and
  • within 5 days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

  • the same day, for 98% of customers;
  • on average, in 0 days; and
  • within 0 days for 99% of customers.

The above metrics cover the period from 1 April to 30 June and will be refreshed quarterly to reflect current performance levels.

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

  • the same day, for 0% of customers;
  • on average, in 3 days; and
  • within 3 days for 99% of customers.

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

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