Financial Conduct Authority

The Financial Conduct Authority requires us to publish the following information about our business current accounts:

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 and mobile app issues, help is available on screen via the webchat service.

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 0345 6022014, lines are open 8am to 8pm Monday to Friday and 8am to 2pm on Saturdays.

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	Can only cancel a standing order 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	not possible	not possible	Monday to Sunday, 24 hours
Cancelling a cheque	Monday to Friday, 8am to 8pm and Saturday, 8am to 2pm (subject to change over certain periods)	Monday to Friday, 8am to 8pm and Saturday, 8am to 2pm (subject to change over certain periods)	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 Friday, 8am to 8pm and Saturday, 8am to 2pm (subject to change over certain periods) 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 from 1 October to 31 December 2023	In the 12 months from 1 January to 31 December 2023
Total number of incidents reported	3	10
Incidents affecting telephone banking	0	0
Incidents affecting mobile banking	2	5
Incidents affecting internet banking	1	7

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 35% of customers; On average, in 5.4 days; and Within 28 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 In the 3 months between 1^st October to 31^st December 2023 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/products/small-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.

The Open Banking Performance & Availability Report for HSBC Business Banking can be found here.

The Open Banking Performance & Availability Report for HSBC Kinetic can be found here.

The Open Banking Performance & Availability Report for HSBC Corporate Banking can be found here.

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)	HSBC Business Internet Banking via live chat	HSBC Mobile Banking via live chat
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)
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)	Monday to Friday, 8am to 8pm Saturday, 8am to 2pm (subject to change over certain periods)