Complaints and compliments

 

Contact us and have your say

Wherever possible we aim to resolve matters for you as soon as you tell us about them by either talking to you, or by writing to you.

Depending on the nature of the issue we may not be able to resolve it as quickly as we would want to. If this is the case, we will acknowledge your complaint within five working days of receiving it. We will fully investigate all the issues raised and endeavour to resolve your complaint as quickly as possible.

complaints

Telephone

Personal banking customers
08457 4044041 (+44 1226 261 010)2

Business banking customers
08457 6060601 (+44 1226 260 878)2

Non HSBC Bank customers
08456 0406261 (+44 1226 261 010)2

Textphone
08457 125563

Online

If you're an existing customer and use 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 Internet Banking service or don't bank with HSBC then you can email us at servicequality@hsbc.com or complete our online form.

Post

Write to us at the following address:

The Manager,
Service Quality Team,
PO Box 6125,
COVENTRY,
CV3 9GW

Our Complaints process

What happens when you first complain?

You can register your complaint with us in a number of ways. Wherever possible we aim to resolve matters for you as soon as you tell us about them. We will do this by either talking to you, or by writing to you. However, depending on the nature of the issue we may not be able to resolve it as quickly as we would want to. If this is the case, we will acknowledge your complaint within five working days of receiving it. This is to reassure you we are investigating your concerns.

We will fully investigate all the issues raised and endeavour to resolve your complaint as quickly as possible. Throughout the process, we will keep you updated on our progress.

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

If you consider that our response to your complaint still does not address your concerns, then you can raise matters again using the following contact details:

Phone:

0800 881 1553 (+44 1226 261 0202)

Textphone:

08457 125 563

Online:

You can email us at servicequality@hsbc.com

Post:

The Senior Manager,
Service Quality Team,
PO Box 6125,
COVENTRY,
CV3 9GW

At this stage your complaint will normally be referred to the area of the bank responsible who will liaise with our Customer Relations Department to ensure that your complaint is reviewed in full by senior management.

What if you're still not satisfied with HSBC's response and want to take matters further?

Clearly, we always want to be able to resolve any concerns you raise with us. However, where you are not satisfied with our final response, or if you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service. You can:

Phone:

0845 080 1800

Log on to:

www.financial-ombudsman.org.uk4

Email:

complaint.info@financial-ombudsman.org.uk

Post:

The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR

For further information on the scope of the Financial Ombudsman Service please refer to www.financial-ombudsman.org.uk4

Do you have a question?





Sorry, our 'Virtual assistant' only works if you have javascript enabled. If you have a question for us and can't view this tool, please call us on 08457 404 404. Lines are open 8am to 10pm everyday.

Calls may be monitored or recorded for quality and training purposes.

Need to speak to us?

Give our friendly team a call on:

08457 404 404

Textphone 18001 08457 125 563
Lines are open from 8am to 8pm every day except for Christmas Day, Boxing Day and New Year's Day. Calls may be monitored or recorded.

Prefer to talk face-to-face?

Pop into your nearest branch for a chat.

Find a branch

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.
3Lines are open 9am to 5pm Monday to Friday. Calls may be monitored or recorded for quality and training purposes.
4These 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.