Complaints and compliments

HSBC Online Banking activation

We're currently making improvements to our Online Banking service.

If you registered for Online Banking prior to the 17th December 2014 it's not possible for you to activate your existing Secure Key and you will need to re-start your registration.

If you registered for Online Banking after this date, please log on to Online Banking entering your username, memorable answer and your password, from here you will be prompted to activate your Secure Key.

We apologise for any inconvenience which this delay may cause. Once you are registered, we look forward to introducing you to Online Banking, including the exciting enhancements we're working on now.

Find out more

Contact us – we’re here to help

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 may also take steps to avoid similar problems happening in the future. Your views are important to us and your feedback is key to improving the products and services we offer.



Personal banking customers
03457 4044041 (+44 1226 261 010)2

Business banking customers
03457 6060601 (+44 1226 260 878)2

Non HSBC Bank customers
03456 0406261 (+44 1226 261 010)2

03457 125563

0345 587 1244
(If calling from a mobile these calls may be free as part of an 'inclusive minutes' package. Please check with your Mobile phone operator to clarify)


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 or complete our online form.


Write to us at the following address:

The Manager,
Customer Care Team,
PO Box 6125,

For general enquiries:

HSBC Bank plc,
Harry Weston Road,
West Midlands,

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. Sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress throughout.

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

Clearly, we always want to be able to resolve your concerns. If you consider that our response to your complaint still does not fully address your issues, please let us know so we can understand if there is anything more we can do. The quickest way is to call us on: 0800 881 155* (+44 1226 261 020 if calling from overseas), Text Phone 03457 125 563 (+44 2070 882 077 if calling from overseas) or if you prefer, please call into your nearest branch office.

However, where you are not satisfied with our final response or eight weeks have passed since you first raised your complaint you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of our final response to refer your complaint to them.

Phone: 0800 0 234 567 or 0300 123 9 123
Log on to: 4
Write: The Financial Ombudsman Service,
Exchange Tower,
E14 9SR

For further information on the scope of the Financial Ombudsman Service please refer to

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.