HSBC CardGuard

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.

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What is CardGuard?

HSBC CardGuard is an optional insurance product that provides assistance and cover for your debit and credit cards, store cards, membership cards and some of your belongings in the event of them being lost or stolen.

Although this product is no longer on sale to new customers, existing customers may still hold an active policy.

CardGuard is not a Payment Protection Insurance (PPI) policy. CardGuard is provided by Card Protection Plan Ltd (CPP) and offers a service to ensure you can cancel multiple missing cards and order replacements promptly with one telephone call.

Additionally, it currently offers assistance with the following:

  • Emergency cash advances if you have no access to money to keep you going until you get home
  • Unlimited cash advance to replace travel tickets if lost with your card
  • If you are abroad: help with arranging emergency replacement passports or driving licences
  • Assistance in arranging for a locksmith to get you back into your home or car and cover to help towards the cost of replacement locks and keys.

Who are CPP and what has happened?

Card Protection Plan Limited (CPP) administers the CardGuard policy on behalf of HSBC.

In 2011, the Financial Conduct Authority (FCA) undertook a review of CPP's sales practices of card protection and identity theft insurance products that were offered on or after 14 January 2005.

Following this investigation, the FCA determined that some policies may have been mis-sold, and as a result, a customer redress programme was set up to compensate those customers that could have been impacted by this issue.

The last date for submitting all claims for compensation, for premiums paid after the 14th January 2005, was the 28th February 2015, therefore any new claims that are received after this date will be unsuccessful.

However, the CPP Scheme will continue to handle queries relating to compensation claims which are currently in progress. If you currently have a claim which is in progress with the Scheme, you may have been re-issued a claim form or received a letter requesting further evidence to be provided within 30 days. Please ensure that you return the requested claim form/evidence within the timescales provided or they will not be able to progress your claim further.

For further information regarding the Scheme of Arrangement and frequently asked questions about the Scheme, please visit the dedicated website: www.cppredressscheme.co.uk or call CPP on 0800 085 0227 or, if you are calling from outside the UK, +44 1904 541239, lines are open Monday to Friday, 9:00am to 5:00pm.

If you have any other concerns regarding a CPP policy purchased from HSBC or your complaint relates to a policy where premiums were charged before 14 January 2005, you can raise a complaint in writing to:

CPP HSBC
Customer Service
PO Box 5207,
Coventry
CV3 9FB

Alternatively, you may contact us on 0345 600 6539. Lines are open 9am-4pm Monday to Friday.

Please provide full details of your concerns including any details of claims made on the policy and any use of the ‘one call’ service to notify card companies of your cards being lost/stolen.

If we have insufficient information we may send you a questionnaire. Although it is not compulsory for you to complete and return the questionnaire, by doing so it will help us with our investigation.

We expect to resolve all complaints raised within eight weeks and will be in touch before then to update you on our investigation. 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.

Claims Management Companies

If you feel you need to make a complaint, we would like to stress that there is no need to use a claims management company. While you are of course free to do so, the claims management companies (CMC) usually take a fee or percentage of any compensation you are paid.

If you contact us directly we will assess your complaint in exactly the same way that we assess complaints sent in by a CMC and you won't have to pay them a fee or any percentage if you do receive compensation.

For independent guidance on how CMCs work visit Which?.

Frequently asked questions


To make the whole process as straight forward as we can, we've listed below some frequently asked questions about CPP and CardGuard. There are also independent sources of information available should you have any further questions.

Q: What else do I need to know about making complaints?
Q: A claims management company has offered to handle my complaint for me. What should I do?
Q: I cancelled my policy early, can I still make a complaint about CardGuard?
Q: What can I do if I am dissatisfied with your decision?
Q: I have missed the deadline to claim back a refund through the CPP compensation scheme. What do I do now?
Q: Why can't you investigate my complaint?
Q: I have seen in the media that I could be entitled to a refund of my Card Protection premiums but I did not receive a letter. What do I need to do?
What would the Scheme of Arrangement consider to be a 'legitimate reason' for not being able to make a claim?

Do you have a question?





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03457 404 404

Textphone 18001 08357 125 563
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