How to Complain

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 require.

If for any reason you are not entirely satisfied with any aspect of our service, we want to hear from you as soon as possible. We will then make the relevant enquiries and aim to put matters right as soon as we can. Where appropriate, we will also take steps to prevent the problem happening again.

Your custom is important to us and your feedback allows us to improve the products and services we offer to you.

Thank you for banking with HSBC

Raising your concerns with us

Step 1

The easiest and quickest way to resolve any concerns you have is to contact your local branch manager or the manager of the department concerned. Please allow them to take the first opportunity to answer your concerns and put matters right.

Step 2

In the unlikely event that you are not entirely satisfied, you can:

• write to: The Manager, Service Quality Team, HSBC Bank plc, Arlington Business Centre, Millshaw Park Lane, Leeds, LS11 0PP.
• telephone: 0800 881 155* (+44 1226 261 020) (textphone 18001 0800 028 3516),
• e-mail: servicequality@hsbc.com or
• raise your concerns via an online form.

If we are unable to resolve matters on the spot, we will send you a letter of acknowledgement within five working days to confirm that we are investigating the matters you have raised.

* Lines are open 9am to 5pm Monday to Friday. Calls may be monitored or recorded for quality purposes.

Step 3

Clearly, we always want to resolve any concerns you raise with us internally. However, where you are not satisfied with our final response, or if eight weeks have passed since you first raised the matter with us, you have the right to refer your case to the Financial Ombudsman Service. You can:

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

telephone: 0845 080 1800

e-mail: complaint.info@financial-ombudsman.org.uk, or

log on to: www.financial-ombudsman.org.uk

There are certain limitations on what matters the Financial Ombudsman Service can look into. Their service does not apply to customers of our branches in the Channel Islands or the Isle of Man, but you may be entitled to refer it to the Financial Services Commissions in Jersey or Guernsey or the Financial Services Ombudsman Scheme for the Isle of Man. Please contact your branch for further details should you need to do so.

In the Channel Islands and Isle of Man, HSBC Bank plc is licensed by the Jersey Financial Services Commission for Banking, General Insurance Mediation & Investment Business, licensed by the Guernsey Financial Services Commission for Banking, Insurance, Collective Investment & Investment Business and licensed by the Isle of Man Financial Supervision Commission for Banking and Investment Business.