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
 

We're always disappointed to hear that something has gone wrong. If you have a problem, please let us know and we'll do everything we can to sort it out straight away.

Your views are important to us and your feedback is key to improving the products and services we offer.

Here is Nigel Cates, Head of Service Recovery, to tell you why your complaints and feedback matter.

If you're not happy and need to make a complaint, here's how:

In Branch

Visit your nearest branch and speak to a member of our team.

Find a branch

By Phone

Personal Banking Customers
03457 404404* (+44 1226 261 010)**

Premier Banking Customers
03457 707070* (+44 1226 260260)**

Business Banking Customers
03457 606060* (+44 1226 260878)**

Non HSBC Bank customers
03456 040626* (+44 1226 261010)**

Textphone 03457 125563

Mobile 03455 871244

*Calling from your mobile phone? These calls may be free as part of your inclusive minutes package. Please check with your mobile phone operator.

**Calling from overseas.

Online

Please include your name, address, postcode and your preferred contact number - but not your account details

Log into internet banking and send us a secure email

Fill in a secure complaint form

Email us at customer.care.team@hsbc.com

Or write to
Customer Care Team
HSBC Bank Plc, PO Box 6125,
Coventry, CV3 9GW

Timescales

If you're not happy with our response

About the Financial Ombudsman & The European Commission On-line Dispute Resolution Platform

Learning from complaints

We want to learn from your experience to make things better. We record the details of every complaint we receive so we can identify areas for improvement. We've recently made some changes in response to your feedback.

  • We've introduced Voice ID to make it easier for you to speak to our contact centre agents
  • Our branch staff can now help you to use our On-line banking services
  • We now send text alerts to support you at key milestones in your mortgage journey

But there is always room for improvement. Our current priorities are to:

  • Listen to your complaints and resolve these wherever possible when you first contact us
  • Look at the root causes of our complaints and the impact for our customers, so we can fix the underlying problems
  • Look at all the different interactions our customers have with us, so we can make their whole banking experience better
  • Simplify our products and services and the processes behind them
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