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

What is CardGuard?

HSBC CardGuard was an optional insurance product that provided 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.

This product has been off sale since 2011.

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

Additionally, it offered 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

How to Complain

If you have any 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?.

How long will I have to wait before I receive a response?

Clearly, we always want to be able to resolve any concerns you raise with us. We expect to resolve your complaint within eight weeks. In any event, we will be in touch within eight weeks 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.

The Financial Ombudsman Service is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more or contact them directly on:
http://www.financial-ombudsman.org.uk/consumer/complaints.htm.

Our short letter of confirmation or written full response to your complaint will explain you are able to refer your concerns to the Financial Ombudsman Service; If you are going to do this then you should do so within six months of the date of the letter

If you have already made a complaint, there's no need to do anything further. We will review it as soon as possible and then write to you confirming the outcome of our investigation.

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