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
 

Every six months both the Financial Conduct Authority and the Financial Ombudsman Service publish complaints data about individual financial businesses.

Providing excellent customer service and satisfaction is very important to everyone at HSBC, and when things go wrong we want to resolve them quickly and fairly.

We've provided a summary of our complaints data for the first half of 2017. To see how we've done, simply click on one of our three companies below.

Firm name: HSBC Bank PLC

Period covered in this report: 1st January to 30th June 2017

Brands/trading names covered: HSBC Bank, first direct

Product/Service Group Number of complaints opened by volume of business No. of complaints opened No. of complaints closed % closed within 3 days % closed after 3 days but within 8 weeks % upheld1 Main cause of complaints opened
Banking & Credit Cards 7.15 per 1,000 accounts 164,103 166,253 72.2% 25% 52.2% General Admin / Customer Service
Home Finance 14.98 per 1,000 balances outstanding 12,454 12,151 69% 29.9% 62.1% General Admin / Customer Service
Insurance and Pure Protection 6.95 per 1,000 policies in force 48,595 57,144 6% 89.2% 75.1% Advising / Selling / Arranging
Decumulation2 & Pensions 6.1 per 1,000 policies in force 86 104 9.6% 65.4% 25% Advising / Selling / Arranging
Investments 1.77 per 1,000 client accounts 1,593 1,618 42.8% 50.6% 54% General Admin / Customer Service
Credit Related 5.74 per 1,000 accounts/loans 4,171 4,175 - - 42% -

Firm name: HSBC Life (UK) Limited

Period covered in this report: 1st January to 30th June 2017

Brands/trading names covered: HSBC Life UK

Product/Service Group Number of complaints opened by volume of business No. of complaints opened No. of complaints closed % closed within 3 days % closed after 3 days but within 8 weeks % upheld1 Main cause of complaints opened
Banking & Credit Cards - - - - - - -
Home Finance - - - - - - -
Insurance and Pure Protection 0.72 per 1,000 policies in force 375 357 35% 57.4% 37.3% General Admin / Customer Service
Decumulation2 & Pensions N/A 13 14 35.7% 57.1% 50% General Admin / Customer Service
Investments 8.26 per 1,000 client accounts 69 75 20% 74.7% 30.7% General Admin / Customer Service & Information, sums / charges or product performance
Credit Related - - - - - - -

Firm name: HSBC Trust Company (UK) Limited

Period covered in this report: 1st January to 30th June 2017

Brands/trading names covered: HSBC Trust Company

Product/Service Group Number of complaints opened by volume of business No. of complaints opened No. of complaints closed % closed within 3 days % closed after 3 days but within 8 weeks % upheld1 Main cause of complaints opened
Banking & Credit Cards - - - - - - -
Home Finance - - - - - - -
Insurance and Pure Protection - - - - - - -
Decumulation2 & Pensions 5.3 per 1,000 policies in force 27 25 20% 76% 44% General Admin / Customer Service
Investments 0.82 per 1,000 client accounts 587 581 42.9% 53.2% 66.6% General Admin / Customer Service
Credit Related - - - - - - -

Notes
1 'Complaints upheld by firm' refers to the percentage of complaints that the bank has found in the customer's favour either in whole or part.
2 'Decumulation' is the way in which customers can turn their accumulated assets into an income. This can be done, for example, to help provide an income for retirement.

See how we're doing compared with the rest
For further information and published complaints data, including other UK banks, visit:
Financial Conduct Authority
Financial Ombudsman Service

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