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.

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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 second 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 July to 31st December

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 6.88 per 1,000 accounts 183,175 183,565 72.7% 23.9% 53.7% General Admin / Customer Service
Home Finance 17.10 per 1,000 balances outstanding 14,443 13,999 51.7% 43.7% 69.1% General Admin / Customer Service
Insurance and Pure Protection 9.66 per 1,000 policies in force 66,157 72,683 3.6% 87.2% 83.6% Advising / Selling / Arranging
Decumulation2 & Pensions 3.30 per 1,000 policies in force 44 47 21.3% 63.8% 31.9% Advising / Selling / Arranging
Investments 1.53 per 1,000 client accounts 1,359 1,314 31% 59.4% 56.4% General Admin / Customer Service
Credit Related 6.39 per 1,000 accounts/loans 4,664 4,621 - - 43.9% -

Firm name: HSBC Life (UK) Limited

Period covered in this report: 1st July to 31st December

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 0.73 per 1,000 policies in force 344 330 19.1% 69.4% 39.7% General Admin / Customer Service
Decumulation2 & Pensions N/A 7 7 28.6% 42.9% 57.1% General Admin / Customer Service
Investments 4.09 per 1,000 client accounts 34 32 12.5% 78.1% 53.1% General Admin / Customer Service
Credit Related - - - - - - -

Firm name: HSBC Trust Company (UK) Limited

Period covered in this report: 1st July to 31st December

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 4.10 per 1,000 policies in force 25 22 13.6% 72.7% 50% General Admin / Customer Service
Investments 0.69 per 1,000 client accounts 496 504 31.2% 62.1% 69.4% 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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