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On 2 March 2017, the Financial Conduct Authority (FCA) announced new rules and guidance about handling PPI complaints.

The FCA has said the cut-off date for making a PPI claim is 29 August 2019.

We are currently reviewing the new guidance, and will be working closely with the FCA to implement its updated rules and guidance on handling complaints by 29 August this year. In the meantime, you can continue to submit your complaints over the telephone, in writing or in your local branch.

What is PPI?

Payment Protection Insurance (PPI) provides cover for the monthly repayments of your loan(s) if you are made unemployed, have an accident, become sick or die.

HSBC stopped selling Payment Protection Insurance in its branches in December 2007 and throughout the rest of its business during 2008. Prior to that time, 5 main products had been sold:

  • Personal Loan Protection Plan
  • Cardholder Repayment Plan
  • Flexiloan Repayment Protection
  • Mortgage Repayment Protection
  • Small Business Loan Protection
  • How to complain about PPI

    We're sorry that you have a concern about PPI and we promise to do our best to investigate your complaint as swiftly as we can. In any event, we'll be in touch within eight weeks.

    If you have already made a complaint, there's no need to do anything further, unless we advise you otherwise. We'll review it as soon as possible and then write to you confirming the outcome of our investigation.
    You can tell us about your complaint in the following ways:

    By Post
    Complete our PPI questionnaire and send it to us at:
    HSBC, PPI Complaints
    PO BOX 6177
    COVENTRY
    CV3 9HP

    By Phone
    03457 404 404 (Text phone 18001 08457 125 563)
    Lines are open from 8am to 8pm every day except for Christmas Day, Boxing Day and New Year's Day. Calls may be monitored or recorded.

    Branch
    Complete our PPI questionnaire and take it to your Local Branch.

    By our online form:
    Using our Online PPI form to submit your PPI complaint is an easy and convenient way to submit the form to us.
    The form takes around 30 minutes to complete. You can't save your progress, so you'll need to make sure you have plenty of time to complete it.
    You'll need information about your PPI, including the policy or account number.

    Please be aware your information will only be used for the purpose of your PPI claim. If you wish to know more about how your information may be used, please click on the link below
    Privacy Notice.
  • 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 FCA has published details of the timescales for the handling of complaints relating to PPI, these are available on the FCA website .

    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.

HSBC PPI Complaint Process

Step 1 PPI Complaint received, reviewed and logged onto our systems
Step 2 We'll acknowledge your complaint by letter - if you have raised a complaint via a Claims Management Company (CMC) this will be sent directly to them
Step 3 We gather all the background information regarding your complaint (this may include a phone call to you if we need any further information about the sale of your PPI)
Step 4 A decision is made based on all of the evidence
Step 5 If your complaint is rejected: A response will be sent to you (or your representative) to inform you of our decision. If your complaint is upheld: we will pay your refund into your HSBC account directly and send you (or your representative) a letter with a breakdown, or if you no longer bank with us we'll send you (or your representative) an offer letter.
Step 6 Once you accept the offer we will make the payment straight to your bank account.

Frequently asked questions

To make the whole process as straightforward as we can, we've listed below some frequently asked questions about PPI and further independent sources of information for you if you have any further questions.

What information do I need to provide?

Providing as much information as possible about the sale of your PPI will assist us in conducting a thorough investigation of your PPI complaint.
If you can't remember all the information, you can still complain. We might need to contact you if we have a question about the information you've given us or we need more information.
If during the complaint process you remember some further details, or find a document that you think will help us with our investigation of your complaint, please send us the details as soon as possible.

I took PPI with HFC Bank, can I still complain?

Yes, in June 2013 accounts owned by HFC Bank Limited, (also traded as Beneficial Finance and Household Bank), Endeavour Personal Finance and Sterling Credit Limited were transferred and are now being serviced by HSBC Bank plc. A further list of HFC Bank Limited's trading names can be found below.
HFC Bank stopped selling PPI during 2008.
If you wish to complain, simply complete our online PPI Claim Form and select the option that tells us your account was taken with HFC Bank and we will do the rest. You can also write to us at:
HSBC, PPI Complaints
PO Box 5055,
Coventry,
CV3 9FB

Or call us on:

0345 602 3793
Lines are open from 9am to 5pm Monday - Friday. Calls may be monitored or recorded.
HFC Bank Limited, Endeavour Personal Finance and Sterling Credit Limited trading names:
Beneficial Finance
Household Bank
Marbles
GM Card
Hamilton Direct Bank
HFC Direct
Endeavour Personal Loans
EPF
EPF Homeloans
EPF Direct
Sterling Credit
Sterling Loans

A Claims Management Company has offered to handle my complaint for me. What should I do?

We will assess complaints sent directly to us in exactly the same way and in the same timescale as complaints sent in by a CMC, so there is no need to use their services. For independent guidance on how CMCs work visit the Which? website.

I cancelled my policy early, can I still make a complaint about PPI?

Although you may have cancelled your PPI policy early, you can still make a complaint by following the process outlined above.

Will complaining about PPI affect my relationship with HSBC?

No, if you feel you were mis-sold PPI we are happy to investigate your concerns. Your PPI complaint will be assessed separately to any other element of your relationship with us.

My circumstances have changed, can I still make a complaint about PPI?

Although your circumstances may have changed, you can still make a complaint by following the process outlined above.

I don't know if I had PPI, how can I find out?

You can contact us using the above details, or simply complete our free and easy to use PPI enquiry form and we will respond to you within 40 calendar days.

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

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 FCA has published details of the timescales for the handling of complaints relating to PPI, these are available on the FCA website.

What can I do if I'm dissatisfied with your decision?

After receiving our decision if you remain dissatisfied you have the right to refer your complaint to:

Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London
E14 9SR

You can telephone them on 0300 123 9 123 or visit www.financial-ombudsman.org.uk for further information.

Need to speak to us?

Give our friendly team a call on:

03457 404 404

Textphone 18001 08457 125 563
Lines are open from 8am to 8pm every day except for Christmas Day, Boxing Day and New Year's Day. Calls may be monitored or recorded.

Prefer to talk face-to-face?

Pop into your nearest branch for a chat.

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