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Service Quality Information

Personal current accounts

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.

How and when you can contact us to ask about the following things:

  24 hour help? Telephone Internet banking
Mobile banking
Contact details
 

Premier Customers

03457 707 070

Monday to Sunday, 24 hours

Advance Customers

03457 404 404

Monday to Sunday, 24 hours

 

All other customers

03457 404 404

Monday to Sunday 8am to 8pm

LiveChat

Monday to Sunday 7am to Midnight

Not possible

Checking the balance and transactions
Yes* 
Yes Yes Not possible
Sending money within the UK, including setting up a standing order
Yes* 
Yes Yes Not possible
Sending money outside the UK
Yes* 
Yes Yes Not possible
Paying in a cheque
Yes* 
Yes Not possible
Not possible
Cancelling a cheque
Yes* 
Yes Yes Not possible
Cash withdrawal in a foreign currency outside the UK
Yes* 
Yes Yes Not possible
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds
Yes* 
Yes Yes Not possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
Yes* 
Yes Not possible
Not possible
Third party access to an account, for example under a power of attorney
Yes*
Yes Yes Not possible
Problems using internet banking or mobile banking
Yes** 

Premier Customers 

03456 002 290

Monday to Sunday, 24 hours

Advance Customers

03456 002 290

Monday to Sunday, 24 hours

 

All other customers

03456 002 290

Monday to Sunday 8am to 10pm

Yes Not possible
Reporting a suspected fraudulent incident or transaction
Yes* 
Yes Not possible
Not possible
Progress following an account suspension or card cancellation, e.g. following a fraud incident
Yes* 
Yes Not possible
Not possible
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available Yes* 
Yes Yes Not possible
  Contact details
24 hour help?  
Telephone

Premier Customers

03457 707 070

Monday to Sunday, 24 hours

Advance Customers

03457 404 404

Monday to Sunday, 24 hours

 

All other customers

03457 404 404

Monday to Sunday 8am to 8pm

Internet banking

LiveChat

Monday to Sunday 7am to Midnight

Mobile banking

Not possible

  Checking the balance and transactions
24 hour help? Yes* 
Telephone Yes
Internet banking
Yes
Mobile banking Not possible
  Sending money within the UK, including setting up a standing order
24 hour help? Yes* 
Telephone Yes
Internet banking
Yes
Mobile banking Not possible
  Sending money outside the UK
24 hour help? Yes* 
Telephone Yes
Internet banking
Yes
Mobile banking Not possible
  Paying in a cheque
24 hour help? Yes* 
Telephone Yes
Internet banking
Not possible
Mobile banking Not possible
  Cancelling a cheque
24 hour help? Yes* 
Telephone Yes
Internet banking
Yes
Mobile banking Not possible
  Cash withdrawal in a foreign currency outside the UK
24 hour help? Yes* 
Telephone Yes
Internet banking
Yes
Mobile banking Not possible
  A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds
24 hour help? Yes* 
Telephone Yes
Internet banking
Yes
Mobile banking Not possible
  A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
24 hour help? Yes* 
Telephone Yes
Internet banking
Not possible
Mobile banking Not possible
  Third party access to an account, for example under a power of attorney
24 hour help? Yes*
Telephone Yes
Internet banking
Yes
Mobile banking Not possible
  Problems using internet banking or mobile banking
24 hour help? Yes** 
Telephone

Premier Customers 

03456 002 290

Monday to Sunday, 24 hours

Advance Customers

03456 002 290

Monday to Sunday, 24 hours

 

All other customers

03456 002 290

Monday to Sunday 8am to 10pm

Internet banking
Yes
Mobile banking Not possible
  Reporting a suspected fraudulent incident or transaction
24 hour help? Yes* 
Telephone Yes
Internet banking
Not possible
Mobile banking Not possible
  Progress following an account suspension or card cancellation, e.g. following a fraud incident
24 hour help? Yes* 
Telephone Yes
Internet banking
Not possible
Mobile banking Not possible
  Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available
24 hour help? Yes* 
Telephone Yes
Internet banking
Yes
Mobile banking Not possible

Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.

* 24 hour help is available via telephone for Premier and Advance customers. For all other customers, help via telephone is available Monday to Sunday, 8 am to 8 pm.

** 24 hour help is available via telephone for Premier and Advance customers.  For all other customers, help via telephone is available Monday to Sunday, 8 am to 10 pm.

 

How and when you can use your bank account to do the following things:

  Telephone banking Internet banking Mobile banking
Checking the balance Monday to Sunday, 24 hours Monday to Sunday, 24 hours Monday to Sunday, 24 hours
Accessing a transaction history
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Monday to Sunday, 24 hours
Setting up a standing order

Premier Customers 

Monday to Sunday, 24 hours

Advance Customers 

Monday to Sunday, 24 hours

All other customers

Monday to Sunday 8am to 8pm

Monday to Sunday, 24 hours

Not possible

Sending money within the UK
Monday to Sunday, 24 hours Monday to Sunday, 24 hours Monday to Sunday, 24 hours
Sending money outside the UK

Premier Customers 

Monday to Sunday, 24 hours

Advance Customers 

Monday to Sunday, 24 hours

All other customers - Monday to Sunday 8am to 8pm

Monday to Sunday, 24 hours
Not possible
Paying in a cheque
Not possible
Not possible
Monday to Sunday, 24 hours
Cancelling a cheque

Premier Customers 

Monday to Sunday, 24 hours

Advance Customers 

Monday to Sunday, 24 hours

All other customers - Monday to

Sunday 8am to 8pm

Monday to Sunday, 24 hours
Not possible
  Checking the balance
Telephone banking Monday to Sunday, 24 hours
Internet banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours
  Accessing a transaction history
Telephone banking Monday to Sunday, 24 hours
Internet banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours
  Setting up a standing order
Telephone banking

Premier Customers 

Monday to Sunday, 24 hours

Advance Customers 

Monday to Sunday, 24 hours

All other customers

Monday to Sunday 8am to 8pm

Internet banking

Monday to Sunday, 24 hours

Mobile banking

Not possible

  Sending money within the UK
Telephone banking Monday to Sunday, 24 hours
Internet banking Monday to Sunday, 24 hours
Mobile banking Monday to Sunday, 24 hours
  Sending money outside the UK
Telephone banking

Premier Customers 

Monday to Sunday, 24 hours

Advance Customers 

Monday to Sunday, 24 hours

All other customers - Monday to Sunday 8am to 8pm

Internet banking Monday to Sunday, 24 hours
Mobile banking Not possible
  Paying in a cheque
Telephone banking Not possible
Internet banking Not possible
Mobile banking Monday to Sunday, 24 hours
  Cancelling a cheque
Telephone banking

Premier Customers 

Monday to Sunday, 24 hours

Advance Customers 

Monday to Sunday, 24 hours

All other customers - Monday to

Sunday 8am to 8pm

Internet banking Monday to Sunday, 24 hours
Mobile banking Not possible

Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account or actions you can take in one of our branches.

 

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
  In the 3 months between 1 April 2018 and 30 June 2018
Total number of incidents reported
7
Incidents affecting telephone banking
2
Incidents affecting mobile banking
3
Incidents affecting internet banking
2
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
  Total number of incidents reported
In the 3 months between 1 April 2018 and 30 June 2018 7
  Incidents affecting telephone banking
In the 3 months between 1 April 2018 and 30 June 2018 2
  Incidents affecting mobile banking
In the 3 months between 1 April 2018 and 30 June 2018 3
  Incidents affecting internet banking
In the 3 months between 1 April 2018 and 30 June 2018 2

Important notes on incidents preventing our customers from using our payment services;

- This data is for HSBC Bank plc as a firm, not all incidents will have affected HSBC personal current account customers in the UK.

- In some cases an incident may not have  impacted  any of the above service categories or in some cases may have  impacted more than one category e.g. both telephone banking and internet banking.

 

Complaints data

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. 

 

The most recent summary is available at this link.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/
Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. 

 

The most recent summary is available at this link.

Complaints data The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/

Opening a current account with us

Opening a current account with us
Go to our current accounts page to find out how you can open an account, and what information and documents you need to give us to open an account.
Opening a current account with us Go to our current accounts  page to find out how you can open an account, and what information and documents you need to give us to open an account.

 

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.

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