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Feedback and complaints

Your feedback is key to improving the products and services we offer

Your feedback and complaints matter

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.

Nigel Cates, Head of Service Recovery, explains why your complaints and feedback matter.

When can you expect a response?

We aim to resolve customer concerns and problems straight away, but more complex matters can take longer. If we are able to resolve things straight away and to your satisfaction, we will send you a short letter of confirmation.

Where we need to look into the matter in more detail we'll send you an acknowledgement letter within five working days. This will explain what will happen next and when you can expect to hear from us again. When we've completed our investigation, we'll send you a full written response.

We aim to answer all complaints about a payment service within 15 calendar days. If there are exceptional circumstances beyond our control we may take up to 35 calendar days. If your complaint is not about a payment service we will provide a response within 8 weeks. Although we will normally be able to resolve concerns much earlier, on occasion if we're unable to respond within 8 weeks, we'll contact you with an update.

If you're not happy with our response

If you feel we haven't resolved things properly, please tell us. We would appreciate one last chance to put things right. If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.

Alternatively you can ask the Financial Ombudsman Service to review the situation.

How to make a complaint

In branch

Visit your nearest branch and speak to a member of our team.
 

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

 

Online

When making a complaint, please include your name, address, postcode and your preferred contact number, but not your account details. You can make an online complaint in the following ways:

By post 

Please write to: Customer Care Team, HSBC Bank Plc, PO Box 6125, Coventry, CV3 9GW.

How to give feedback

If you don't have a complaint, but would like to give us some feedback, please fill in our feedback form.

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 online 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

Complaints data

Every 6 months both the Financial Conduct Authority and the Financial Ombudsman publish complaints data about individual financial businesses. We've therefore provided a summary of our latest complaints data, for more information, see here.

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
  • 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.

Listening to what you have to say about our services matters to us.