Making a complaint
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.
If you're not happy and need to make a complaint, here's how:
In Branch
Visit your nearest branch and speak to a member of our team.
By Phone
HSBC Premier Banking
Existing HSBC Premier customers please call us on:
Lines are open 7am to 9pm every day.
From outside the Channel Islands & Isle of Man +44 1470 697 139
HSBC Advance and HSBC Personal Banking
Existing HSBC customers please call us on:
Lines are open 7am to 9pm every day.
From outside the Channel Islands & Isle of Man +44 1470 697 139
Non-HSBC Customers
New to HSBC please call us on:
Please press '0' to hold for an agent.
Lines are open 7am to 9pm every day.
From outside the Channel Islands & Isle of Man +44 1470 697 139
*To help us to continually improve our service and in the interest of security, we may monitor and record your communications with us.
Online
You can log on to internet banking to use our Live Chat service or send us a secure message.
When filling in information online please include your name, address, postcode and your preferred contact number - but not your account details.
Or write to us
HSBC Bank Plc
Service Recovery Team
PO Box 14
St Helier
Jersey
JE4 8NJ
When can you expect a response?
We aim to resolve your complaint as soon as you get in touch with us. However, where we need to look into your complaint in more detail an investigation can be raised and we'll send you an acknowledgment within 5 working days.
We always aim to respond to your complaints as soon as possible. However, depending on the type of query, this can occasionally take longer: should your complaint take longer than expected, please see our timescales below;
Isle of Man residents 56 days to resolve and final response provided and the rest of our Channel Islands customers we have 90 days.
If you're not happy with our response
If you feel we haven't resolved things properly, please tell us. If we still can’t reach agreement on a satisfactory resolution to your complaint we will outline our position and how you can contact the Financial Ombudsman in our response. The Ombudsman acts independently of the Bank and provides a free service as an impartial adjudicator.
Financial Ombudsman
Please contact the Financial Ombudsman in the location your account is held:
Channel Islands
Channel Islands Financial Ombudsman (CIFO)
Channel Islands Financial Ombudsman
PO Box 114
Jersey, Channel Islands
JE4 9QG
Email: enquiries@ci-fo.org Website www.ci-fo.org
(This link may allow you to access a non-HSBC website. HSBC Bank plc has no control over the linked website and is not liable for your use of it)
Jersey tel: +44 1534 748 610
Guernsey / Alderney / Sark tel: +44 1481 722 218
Isle of Man
Isle of Man Financial Services Ombudsman
Financial Services Ombudsman Scheme for the Isle of Man
Thie Slieau Whallian
Foxdale Road
St John’s, Isle of Man
IM4 3AS
Email: ombudsman@iomoft.gov.im Website: IOM Financial Services Ombudsmen Scheme
(This link may allow you to access a non-HSBC website. HSBC Bank plc has no control over the linked website and is not liable for your use of it)
Tel: +44 01624 686 500
UK Ombudsman - Applies to Credit Cards, Loans and Insurance only
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk
(This link may allow you to access a non-HSBC website. HSBC Bank plc has no control over the linked website and is not liable for your use of it)
Tel: 0800 0 234 567 or 0300 123 9 123 (mobile)