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Your feedback

Tell us how we can serve you better


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.

Here is Crawford Prentice, Head of Service Recovery, to tell you why your complaints and feedback matter.
 



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:

 

Personal Banking Customers - 03456 00 61 61* (+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

*Calling from your mobile phone? These calls may be free as part of your inclusive minutes package. Please check with your mobile phone operator.

**Calling from overseas.

 

 

 

Online:

 

When filling in information online please include your name, address, postcode and your preferred contact number - but not your account details. You can either:

Log in to Internet Banking and send us a secure email

Fill in a secure complaint form

Email us: customer.care.team@hsbc.com

These links 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.

 

Or write to:

Customer Care Team
HSBC Bank Plc, PO Box 6125,
Coventry, CV3 9GW

 

 

Timescales

 

We will always try to resolve your concerns there and then. If this is not possible, we will fully investigate all the issues you have raised by speaking with you or writing to you. We will acknowledge your complaint within 48 hours and, in most cases, resolve your concerns when we contact you. Occasionally, however, it may be necessary to investigate your complaint further, but we aim to resolve your complaint within 5 working days for general banking related complaints and within one month for investment related complaints. If this is not possible, you will be advised either by telephone or in writing. We hope that you will not need to progress beyond this first step, as we are confident that we can resolve any concerns you raise with us to your satisfaction. 

 


What can you do if you're not satisfied with the response to your complaint?

 

Clearly, we always want to be able to resolve your concerns. If you consider that our response to your complaint still does not fully address your issues, please let us know so we can understand if there is anything more we can do.

However, where you are not satisfied with our final response to your complaint, you can refer your concerns to the Channel Islands Financial Ombudsman (CIFO). If you want to contact the CIFO about your complaint, you will need to do this within six months from the date of our final response or they may not be able to review your complaint.

In addition, you must also contact CIFO within 6 years of the event complained about or, if later, 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.

 


About the Financial Ombudsman

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 using one of the links below:

 

Channel Islands Financial Ombudsman

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.)

Channel Islands Financial Ombudsman
PO Box 114
Jersey, Channel Islands
JE4 9QG

enquiries@ci-fo.org

Jersey local phone: +44 1534 748 610
Guernsey local phone: +44 1481 722 218

 

Isle of Man Financial Services Ombudsman

For accounts held in the Isle of Man you may be entitled to refer your complaint to the Financial Services Ombudsman Scheme in the Isle of Man 

https://www.gov.im/oft/ombudsman/ 
(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.)
 

Thie Slieau Whallian
Foxdale Road
St John’s, Isle of Man
IM4 3AS

ombudsman@iomoft.gov.im

 01624 686500 

 

UK Ombudsman - Applies to Credit Cards, Loans and Insurance only 

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.)


The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

complaint.info@financial-ombudsman.org.uk

0800 0 234 567 or
0300 123 9 123 (mobile)

Our short letter of confirmation or written full response to your complaint will explain if 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. 

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 On-line banking services 

 

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


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.

Here is Crawford Prentice, Head of Service Recovery, to tell you why your complaints and feedback matter.
 



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:

 

Personal Banking Customers - 03456 00 61 61* (+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

*Calling from your mobile phone? These calls may be free as part of your inclusive minutes package. Please check with your mobile phone operator.

**Calling from overseas.

 

 

 

Online:

 

When filling in information online please include your name, address, postcode and your preferred contact number - but not your account details. You can either:

Log in to Internet Banking and send us a secure email

Fill in a secure complaint form

Email us: customer.care.team@hsbc.com

These links 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.

 

Or write to:

Customer Care Team
HSBC Bank Plc, PO Box 6125,
Coventry, CV3 9GW

 

 

Timescales

 

We will always try to resolve your concerns there and then. If this is not possible, we will fully investigate all the issues you have raised by speaking with you or writing to you. We will acknowledge your complaint within 48 hours and, in most cases, resolve your concerns when we contact you. Occasionally, however, it may be necessary to investigate your complaint further, but we aim to resolve your complaint within 5 working days for general banking related complaints and within one month for investment related complaints. If this is not possible, you will be advised either by telephone or in writing. We hope that you will not need to progress beyond this first step, as we are confident that we can resolve any concerns you raise with us to your satisfaction. 

 


What can you do if you're not satisfied with the response to your complaint?

 

Clearly, we always want to be able to resolve your concerns. If you consider that our response to your complaint still does not fully address your issues, please let us know so we can understand if there is anything more we can do.

However, where you are not satisfied with our final response to your complaint, you can refer your concerns to the Channel Islands Financial Ombudsman (CIFO). If you want to contact the CIFO about your complaint, you will need to do this within six months from the date of our final response or they may not be able to review your complaint.

In addition, you must also contact CIFO within 6 years of the event complained about or, if later, 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.

 


About the Financial Ombudsman

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 using one of the links below:

 

Channel Islands Financial Ombudsman

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.)

Channel Islands Financial Ombudsman
PO Box 114
Jersey, Channel Islands
JE4 9QG

enquiries@ci-fo.org

Jersey local phone: +44 1534 748 610
Guernsey local phone: +44 1481 722 218

 

Isle of Man Financial Services Ombudsman

For accounts held in the Isle of Man you may be entitled to refer your complaint to the Financial Services Ombudsman Scheme in the Isle of Man 

https://www.gov.im/oft/ombudsman/ 
(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.)
 

Thie Slieau Whallian
Foxdale Road
St John’s, Isle of Man
IM4 3AS

ombudsman@iomoft.gov.im

 01624 686500 

 

UK Ombudsman - Applies to Credit Cards, Loans and Insurance only 

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.)


The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

complaint.info@financial-ombudsman.org.uk

0800 0 234 567 or
0300 123 9 123 (mobile)

Our short letter of confirmation or written full response to your complaint will explain if 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. 

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 On-line banking services 

 

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