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Your feedback

Tell us how we can serve you better

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:
03457 70 70 70*
Lines are open 24 hours a day
From outside the Channel Islands & Isle of Man  +44 1226 261 010*

 

HSBC Advance and HSBC Personal Banking
Existing HSBC customers please call us on:
03456 00 61 61*
Lines are open 8am to 10pm every day (24 hours a day if you are an HSBC Advance Customer)
From outside the Channel Islands & Isle of Man +44 1226 261 010*

 

Non-HSBC Customers

New to HSBC please call us on:
03456 00 61 61*
Lines are open 8am to 10pm every day
From outside the Channel Islands & Isle of Man +44 1226 261 010*
*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 either log on to internet banking and send us a secure message or email us at CIIOM.Service.Recovery@hsbc.com

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

Service Recovery Team
HSBC House
The Esplanade
St Helier
Jersey
JE1 1HS

 

When can you expect a response?

We aim to resolve customer concerns and problems straight away, but more complex matters can take longer.
Where we need to look into the matter in more detail we'll contact you within five working days. We will explain what will happen next and when you can expect to hear from us again. 

 

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.

Please contact the Financial Ombudsman in the location your account is held:

 

Jersey and Guernsey

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 tel: +44 1481 722

 

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: 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) 
Tel: +44 01624 686500

 

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.ukwww.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)

We're here to help you. Find the answers and while you're at it, tell us how we could do better.