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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.

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.

Payment Protection Insurance

To find out more about PPI, see here

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