HSBC Complaints

At Smart Money People, we've been using the power of reviews from consumers like you since 2014 to help improve financial services. It can be extremely frustrating, and often expensive when things go wrong as an HSBC customer - whether your main bank...

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At Smart Money People, we've been using the power of reviews from consumers like you since 2014 to help improve financial services. It can be extremely frustrating, and often expensive when things go wrong as an HSBC customer - whether your main bank account, PPI (payment protection insurance) claim, savings, mortgages, or any other HSBC financial product. If things aren't quite going to plan, sometimes it feels like the only way to move forward is to escalate your dissatisfaction with a company in the form of a complaint. That's why we want to improve the way that companies deal with complaints from customers.

Read and write public complaints

Smart Money People was launched in 2014, and is dedicated to helping consumers get the inside track into the financial services industry. That’s why we’re now offering public complaints. With the help of your complaints we can help make the financial industry work better for everybody. Here’s how:

Voice your complaint in a public forum
Help others and drive real change
Have your complaint sent to HSBC

We believe that your complaints can help other consumers get the inside track on what being a customer with HSBC is really like. That’s why, by sharing your public complaint with us, you can start to help other consumers make better decisions today. You'll be helping us to drive real change by increasing trust and transparency in the financial services industry.

How do I make a HSBC complaint?

We’ve got the simplest (and quickest) way to leave a public complaint. Once you’ve submitted your complaint, we’ll pass it to the complaints department at HSBC. Your complaint will also be displayed publicly on Smart Money People, the UK's review and insight site for financial services, which will help others who might be having similar issues to yourself.

HSBC currently has a score of 3.65 / 5 on Smart Money People.

Disagree with this rating? Your complaint will help to influence this rating, so let your voice be heard and share your experiences with everyone. It’s quick and easy to leave your HSBC complaint below, and we’ll never pass on your details to anyone other than HSBC.

Leave your complaint

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View more HSBC complaints

See what other people like you have said about HSBC.

DREADFUL

As my old digipass has died, I simply need a replacement Digipass & Activation Code to regain access my multiple business accounts.... Read more

As my old digipass has died, I simply need a replacement Digipass & Activation Code to regain access my multiple business accounts.
To clear security easily by face to face, I have been into my local Branch twice who were also able to supply me with a new digipass. Despite clearing secutrity while in Branch, Business Internet Banking's 2 attempts
to forward me an Activation Code have failed so far.
So I'll have to go into Branch a 3rd time to see if we can resolve this failure.
If HSBC business banking is progressing like this, I'll have to review my future arrangements - as it leaves long established, bona fide customers like me feeling helpless in being able to access my own accounts.

Reviewed on 18th June 2021
Jay Teadea's avatar
Jay Teadea

dissapointed

As exsiting HSBC customer I expected more support applying for mortgage, but left deeply dissapointed. Completed the application online and uploded requested documents, which was ok, but then needed to wait entire two weeks for the advice appointment... Read more

As exsiting HSBC customer I expected more support applying for mortgage, but left deeply dissapointed. Completed the application online and uploded requested documents, which was ok, but then needed to wait entire two weeks for the advice appointment to progress the application. Mortgage adviser sent a request just before appointment for new payslips and other documents, which were not possible to forward just because of short notice. I did not see any attempts to help , just trying to pull as back in every step, then two hours planned appointment ended in ten minutes with her predictions that they probably would not lend requested amount. I feel that I lost my valuable time with them.

Reviewed on 15th June 2021
dambu's avatar
dambu

Pretty useless. Service very far from premier.

Theyve sent all their premier staff home during Covid so there's no point in having this account. There wasnt much point before as the numbers on their contact cards are invalidated every time someone leaves and you cant get through. You cant contact... Read more

Theyve sent all their premier staff home during Covid so there's no point in having this account. There wasnt much point before as the numbers on their contact cards are invalidated every time someone leaves and you cant get through. You cant contact your local branch anyway.

Reviewed on 3rd June 2021
Sue's avatar
Sue

HSBC is still in the 20th Century

Huge mistake moving my account to HSBC Premier. The simplest tasks take an age, constant form filling by post. A letter from HSBC takes 14 days to receive and they attempt to blame Royal Mail. Their chat people are clueless and lie . Avoid

Reviewed on 8th May 2021
Paul Wiltshire's avatar
Paul Wiltshire

Death by call centers

Awful experience with HSBC, who have moved all their communications to call centers to save themselves money at the cost of their... Read more

Awful experience with HSBC, who have moved all their communications to call centers to save themselves money at the cost of their customers.

I have been trying to talk to someone about a fraud case for two weeks. I've spoken to people who don't understand the situation, have given me the wrong information, are unable to send an emails, repeatedly forward me to another team.

Had someone panic and shut down my account then accidentally hang up.

Have been told I'll be called within 15 days and then after 15 days been told they're unable to give an estimate for when I'll be contacted.

Have been asked 'so? what do you want us to do about it?' on several occasions trying to report data theft.

All direct questions get answered with irrelevant information to try to divert away from the question.

I have been told my best option is to file a complain and wait 8 weeks for a response, and if I don't get a response... then there's nothing I can do.

Reviewed on 23rd April 2021
Alex's avatar
Alex

Reducing service

Over the years, HSBC has withdrawn the services offered to investors and reduced/changed staff regularly. From personal face-to-face service at the outset, I am now left with phone contact only. This is for significant investments.

Reviewed on 16th April 2021
Colin's avatar
Colin
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