Resolving Your Complaints
For complete details on how to file a complaint, please refer to our Resolving Your Complaints brochure:
Traditional Chinese (PDF)
Internal Review Steps
Step 1: Your HSBC Representative
Step 1: Start with your HSBC representative
At HSBC, we are committed to providing you with the best customer experience we can. We encourage you to let us know, whenever our service does not meet your expectations. Reach out to us if we have failed to provide you with the level of service you expect to receive.
HSBC Premier: 1-866-233-3838
Internet Banking Secure Message
You can also reach us by logging onto your Internet Banking account and sending us a secure message.
For help finding the HSBC branch closest to you, use our convenient
Receipt of your concern will be acknowledged in person, by telephone or in writing. We will provide you with the contact information of an HSBC representative from whom you can obtain updates on the status of your concern. Following a detailed investigation, we will provide you with a response detailing our investigation, our decision and an explanation on how this decision was reached.
Step 2: HSBC Customer Relations Office
Step 2: Other avenues for resolution at HSBC
The majority of our customers’ concerns are resolved by one of our HSBC representatives. However, if you find that yours has not been resolved to your complete satisfaction, they will escalate matters on your behalf to the HSBC Customer Relations Office.
Customer Relations may be reached at:
HSBC Customer Relations Office
2910 Virtual Way
Vancouver, BC V5M 0B2
The HSBC Customer Relations Office will acknowledge receipt of your concern and tell you who to reach to obtain details on the status of its handling. Following a detailed investigation, they will provide you with a written response detailing their investigation, their decision and an explanation on how this decision was reached.
The HSBC Customer Relations Office also handles customer concerns directed to the Office of the President and Chief Executive Officer.
Step 3: HSBC Internal Review Bodies
Step 3: Internal review bodies
If you are not completely satisfied with the resolution reached by the HSBC Customer Relations Office, you may escalate your complaint to the HSBC Commissioner of Complaints or, if your complaint relates to privacy, the HSBC Office of the Privacy Officer.
The HSBC Commissioner of Complaints
HSBC has established a Commissioner of Complaints to help with unresolved matters if you feel your complaint has not been adequately addressed by the Customer Relations Office.
Receipt of your request will be acknowledged by email, telephone or mail according to your preference. On completion of a detailed investigation, the HSBC Commissioner of Complaints will provide you with a written response detailing its investigation, its decision and an explanation on how this decision was reached.
The HSBC Commissioner of Complaints will only address your concern once it has been fully investigated by the Customer Relations Office. The HSBC Commissioner of Complaints can be reached at:
HSBC Commissioner of Complaints
2910 Virtual Way
Vancouver, BC V5M 0B2
The HSBC Office of the Privacy Officer
If you have unanswered questions or unresolved issues about how your personal information is collected, used, or disclosed by HSBC, please contact the Privacy Officer.
Receipt of your concern will be acknowledged by email, telephone or mail according to your preference. Following a detailed investigation, you will be provided a written response. You may contact the HSBC Office of the Privacy Officer at:
HSBC Office of the Privacy Officer
3383 Gilmore Way
Burnaby, BC V5G 4S1
A copy of the HSBC Privacy Code is available through your local HSBC branch, from the Office of the Privacy Officer, or at www.hsbc.ca.
Resolution through external regulatory bodies
If you are not satisfied with the action taken by HSBC to resolve your concern, we encourage you to call or write to the relevant external independent body: