We’re sorry that you’re not happy with our service
We'll do all we can to help and respond as quickly as we can.
For complete details on how to raise a complaint with us, please refer to our Resolving Your Complaints brochure:
Complaints for other business areas and external bodies
What happens next?
Our representatives are able to resolve most of our customers' concerns. However, if you’re not satisfied with how our representatives resolved your concerns, you can escalate further following steps 2 and 3 below.
Start with an HSBC Representative
We’ll acknowledge your concern and get back to you once our investigation is complete.
We will automatically escalate your case (Step 2) if we haven’t finished addressing your complaint within 14 days.
Escalate if your complaint is not resolved
If you’re not satisfied with how our representative handled your concerns in Step 1, you can escalate further (or ask our representative to escalate on your behalf).
Escalate to HSBC Client Complaints Office
If you’re not satisfied with the resolution after following Step 1 and Step 2, you can escalate further to the HSBC Client Complaints Office.
This office will only investigate once you’ve tried to resolve your concerns through the previous two steps. The Client Complaints Office will review your complaint and provide HSBC’s final decision and an explanation about how and why this decision was reached.
Complaints for other business areas
Resolution through external complaint bodies
If you’re not satisfied with the action taken by us to resolve your concern, you may contact one of the external bodies below.
Not a complaint, but you want to give us feedback or tell us something?
Chat with us now
You can:
- Chat with us now by selecting ‘Need Help?’ in the right-hand side of the screen
Give us a call
Toll free:
Personal Banking:
HSBC Premier or Private Client Services:
HSBC Fusion:
Business and Corporate Banking: Contact your Relationship Manager
Outside of Canada and the US:
(long distance charges apply where collect calls are not available)
Personal Banking:
HSBC Premier or Private Client Services:
HSBC Fusion:
Business and Corporate Banking: Contact your Relationship Manager
HSBC branch
For help finding the HSBC branch closest to you, use our convenient Branch Locator or book an appointment.
Write to us
- Use the branch locator to find the branch address you’re looking for.
- Email us