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Resolving your complaints

Share your concerns and find an answer

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:

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

If you’re not happy with our private investment counsel service or investment counsellor, follow the process in the brochures below:

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:

1-888-310-HSBC (4722)

 

HSBC Premier or Jade:

1-866-233-3838

 

HSBC Fusion:

1-877-955-HSBC (4722)

 

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:

1-604-525-HSBC (4722)

 

HSBC Premier or Jade:

1-604-216-8800

 

HSBC Fusion:

1-647-251-HSBC (4722)

 

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

How did we do resolving your complaints in 2021?

Listening to what you have to say about services matters to us. It's easy to share your ideas, stay informed and join the conversation.