Complaints and feedback

Send us your feedback

Whether you are providing feedback, paying a compliment or making a complaint, your input helps us serve you better. Our management team values your feedback and take on board your views to help us improve and serve you better.

How to contact us

Contact us online

Complete an online form:

Or send a message via online banking.

By email

Feedback and compliments:




By phone

Or contact your Relationship Manager

How we resolve complaints

Response times

We aim to resolve customer concerns and problems straight away and to your satisfaction, but more complex matters can take longer. Where we need to look into the matter in more detail, we'll send you an acknowledgement letter within 2 working days to:

  • explain what will happen next
  • when you can expect to hear from us again

When we've completed our investigation, we'll send you a full written response within 30 days.

HSBC Complaints Handling Policy

If you're not happy with our response

If you feel we haven't resolved your complaint properly or if you haven't received a reply within 30 days as from the date of your complaint, you may refer your complaint to:

Office of Ombudsperson for Financial Services
8th Floor, SICOM Tower
Wall Street
Ebene CyberCity 72201
Telephone: 460 0476
Reception: 460 0473/4
Fax: 468 6473
Website: Complaint_Forms – Office of Ombudsperson for Financial Services (

In your letter, please ensure you specify the:

  • nature of your complaint
  • redress sought for
  • reason for your dissatisfaction

Please also include copies of:

  • the complaint you made to us
  • the response you received from us
  • any other documents relevant to your complaint