Making a complaint with HSBC Innovation Banking
Meeting and exceeding our clients' expectations is one of the top priorities of our business. However, there may be occasions when something doesn’t meet your satisfaction.
If this happens, please let us know and we’ll do everything we can to resolve the problem with you. Our aim is to resolve problems as soon as we can in the hope of reaching a satisfactory outcome for you.
Please let us know about any complaints you have as soon as possible and provide as much information about the problem as you can.
If you’re a client with HSBC Innovation Banking you can raise a complaint by:
- Calling HSBC Innovation Banking Client Service on 0800 023 1441 (or on +44 207 367 7881 if calling from outside the UK).
- Writing to us at:
Complaints Team
HSBC Innovation Banking
Alphabeta
14-18 Finsbury Square
London
EC2A 1BR - Contacting your Relationship Management Team using your usual contact details.
For complaints about services with HSBC UK or HSBC in another country, please contact them directly using the details at the top of this page to get the help you need as quickly as possible.
How we’ll take care of your complaint
Once we’ve received your complaint we’ll begin our investigation into what has happened. We’ll always aim to resolve the issue as soon as possible.
We’ll contact you by the end of the third business day after receiving your complaint to give you an update if we are yet to resolve the issue.
Once our investigation is complete we’ll send you our final response to your complaint, usually within 15 business days.
If you’re still not satisfied after we’ve responded
If you are not satisfied with our final response, please let us know and we’ll continue to work with you to reach the correct outcome.
If we are not able to resolve your complaint to your satisfaction, you may have the right to refer it to the Financial Ombudsman Service. We’ll let you know in our final response if you’re eligible to refer your complaint to them. They’ll offer a free and independent review of your complaint and you can contact them using the details below:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
For further information, you can visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.
