Complaints and Feedback

Live Chat or phone call

If you chat or speak with us, we’ll try to resolve your complaint as soon as you get in touch with us. However, where we need to look into your complaint in more detail, we’ll need a little more time. In these cases, we aim to get back to you within 5 business days. 

In writing

When you share your complaint with us in writing, it takes a bit longer. Our goal is to resolve your issue within 10 days. Where we are unable to respond during this time we will contact you with an update. 

If you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct a review and look to get it sorted. To ensure your concerns are fully and efficiently addressed, please share following:

• Facts related to your complaint
• Name of the HSBC representative with whom you originally raised the issue
• Names of any other individuals involved

Our customers are at the heart of everything we do, and we want you to be happy with the products and service you receive. Unfortunately, we know that things can sometimes go wrong. When this happens, we aim to: 

• Put things right for you as best and as quickly as we can. 
• Make sure you know who is dealing with your complaint should we need more time to work out what’s gone wrong. 
• Learn from your issue, and implement the changes needed to make sure it doesn’t happen again.

You have the right to file a complaint with any of the following agencies:

CFPB

NYSDFS

OCC