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Resolving your complaints

For complete details on how to file a complaint, please refer to our Resolving Your Complaints brochure:

Internal review steps

Step 1: Start with your HSBC representative

At HSBC, we are committed to providing you with the best customer experience we can. We encourage you to let us know, whenever our service does not meet your expectations. Reach out to us if we have failed to provide you with the level of service you expect to receive.

Telephone

1-866-808-4722

Toll free

Receipt of your concern will be acknowledged in person, by telephone or in writing. We will provide you with the contact information of an HSBC representative from whom you can obtain updates on the status of your concern. Following a detailed investigation, we will provide you with a response detailing our investigation, our decision and an explanation on how this decision was reached.

Step 2: Other avenues for resolution at HSBC

The majority of our customers’ concerns are resolved by one of our HSBC representatives. However, if you find that yours has not been resolved to your complete satisfaction, they will escalate matters on your behalf to the HSBC Customer Relations Office.

Customer Relations may be reached at:

Address

HSBC Customer Relations Office
2910 Virtual Way
Vancouver, BC V5M 0B2

Telephone

1-888-989-HSBC (4722)

Toll-free

The HSBC Customer Relations Office will acknowledge receipt of your concern and tell you who to reach to obtain details on the status of its handling. Following a detailed investigation, they will provide you with a written response detailing their investigation, their decision and an explanation on how this decision was reached.

The HSBC Customer Relations Office also handles customer concerns directed to the Office of the President and Chief Executive Officer.

Step 3: Internal review bodies

If you are not completely satisfied with the resolution reached by the HSBC Customer Relations Office, you may escalate your complaint to the HSBC Commissioner of Complaints or, if your complaint relates to privacy, the HSBC Office of the Privacy Officer.

The HSBC Commissioner of Complaints

HSBC has established a Commissioner of Complaints to help with unresolved matters if you feel your complaint has not been adequately addressed by the Customer Relations Office.

Receipt of your request will be acknowledged by email, telephone or mail according to your preference. On completion of a detailed investigation, the HSBC Commissioner of Complaints will provide you with a written response detailing its investigation, its decision and an explanation on how this decision was reached.

The HSBC Commissioner of Complaints will only address your concern once it has been fully investigated by the Customer Relations Office.

The HSBC Commissioner of Complaints can be reached at:

Address

HSBC Commissioner of Complaints
2910 Virtual Way
Vancouver, BC V5M 0B2

Telephone

1-800-343-1180

Toll-free

Fax

604-673-3202

The HSBC Office of the Privacy Officer

If you have unanswered questions or unresolved issues about how your personal information is collected, used, or disclosed by HSBC, please contact the Privacy Officer.

Receipt of your concern will be acknowledged by email, telephone or mail according to your preference. Following a detailed investigation, you will be provided a written response.

You may contact the HSBC Office of the Privacy Officer at:

Address

HSBC Office of the Privacy Officer
3383 Gilmore Way
Burnaby, BC V5G 4S1

Telephone

1-800-343-1180

Toll-free

Fax

604-673-3202
A copy of the HSBC Privacy Code is available through your local HSBC branch, from the Office of the Privacy Officer, or at www.hsbc.ca.


Resolution through external regulatory bodies

If you are not satisfied with the action taken by HSBC to resolve your concern, we encourage you to call or write to the relevant external independent body:

Ombudsman for Banking Services and Investments

HSBC is a member of the Ombudsman for Banking Services and Investments. This is an independent external complaints body, approved by the Ministry of Finance, responsible for assisting banking customers with their concerns.

The Ombudsman for Banking Services and Investments will accept your request:

  • If you are not satisfied with the action taken by HSBC to resolve your complaint 
  • If we have taken longer than 90 days to investigate and respond to your concern from the date it was received by our Customer Relations Office

Once you have provided the relevant consent to the Ombudsman for Banking Services and Investments, we will fully co-operate with their investigation and provide them with all the information we have related to your complaint.

Address

Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON M5H 2Y4

Telephone

1-888-451-4519

Toll-free

Fax

1-888-422-2865

The Ombudsman for Banking Services and Investments may contact HSBC’s internal complaint-resolution staff (including the HSBC Commissioner of Complaints) to facilitate the earliest possible resolution.

The HSBC Commissioner of Complaints is available to assist you in forwarding your concerns to the Ombudsman for Banking Services and Investments.

Resolution through a regulatory body

Other external bodies that provide information on regulated financial requirements and deal with consumer complaints related to the banking services industry include:

Financial Consumer Agency of Canada

Federally-regulated financial institutions have certain responsibilities to comply with specific acts, regulations, codes of conduct and public commitments, ranging from account opening requirements to the disclosure of information.

The Financial Consumer Agency of Canada (FCAC) investigates and monitors complaints that relate to a possible violation of these obligations. The FCAC does not handle issues involving product pricing; service quality loan and credit granting policies; billing, advertising or contractual matters; or other general service issues.

If after contacting the HSBC Bank Canada, you are not satisfied with the actions we have taken to resolve your concern and you believe there may have been a possible breach of legislation, you may contact the FCAC office at:

Address

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9

Telephone

English 1-866-461-3222

Toll-free

French 1-866-461-2232

Toll-free

Fax

1-866-814-2224

Office of the Privacy Commissioner of Canada

If you do not feel appropriate action was taken by the HSBC Privacy Officer to resolve your privacy matter, contact the Privacy Commissioner of Canada. The Privacy Commissioner of Canada is an independent office responsible for assisting customers with their privacy issues. If you wish, the HSBC Privacy Officer can assist you in forwarding your concerns to the Privacy Commissioner of Canada located at:

Address

The Privacy Commissioner of Canada
112 Kent Street, Place de Ville
Tower B, 3rd Floor
Ottawa, ON K1A 1H3

Telephone

613-947-1698 1-800-282-1376

Toll-free

Fax

613-947-6850

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