For complete details on how to file a complaint, please refer to our Resolving Your Complaints brochure:
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.
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.
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:
HSBC Customer Relations Office
2910 Virtual Way
Vancouver, BC V5M 0B2
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.
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.
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:
HSBC Commissioner of Complaints
2910 Virtual Way
Vancouver, BC V5M 0B2
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:
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:
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.
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON M5H 2Y4
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.
Other external bodies that provide information on regulated financial requirements and deal with consumer complaints related to the banking services industry include:
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:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
If you do not feel appropriate action was taken by HSBC Bank Canada to resolve your privacy matter, you may contact the Privacy Commissioner of Canada. The Privacy Commissioner of Canada is an independent office responsible for assisting customers with their privacy issues.
Office of the Privacy
Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3