Resolving Your Complaints

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

Toll-Free Line
Personal: 1-888-310-4722
HSBC Premier: 1-866-233-3838

Email
info@hsbc.ca

Online Banking Secure Message
You can also reach us by logging onto your Online Banking account and sending us a secure message.

HSBC Branch
For help finding the HSBC branch closest to you, use our convenient Branch Locator.

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.

If you wish to contact Customer Relations directly, they may be reached at:

HSBC Customer Relations Office
P.O Box 9950, Station Terminal
Vancouver, BC V6B 4G3
Toll-free: 1-888-989-HSBC(4722)
Email: customer_relations@hsbc.ca

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
P.O Box 9950, Station Terminal
Vancouver, BC V6B 4G3
Toll-free: 1-800-343-1180
Email: commissioner_complaints@hsbc.ca