Send us your feedback
Whether you are providing feedback, paying a compliment or making a complaint, your input helps us serve you better. Our management team values your feedback and take on board your views to help us improve and serve you better.
How to contact us
Contact us online
Complete an online form:
Or send a secure message via online banking.
Feedback and compliments:
Contact Customer Services. Lines are open from 8:45 a.m. to 10:00 p.m. everyday.
Fill in a feedback form in one of our branches and leave it with our staff.
A Customer Complaint Desk is available during office hours at HSBC Centre, Ground Floor, 18, CyberCity, Ebene.
How we resolve complaints
We aim to resolve customer concerns and problems straight away and to your satisfaction, but more complex matters can take longer. Where we need to look into the matter in more detail, we'll send you an acknowledgement letter within 2 working days to:
- explain what will happen next
- when you can expect to hear from us again
When we've completed our investigation, we'll send you a full written response within 10 days.
If you're not happy with our response
If you feel we haven't resolved your complaint properly or if you haven't received a reply within 10 days as from the date of your complaint, you may refer your complaint to:
Office of Ombudsperson for Financial Services
8th Floor, SICOM Tower
Ebene CyberCity 72201
Telephone: 460 0476
Reception: 460 0473/4
Fax: 468 6473
In your letter, please ensure you specify the:
- nature of your complaint
- redress sought for
- reason for your dissatisfaction
Please also include copies of:
- the complaint you made to us
- the response you received from us
- any other documents relevant to your complaint