Our Complaint Handling Procedures

Meeting and exceeding our clients' expectations is the most important part of our business. However, there may be occasions when something goes wrong and leaves you dissatisfied. If this happens, please let us know and we’ll do everything we can to resolve the problem with you. Our aim is to always resolve such matters as soon as we can and to your satisfaction.

Making a complaint

If something has gone wrong and you would like to make a complaint in relation to HSBC Innovation Banking, please get in touch and let us know by providing as much detail about the issue as you can. This can be done by either:

  • Calling the Innovation Banking Client Service team on 0800 023 1441 (or on +44 207 367 7881 if calling from outside the UK)
  • Writing to us at:
    EMEA Complaints,
    HSBC Innovation Banking,
    14-18 Finsbury Square,
    EC2A 1BR
  • Or by contacting your Relationship Manager directly.

How we handle your complaint

Once we have received your complaint we will begin our investigation into what has happened. We will always aim to resolve the issue as soon as possible. We will contact you by the end of the third business day after we have received your complaint to give you an update if we are yet to resolve the issue. Once our investigation is complete we will send you our final response to your complaint, usually within 15 business days.

What if you are still dissatisfied with our response?

If you are not satisfied with our final response then please do let us know and we will continue to work with you to ensure that the correct outcome has been reached.

If you still disagree with our response, then you may have the right to refer your complaint to the Financial Ombudsman Service. If you are eligible to refer your complaint to the Financial Ombudsman Service we will let you know in our final response. They offer a free and independent review of your complaint and can be contacted via the below:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

For further information, you can visit the Financial Ombudsman Service website at www.financial-ombudsman.org.uk.