Find out more about how we handle your complaints
Our complaints process
If something goes wrong, we'll do everything we can to put things right. Learn how our complaints process works, and how to escalate your complaint if you're unhappy with our response.
You have the right to raise a complaint with us regarding receiving unwanted telemarketing communications. Please use any of our contact channels to initiate, submit your request and pursue your complaint.
How do I make a complaint?
The easiest way to make a complaint is by chatting with us or email us at contactus.me@hsbc.com.
If you'd prefer, you can contact us another way instead.
What happens next?
Once we've received your complaint, we'll let you know we're looking into your complaint within 2 working days. We'll also give you a complaint reference number so we can quickly find your details in future.
We'll fully investigate all the issues you've raised and try to resolve them as quickly as possible by speaking with you or writing to you. And we'll keep you updated throughout the process (including giving you approximate timescales for any additional updates).
If you haven’t received a response to your complaint within the timeframe we advised, or if you’d like to escalate your complaint further, please contact our Customer Experience team. They’ll review your case and look into the matter further for you.
By email
By post
Customer Experience team, HSBC Bank Middle East Limited, PO Box 66, Dubai, UAE
Once we've heard from you, a Customer Experience representative will contact you within 2 working days.
Can I escalate my complaint further?
If we have not accepted your complaint or if you aren’t satisfied with our response, or if we did not provide you with a final response to your complaint within maximum 15 calendar days of receipt (certain complaint categories such as account opening, account closure, liability & clearance certificate, data correction of reported credit information, post-dated cheques, court orders have a shorter turnaround times for resolution), you have a right to raise your complaint to Sanadak UAE, an independent financial and insurance ombudsman. You can contact them:
Website: www.sanadak.gov.ae
Call Center: 800SANADAK (800 72 623 25)
In-branch
| Sanadak Branch | Location |
|---|---|
Abu Dhabi |
SANADAK Unit – Emirates Institute of Finance Building – Ground Floor – Sultan Bin Zayed The First Street - Abu Dhabi
Office hours:
Monday to Thursday 8:30 AM to 3:30 PM
Friday 8:30 AM to 11:30 AM |
| Sanadak Branch |
Abu Dhabi |
|---|---|
| Location |
SANADAK Unit – Emirates Institute of Finance Building – Ground Floor – Sultan Bin Zayed The First Street - Abu Dhabi
Office hours:
Monday to Thursday 8:30 AM to 3:30 PM
Friday 8:30 AM to 11:30 AM |