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.
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).
What if i'm still not happy?
If you are unhappy with the response you've received, you can escalate your complaint to our Customer Experience team, who will look into the matter further for you.
You can also contact our Customer Experience team if you haven't received a response to your complaint as quickly as we said you would.
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 you're still not satisfied with our Customer Experience team's response, you have the right to refer your complaint to our local regulator, the Central Bank of the UAE.
You can also contact the Central Bank of the UAE, if we have not accepted your complaint nor provided you with a final response to your complaint within 30 calendar days of receipt, or you are not satisfied with our response.
Online
By fax
Send a fax to +971 2 6916004
In-branch
| Central bank branch | Location |
|---|---|
Abu Dhabi |
King Abdulla Bin Abdulaziz Al Saud Street, Al Bateen Area |
Dubai |
Al Gubaibah Street, Al Gubaibah Area |
Al Sharjah |
King Abdulaziz Street, Abu Shagara Area |
Ras Al Khaimah |
Al Muntaser Street, Al Nakheel Area |
Al Fujairah |
Hamad Bin Abdulla Street, Mraisheed Area |
Al Ain |
Ali Bin Abi Taleb Street, Oud Altuba Area |
| Central bank branch |
Abu Dhabi |
|---|---|
| Location |
King Abdulla Bin Abdulaziz Al Saud Street, Al Bateen Area |
| Central bank branch |
Dubai |
| Location |
Al Gubaibah Street, Al Gubaibah Area |
| Central bank branch |
Al Sharjah |
| Location |
King Abdulaziz Street, Abu Shagara Area |
| Central bank branch |
Ras Al Khaimah |
| Location |
Al Muntaser Street, Al Nakheel Area |
| Central bank branch |
Al Fujairah |
| Location |
Hamad Bin Abdulla Street, Mraisheed Area |
| Central bank branch |
Al Ain |
| Location |
Ali Bin Abi Taleb Street, Oud Altuba Area |