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Find out more about how we handle your complaints

If you're unhappy with our service or something we've done, please let us know. Making a complaint gives us the chance to investigate and improve things for you and everybody else.

How do I make a complaint?

The easiest way to make a complaint is by emailing us at contactus.me@hsbc.com or by completing the form available online.

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 you haven't had a response to your initial complaint within 15 working days.

Online

By fax

Send a fax to +971 2 6916004

In-branch

You can find Central Bank of the UAE branches at the following locations:
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

You can find Central Bank of the UAE branches at the following locations:
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

Listening to what you have to say about services matters to us. It's easy to share your ideas, stay informed and join the conversation.