Manage Information Requests

Home
Money transfers
Manage information requests

What is an information request?

An information request is when we (or another bank) ask for more information about a transfer you’ve asked to make. We do this to make sure your payment complies with our internal policy standards and any applicable laws, regulations and policies.

If there’s an information request you need to respond to, we'll let you know by email and SMS (with a reminder every 2 days). So it’s important to make sure your contact details are up-to-date.

We'll give you a deadline for responding, and recommend doing so as soon as possible to avoid further delays to your transfer.

How to respond to an information request

Respond in the HSBC UAE app

The easiest way to respond to an information request is using the HSBC UAE app:

Log on to the HSBC UAE app
Go to ‘Pay and transfer’ and select ‘Manage information requests’
Select the transfer and submit the information requested

Once you've provided the information, it usually takes around 2 business days to review and take any necessary action on your transfer.

How to get the app This link will open in same window

Respond by phone

If you'd like to respond to an information request by phone, please contact our call centre and let them know you've received an information request. You'll need the case number, which you can find in the subject line of the email we sent you, or in our app.

Someone from our information request team will then call you back.

Frequently asked questions

When you receive an information request, you'll be given a deadline to respond by. Here's what happens if you don't respond in time:

If the information request came from another bank or banks, we'll inform them that you haven't responded. We'll then ask them to return the funds to you if they're unable to review your transfer without the information they'd asked for. If an FX conversion is needed when returning the funds to you, the exchange rate on the day the credit is made will be used.

If the information request came from us, we'll attempt to review the transfer using the information we have in our records. If that isn't possible, or if we review the transfer and decide to decline it, we'll credit the funds back to your account. If an FX conversion is needed, we'll use the exchange rate on the day the credit is made.

Please note:

We won’t be liable for any loss incurred due to the review or the payment being credited to your account
We won't be liable for your transfer being held or blocked by other banks in line with their local regulations
If another bank or banks are involved, they may charge additional fees when they process the transfer, including if they have to return the money

You can find any information requests you still need to respond to in the HSBC UAE app:

Log on to the HSBC UAE app
Go to ‘Pay and transfer’ and select ‘Manage information requests’
Any information requests you still need to respond to will be shown under the 'Open' tab

Please note that you can only view details of information requests made in the past 18 months.

You can find details of any information requests you’ve responded to, plus expired requests, in the HSBC UAE app:

Log on to the HSBC UAE app
Go to ‘Pay and transfer’ and select ‘Manage information requests’
Select the ‘Closed’ tab to view any information requests you've responded to

Please note that you can only view details of information requests made in the past 18 months.

If you’d like any more information about an expired request, or you’d like to provide the information requested, please contact us.

What is an information request?

How to respond to an information request

Respond in the HSBC UAE app

Respond by phone

Frequently asked questions

What happens if I don't respond to an information request?

Where can I find any information requests I still need to respond to?

Where can I find old information requests?

You might also be interested in

Contact us

International payment tracker

Mobile banking

Connect with us