Grievance Redressal

Are you getting the service you deserve?

At HSBC, we want to make sure that you get only the very best of service from us - service which you, our valued customer, deserve.

If at any stage, you feel that our service levels are not upto your expectations, here is what you can do:

Level 1

• Banking customers can contact the customer service executive(s) at our branches or write to the relevant Branch Manager explaining the details of the issue concerned. For locating a branch near to you, please follow this link: HSBC Branch and ATM locator. For credit card customers, please follow other channels that are mentioned below.
• Please call our Phone Banking Service and our Customer Service executives will be glad to assist you. For a list of contact numbers please follow this link: Call Us. Please quote the complaint reference number provided by the Customer Service Agent in case you wish to correspond further on the same issue.
• Customers preferring electronic mail should write to info@hsbc.co.in. We recommend that you send an email to us via secured channel i.e. by logging to your Internet Banking account. This is to ensure that we maintain customer confidentiality and security.

Level 2

If you are not satisfied with the response that you receive from the above access channels or if you do not hear from us in 10 working days, you can escalate your complaint by writing to the below mentioned address:

The Manager,
Customer Connect,
The Hongkong and Shanghai Banking Corporation Limited,
No. 96, Dr. Radhakrishnan Salai,
Mylapore,
Chennai - 600 004.

Please quote the reference number provided to you in your earlier interaction along with your account / card number to help us understand and address your concern.

Level 3

If you are not satisfied with the response that you receive from the Customer Connect Team or if you do not receive a response within 7 working days of escalating your complaint to the Customer Connect Team, please contact the Nodal Officer of the bank to examine your issues and provide a fair and speedy resolution.

Please write to
Mrs. Sathya Srinivasan,
Nodal Officer,
The Hongkong and Shanghai Banking Corporation Limited,
No. 96, Dr. Radhakrishnan Salai,
Mylapore,
Chennai - 600 004.
Email: nodalofficerinm@hsbc.co.in

You will receive a response within a period of 7 working days of Mrs. Srinivasan receiving your complaint.

OR

You may contact the Nodal Officer Team at the following contact number between 09:30 AM to 06:00 PM, Monday to Friday.
Ph: +91 44 - 3911 1217
Please quote the reference number (if any) pertaining to your earlier contact with the Bank on the same issue, in all your interactions with the Nodal Officer Team and above.

Final Escalation and Banking Ombudsman Scheme

Should you feel that your concerns have not been fully addressed yet or if you do not hear from Mrs. Srinivasan within 7 working days, please write to:

Mr. Gannesh Bharadhwaj,
Country Head, Personal Financial Services,
"Shiv" Building – Plot No. 139-140,
3rd Floor,
Sahar Junction Road,
Western Express Highway,
Near Garware,
Vile Parle (E),
Mumbai – 400 057

You will receive a response within a period of 5 working days of Mr. Bharadhwaj receiving the letter.

In the event that you do not receive any response within one month from the date the Bank first received your representation, or if you are dissatisfied with the response given by the Bank, you may write to the Banking Ombudsman, a statutory body appointed by the Reserve Bank of India under its Banking Ombudsman Scheme 2006, to look into the provision of satisfactory service by banks. Brief details of the scheme are as follows:

The Reserve Bank of India has appointed an Ombudsman, who can be approached for redressing customer grievances if they have not already been redressed by HSBC. The salient features of the Scheme are as follows, and the following conditions will apply before the Ombudsman can be approached:

• The complainant, before making a complaint to the Ombudsman, had made a written representation to HSBC, and the Bank had either rejected the complaint, or the complainant had not received a reply within a period of one month after the complaint was received by the Bank, or the complainant was not satisfied with the reply given by the Bank.
• The complaint is made not later than one year after the complainant has received HSBC's reply to his/her representation or, where no reply is received, not later than one year and one month after the date of the representation to HSBC.
• The complaint has not been settled by the Ombudsman in any previous proceedings.
• The complaint is not the subject matter of proceedings before any court, tribunal, arbitrator or any other forum.
• The complaint is not frivolous or vexatious in nature.
• The complaint is made before the expiry of the period of limitation prescribed under the Indian Limitation Act, 1963 for such claims.

If you have any issue, which you wish to take up at this forum, please contact your Branch who will advise you in this regard. To obtain details of the scheme and the address and area of operation of Banking Ombudsman, follow this link: Banking Ombudsman Scheme 2006.

Please click to read the Code of Bank's Commitment to Customers released by Banking Codes and Standards Board of India (BCSBI) in July 2006. Please click to obtain a list of Code Compliance Officers in respect of the aforesaid Code.

Please click if you wish to download the leaflet on how to complain.

Please click if you wish to make a complaint.