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Feedback and Complaints

Process to offer feedback or submit a complaint

Grievance Redressal Policy

Introduction

We believe that customer service is an important imperative for sustained business growth and we want to ensure that our customers receive exemplary service across different touch points of the Bank. Prompt and efficient service is essential to retaining existing relationships and customer satisfaction is critical to the Bank. 

Customer complaints constitute an important voice of customer, and this policy details complaint handling through a structured grievance redressal framework. Complaint redressal is supported by a review mechanism, to minimize the recurrence of similar issues in future. The Bank’s Grievance Redressal policy follows the following principles: 

  1. Customers are treated fairly at all times
  2. Complaints raised by customers are dealt with courtesy and in a timely manner
  3. Customers are informed of avenues to escalate their complaints within the organization, and their rights if they are not satisfied with the resolution of their complaints
  4. Complaints are treated efficiently and fairly
  5. The Bank employees work in good faith and without prejudice, towards the interests of the customers

This policy is available on the Bank’s website and at our branches on request. Employees are aware of the complaint handling process and the grievance redressal mechanism of the Bank.

Awareness of the Grievance Redressal mechanism

At HSBC, Customer Delight is our priority and we are committed to provide our customers Best in Class Banking Experience. If Customers are happy with our services, we would love to hear from them. Similarly, customer feedback helps us strengthen things that we are doing well and at the same time improve on areas where we need to do better.

The customer can record their grievances / provide their feedback in writing or verbally. The customer can approach the Bank to register a complaint through any of our service touch points given hereunder and expect a response within 10 days of complaint registration.

In case the customer does not receive a response within the number of days indicated below for each level or if the customer is dissatisfied with the response received from the Bank, the customer may escalate the complaint to the next level as indicated below.

Click on the links below to access the grievance redressal mechanism of the Bank. 
Grievance Redressal Mechanism - Non Demat Accounts
Grievance Redressal Mechanism - Demat Account holders

Internal Machinery to handle Customer complaints

Nodal Officers and other designated officials to handle complaints and grievances

The Bank has appointed Regional Nodal Officers and the Chief Nodal Officer under the Banking Ombudsman Scheme 2006 (as amended upto July 1, 2017), who are responsible to ensure that the complaint is resolved on behalf of the Bank. Details of Regional Nodal Officers, our Senior Management and Banking Ombudsman are displayed on the notice boards at branches and have been published on the grievance redressal page on our website. The Code of Bank’s Commitment to Customers and the Fair Practice Code is also available on our website.

Resolution of Grievance

The service touch point (as specified above) receiving the complaint is responsible for resolution of complaint/grievance to the customer’s satisfaction.. Every attempt will be made  to offer the customer suitable and appropriate alternate solutions wherever possible. However if the customer continues to remain dissatisfied with the resolution, he can escalate the issue through the grievance redressal mechanism, referred under section 2 above. 

Time frame

Suitable timelines have been set for every complaint depending upon the investigations which would be involved in resolving the same. Complaints are suitably acknowledged on receipt and the customers are informed of delays if any, in the resolution.

Sensitizing staff on handling complaints (Training)

Our staff is specially trained for handling complaints. The training includes both operations and soft skills, as different customers perceive and react differently to the aspects of complaint handling. Our staff is encouraged to have an open attitude towards recording complaints, ensuring service recovery and winning the customer’s confidence. The Chief Nodal Officer and other managers, based on their observation of grievance redressal in various service forums, share feedback and staff training needs with the respective departments.

Customer Service Committees of the Bank

The Bank has a robust framework of customer service committees to maintain oversight and contribute to enhancement of customer service within the Bank. The committees are responsible for understanding opportunities that may exist for service development and product enhancement, particularly towards enhancing customer experience. Important feedback is shared between the committees, on implementing service initiatives while assessing customer feedback on the overall quality of service rendered by the Bank.

Customer Service Committee of the EXCO

This committee of the Board is responsible to oversee the implementation of service enhancement initiatives across the Bank. The Customer Service Committee of the EXCO meets once in a quarter and is required to formulate policies on improved customer experience, assess the service governance structure and effect ongoing improvements in the quality of service provided by the Bank

Standing Committee on Customer Service

This committee serves as a micro level customer service committee driving the implementation process and providing relevant feedback on the effectiveness of the customer service initiatives. On a monthly basis, the committee reviews service metrics across businesses and touch points, and assesses prevalent practices and processes to take the necessary corrective action on an ongoing basis. This Committee is also responsible for overseeing the implementation of regulatory requirements on customer service with the respective units.

Branch Level Customer Service Committee

The Branch Level Customer Service Committee encourages formal communication between customers and the Bank at a branch level, thereby strengthening the branch service with the active involvement of its customers. The committee provides a monthly forum for direct interaction with a cross section of branch customers. Branch customers who are Senior Citizens are also invited to these forums and encouraged to share their views on branch service.

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More Information

Grievance Redressal Mechanism - Non Demat Accounts

At HSBC, we want to make sure that you get only the very best of service from us - service which you, our valued customer, deserves. For any service requests or queries, you can approach your nearest Branch or Contact Centre.

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

Escalation to Banking Ombudsman

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 the below link Banking Ombudsman Scheme 2006 & Address and area of operation of Banking Ombudsman.

Grievance Redressal Mechanism - Demat Account holders

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

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

Please contact the Compliance Officer of HSBC

Name: Mr. Parnil Bector
Email ID :- retaildematqueriesinm@hsbc.co.in
Phone Number: +91 80 – 49089640 , +91 40 – 67173410

You may also approach the Chief Executive Officer of HSBC at

Name: Mr. Surendra Rosha
Email ID: ceosoffice@hsbc.co.in
Phone Number: +91 80 – 49089640 , +91 40 – 67173410

If you are not satisfied with the resolution which you receive, you may contact the concerned Stock Exchange / Depository at the following:

Stock Exchange / Depository Contacts
  BSE
Web Address
www.bseindia.com
Contact Number 91-22-61363100
Email ID bsehelp@bseindia.com
  NSE
Web Address
www.nseindia.com
Contact Number 91-22-25045300
Email ID nseiscmum@nse.co.in
  MCX – SX
Web Address
www.mcx-sx.com
Contact Number 91-22-67319000
Email ID customerservice@mcx-sx.com
  CDSL
Web Address
www.cdslindia.com
Contact Number 91-22-22723333
Email ID complaints@cdslindia.com
  NSDL
Web Address
www.nsdl.co.in
Contact Number 91-22-24994200
Email ID relations@nsdl.co.in


You can also lodge your grievances with SEBI at https://scores.gov.in. For any queries, feedback or assistance, please contact SEBI Office on Toll Free Helpline at 1800 22 7575 / 1800 266 7575.

Related Link(s):
https://www.sebi.gov.in

Compliments

We try our best to provide excellent service to all our customers. If you like the way we served you or just did something special, we would love to hear about it. This will encourage our employees to serve you better at all times.