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.