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Handling your feedback

Customer service is important to us

At HSBC, our brand purpose is to advance the prosperity of all we serve; today, tomorrow and into the future. The support we provide our Commercial Banking clients focuses on both the interactions we have with your company and the products and services we offer.

HSBC adopts a people-focused and proactive approach to seeking and receiving feedback and complaints, and by doing so we demonstrate a strong commitment to addressing any issues raised by our clients.

Your feedback is always appreciated

We always welcome your feedback and have a number of avenues open to you to provide suggestions, acknowledge positive service, or make a complaint if you have concerns regarding our products and services.

We assure you that if you are making a complaint about a product, procedure or service, we take these matters extremely seriously. All complaints are treated in accordance with our duty of confidentiality, and we always aim to resolve them as soon as possible, so that we can better service your needs and improve our products and services.

How to make a complaint or provide feedback

In the event you are dissatisfied with anything relating to the products and services we offer and would like to make a complaint or provide feedback, we urge you to contact your HSBC Commercial Banking Relationship Manager who will look to resolve the matter with you as soon as possible.

Alternatively, you can raise complaints, provide feedback or make enquires via the following channels:

Web/Email

Log onto HSBCnet and provide feedback via the “Contact Us” icon
or
You can provide feedback to us directly, by clicking the button below:

E-mail us

Our commitment to resolving complaints

HSBC is committed to ensuring fair outcomes and continuous improvements to the customer experience.

We aim to resolve most issues within five working days of receiving your complaint. Some matters are more complex and can take a little longer. If that is the case, we’ll keep you informed of our progress.

However, if you are a small business and either of the following occurs:

a) Despite our best efforts, you believe your complaint has not been satisfactorily dealt with; or

b) After 45 days of receipt by the Bank of your complaint, the matter has not been resolved,

You may then wish to contact:
- The HSBC Customer Advocate; or
- an external dispute resolution scheme

HSBC Customer Advocate

If, as a small business (as defined under the Banking Code of Practice), you are not satisfied with the outcome of our internal complaint resolution process, you can refer your dispute to HSBC’s Customer Advocate, who will undertake a review of your complaint.

Importantly small businesses also have the right to contact an external dispute resolution scheme should they wish to, rather than refer their complaint to HSBC’s Customer Advocate.

The HSBC Customer Advocate does not review matters that have been raised with an external dispute resolution scheme.

If you ask HSBC’s Customer Advocate to conduct a review of your complaint and you are still unsatisfied you can still contact an external dispute resolution scheme.

HSBC’s Customer advocate can be contacted via email at: hsbc.customer.advocate@hsbc.com.au

Escalating complaints - External Dispute Resolution

In the event HSBC is unable to resolve your complaint directly and you are a small business as defined below; you may have access to the Australian Financial Complaints Authority (AFCA), which provides independent dispute resolution handling complaints about financial services and which is free for you.

AFCA defines small businesses as organisations with less than 100 full time (or equivalent) employees at the time the act or omission to which your complaint relates.

To contact the AFCA directly:

Time limits may apply to raise your dispute with AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

 

Issued by HSBC Bank Australia Limited ABN 48 006 434 162 AFSL 232595. This information does not take into account your objectives, financial situation or needs.

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