How you can provide feedback
Whatever feedback you seek to provide the following avenues are in place to ensure your comments reach the right person and are dealt with promptly.
If you are a personal customer and wish to provide feedback, either as a complaint or compliment, you have the following options.
Please do not hesitate to contact your local branch. In most cases, the Customer Service Manager should be able to resolve the problem; if not, ask to speak to the Branch Manager, who will undertake further action.
Our friendly Contact Centre is also available to assist with feedback and can be contacted in the following ways.
Contact us online for existing customer with access to online banking
Customer Relations Team
HSBC Bank Australia Limited
Tower 1 - International Towers Sydney
100 Barangaroo Avenue
Sydney NSW 2000
If you are a Corporate Customer, please directly contact your Relationship Manager.
Our commitment to resolving complaints
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.
We do expect that procedures we have in place will resolve any issues raised. However, if 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, you believe 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
HSBC is committed to ensuring fair outcomes and continuous improvements to the customer experience. That's why we've appointed Ayela Thilo as our Customer Advocate.
If you are not satisfied with the outcome of our complaint resolution process, you can ask for your dispute to be referred to Ayela. She will undertake a review of the outcome of your complaint and will keep you informed of her progress. Ayela will aim to provide you with a decision as quickly as possible.
Ayela can be emailed at email@example.com.
If you ask Ayela to conduct a review of your complaint and you are still unsatisfied you can still contact an external dispute resolution scheme.
Of course, you still have the right to contact an external dispute resolution scheme should you wish to rather than refer your complaint to Ayela. However if you raise your complaint with an external dispute resolution scheme before contacting Ayela it can't be reviewed by her.
External Dispute Resolution
The Australian Financial Complaints Authority (AFCA) provides independent dispute resolution handling complaints about financial services which is free for you. To contact the AFCA directly, call 1800 931 678, email firstname.lastname@example.org or visit www.afca.org.au/.
Time limits may apply to complain to AFCA and 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.
For existing customer with access to online banking
Call customer service (24 hours)