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A smiling woman carrying a shopping bag; image used for HSBC Feedback and complaints page.

Feedback and complaints

We always welcome your feedback. We have a number of avenues open to you to provide suggestions, acknowledge positive service, or make a complaint.

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.

Personal Customers

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.

Contact Centre:

Our friendly Contact Centre is also available to assist with feedback and can be contacted in the following ways.

Toll Free:

1300 308 188

From Overseas:

+61 2 9005 8181


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

Please note:

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.

Dispute Resolution

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 30 days of receipt by the Bank of your complaint, you believe the matter has not been resolved,

you may then wish to contact an external dispute resolution scheme.


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, visit or write to GPO Box 3, Melbourne VIC 3001.

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.

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. 

Our Customer Advocate team advises and supports our Customer Relations team with the resolution of some complaints. The Customer Advocate team are also there to provide support for people in vulnerable circumstances, including family violence, financial abuse or people living with a mental impairment. If you feel you require this additional support as part of your complaint process please contact the Customer Advocate team.

The Customer Advocate team does not review individual complaints that have been responded to by the bank. If you are unhappy with the outcome of your complaint you may wish to escalate the matter to AFCA.

The Customer Advocate team are there to listen to customers and recommend changes be made to bank policies, procedures and processes. So if you have a general concern about any of these matters or the complaints process itself you can contact the team directly.

HSBC's Customer Advocate team can be contacted by email at or by post at:

Customer Advocate Team

HSBC Bank Australia Limited

Tower 1 – International Towers Sydney

100 Barangaroo Avenue

Sydney  NSW  2000