At HSBC Bank Bermuda Limited, we are committed to providing you with a first-class service and effectively delivering the products and services you need. Even with the best of intentions, we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible. We’ll investigate the situation and where necessary, set about putting things right as quickly as possible. We will also take steps to avoid similar problems happening in the future.
Raise a complaint
Contact us – we’re here to help
Telephone | Online Banking (HSBCnet) | |
|---|---|---|
Call our Contact Center
Phone:
Or contact your Relationship Manager | If you’re an existing customer and use HSBCnet, the quickest and most secure way is to log on to HSBCnet and use the ‘Self Service and Support’ area to send us an email. For step-by-step instructions on how to submit a complaint download the instructions here. If you don’t currently use HSBCnet or bank with HSBC, you can complete our online form. |
Email your complaint to: |
Our complaints process
What happens when you first complain?
We will always try to resolve your concerns there and then. If this is not possible, we will fully investigate all the issues you have raised and aim to resolve them as quickly as we can, by speaking with you or writing to you. We aim to answer all complaints within 20 business days. The level of complexity can vary for each complaint which may impact our ability to resolve your complaint within this expected timeframe. If we're unable to respond within the timeline, we'll contact you with an update.
What can you do if you're not satisfied with the response to your complaint?
Where you are not satisfied with our final response or we fail to respond within the timescales above you can refer your complaint to the Bermuda Monetary Authority (the ‘BMA’ for ‘the local regulator’).