Had an issue with HSBC? Get a real response.
How to submit a complaint with HSBC
HSBC Australia provides several ways to lodge a complaint, so you can choose the option that suits you best.
- Phone (often the quickest): Call HSBC’s Customer Relations team on 1300 308 188 (Australia) or +61 2 9005 8181 (from overseas). The line operates Monday to Friday, 9am–5pm Sydney time. Let the representative know you are making a formal complaint. Some issues may be resolved immediately, others will be escalated for review.
- In branch: Visit an HSBC branch and speak with staff or the branch manager. Bring any supporting documents (statements, letters, screenshots) so the issue can be clearly documented and forwarded to Customer Relations if needed.
- Online form: Use HSBC’s online Feedback and Complaints form, available 24/7. You’ll be asked to provide your details, describe the issue, and state the outcome you want. Submitting the form creates a case and generates a reference number.
- Letter: If you prefer writing, address your complaint to Customer Relations Team, HSBC Bank Australia Limited, Tower 1 – International Towers Sydney, 100 Barangaroo Avenue, Sydney NSW 2000. Include your contact details, relevant account numbers, a clear timeline of events, and the resolution you’re seeking.
Tip: Be factual and concise, list dates and amounts, attach evidence where relevant, and clearly state what outcome you want (for example, a fee refund, correction, apology, or compensation).
After you lodge a complaint, HSBC follows a defined process designed to be transparent and timely.
- Acknowledgement: HSBC confirms receipt and provides a reference number. If you complain by phone or in branch, ask for this number.
- Investigation: A Customer Relations Case Manager is assigned to your complaint and may contact you for clarification or additional information.
- Timelines: HSBC aims to resolve most straightforward issues within five business days. More complex matters can take longer, but by regulation HSBC must provide a final response within 30 days. You’ll be kept informed if extra time is needed.
- Outcome: HSBC explains the findings and decision in plain language and outlines any remedy, such as a fee waiver, refund, correction, apology, or goodwill gesture.
HSBC states it investigates the root cause of issues and uses complaints to improve processes and prevent repeat problems.
Common complaints against HSBC
Customers commonly raise complaints in these areas:
- Customer service and wait times: Long phone queues, difficulty reaching knowledgeable staff, or frustration with automated chat tools.
- Outdated or manual processes: Requests requiring paper forms or branch visits for tasks customers expect to complete online.
- Online banking and app issues: Login problems, errors, or difficulties with international transfers and account security checks.
- Fees and charges: Unexpected account or card fees, changes to long-standing products, or charges applied after accounts were believed to be closed.
- International banking and foreign currency issues: Transfer delays, exchange rate concerns, or unexpected international transaction fees.
- Scam and fraud handling: Concerns about how quickly and fairly fraud claims are investigated and reimbursed.
If your issue fits one of these categories, naming it clearly in your complaint can help it reach the right team faster.
HSBC complaints submitted through Ajust
I had my HSBC account access blocked after receiving threatening emails about potential closure, but no one responded when I asked for clarification. I rely on this account for daily transactions, so the silence made it worse. Filing a formal complaint felt like the only way to get answers and some transparency about what was actually happening. - Gerard
HSBC blocked all my accounts in March 2025 over a so-called suspicious transaction while I was overseas. I made eight calls and sent twelve emails, but no one could tell me when I’d get access to my money back. Being stuck abroad without funds pushed me to lodge a complaint just to be heard. - Anna
After HSBC downgraded my credit card status from Gold to Silver despite meeting the spending requirement, I felt completely ignored. I’d paid the annual fee and followed the rules, yet no one followed up as promised. Submitting a complaint was the only way to challenge a decision that directly contradicted what I’d been told. - Simon
HSBC restricted my account for months without giving me any reason, despite repeated branch visits, calls, and emails. Not knowing why my own money was locked up caused serious financial hardship. Making a complaint became less about frustration and more about demanding basic accountability and communication from my bank. - Jigardeep
How other consumers HSBC complaints got resolved
Fee dispute resolved: A customer disputed a late payment fee despite paying on time. After review, HSBC identified a processing issue and refunded the fee as a goodwill gesture.
Fraud investigation with reimbursement: A customer reported unauthorised card transactions. After investigation and follow-up, the disputed amount was refunded and the account secured.
Interest rate discrepancy corrected: A customer noticed a promotional savings rate had not applied as advertised. After escalation and external review, the bank reassessed the case and corrected the application of the rate.
If you are unhappy with the initial response:
- Request a further review: Ask for your complaint to be reviewed by a supervisor or the Customer Relations team. Clearly explain why the outcome is unsatisfactory.
- Seek clarity: If HSBC does not uphold your complaint, ask for a clear explanation of the decision and the information relied upon.
- Keep records: Save all correspondence, reference numbers, and evidence in case you need to escalate externally.
Internal escalation often results in a fresh review and, in some cases, a revised resolution.
If your complaint is not resolved to your satisfaction, or 30 days have passed since you first lodged it, you can escalate externally.
- Australian Financial Complaints Authority (AFCA): AFCA is the independent ombudsman for banks and financial services in Australia. It provides free dispute resolution and can require HSBC to provide remedies such as corrections, refunds, or compensation if appropriate.
For broader concerns, you may also contact:
- ASIC for serious misconduct in financial services.
- ACCC for potential misleading conduct or unfair practices.
- OAIC for privacy or data-handling issues.
These regulators typically address systemic issues, while AFCA handles individual disputes.
- HSBC Australia – Feedback and Complaints
https://www.hsbc.com.au/help/feedback-and-complaints/ - HSBC Online Complaint Form
https://www.hsbc.com.au/forms/feedback-complaint/ - HSBC Contact Numbers and Branch Locator
https://www.hsbc.com.au/contact/ - HSBC Complaints Charter
https://www.hsbc.com.au/help/feedback-and-complaints/complaints-charter/ - Australian Financial Complaints Authority (AFCA)
https://www.afca.org.au
Phone: 1800 931 678
Email: info@afca.org.au
HSBC Complaints FAQs
How do I make a formal complaint to HSBC Australia and make sure it’s taken seriously?
To submit a formal complaint to HSBC Australia, contact Customer Relations by phone on 1300 308 188, use the online complaints form, visit a branch, or write to their Sydney address. Clearly state that you are making a formal complaint and ask for a reference number. Include key dates, amounts, account details, and the exact outcome you want, such as a refund or correction. Being factual and specific helps your case reach the right team faster and reduces back-and-forth delays.
How long does HSBC Australia have to respond to a complaint?
HSBC Australia must provide a final response to your complaint within 30 days under financial services regulations. Many straightforward issues are resolved within five business days, but complex matters can take longer. After you lodge your complaint, HSBC will acknowledge it and assign a Case Manager to investigate. If extra time is needed, you should be kept informed, so you are not left wondering what is happening with your case.
What are the most common complaints about HSBC Australia?
Common HSBC Australia complaints involve fees and charges, online banking issues, customer service delays, and fraud or scam handling. Customers also raise concerns about international transfer delays, foreign currency fees, and outdated manual processes requiring branch visits. When lodging your complaint, clearly name the category your issue falls under, such as a disputed late fee or unauthorised transaction, to help direct it to the appropriate team and speed up review.
What can I do if HSBC rejects my complaint or doesn’t respond within 30 days?
If HSBC Australia rejects your complaint or fails to respond within 30 days, you can escalate it to the Australian Financial Complaints Authority (AFCA) for free independent review. Before escalating, request an internal review and ask for a clear written explanation of the decision. Keep all reference numbers and correspondence. AFCA can require remedies such as refunds, corrections, or compensation if HSBC has not handled your complaint fairly.
You’ve done your part, now it’s time to hold HSBC accountable.
Take the final step and submit a complaint that gets seen and responded to.