Had an issue with

HSBC

? Get a real response.

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.

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.