HSBC UK Reviews 27,021

I attended Exeter High Street branch of HSBC to register a complaint into the transfer of an ISA into the HSBC 1 year fixed ISA product which has been a wholly unsatisfactory process, however in recording this complaint I was dealt with by the highly professional and understanding Simon Jenkins who spent time to explain the complaint process and assisted me in recording my complaint and ensured I was content with the complaint wording and subsequent follow up procedures. As usual dealing with Simon exemplified the excellent customer services usually demonstrated by HSBC employees and he is a credit to HSBC, it is such a shame that unfortunately HSBC's ISA transfer process is not of the same standard and failings in this process need to be addressed urgently.

I am a new customer in Nottingham who has opened a bank account. The system and paperwork were a bit complicated for me , but with the help of the professional HSBC team, especially Mrs. Khushbakht BUTT, I had a very good experience .

Thank you all

Very helpful , all advice and explanation very clear , very good mortgage offers Were so happy over all thanks to mortgage advisor Amanda

Great service, Really helpful staff thank you. Carlisle branch.

I visited HSBC Sheffield city branch and was assisted by Vikrant regarding a fraud check on my account. As English is not my first language, I had to call fraud with the help of vikrant. He was so patient and was a great translator from his colleague to us in English and made sure we understood everything. Our work was done finally with his help. He is a great asset to HSBC. Kudos to him and best wishes.

Opened and subscribed to a cash ISA and also requested a “transfer in” from a previous year cash ISA (from a building society). After waiting approximately 1 month to be constantly “fobbed off” from many “online chat” discussions I have now raised a formal complaint prior to referring the matter to the Financial Ombudsman. Similar frustration re online monthly saver - why can’t a deposit be sent (electronically) on a Saturday?

HSBC had a meeting to join premier banking and it did not disappoint lovely service the hsbc seems to have your interests at heart good information and guidance on tax look forward going forward with this banking team behind me.
Well done ⭐️

I had an excellent experience at HSBC Kilburn High Road thanks to Kara. She is always extremely professional , kind and helpful every time I visit the branch. Kara takes the time to explain everything clearly and always makes me feel welcomed and valued as a customer. Her friendly attitude , patience and outstanding customer service truly stand out. HSBC is very lucky to have someone as dedicated and supportive as Kara on their team. Thank you for your continuous help and professionalism.

Premier Onboarding

The appointment took nearly an hour over the phone.

Really long and at times a little frustrating as it takes a lot of simple questions which I felt could be answered on line

Some of the questions the bank should already know, like income and who employer is as they can see salary being paid every month

I have never experienced customer service as frustrating and exhausting as I have with HSBC over the past two months.

I opened an HSBC credit card with a 35-month 0% balance transfer offer and transferred an existing balance with the intention of paying it down gradually over the promotional period.

A few months later, I made ONE purchase on the card (£1,036 with Villa Plus) purely for the added consumer protection credit cards provide. Within days, I paid the purchase off in full because I specifically wanted to avoid interest charges.

HSBC then started charging me interest anyway.

After spending HOURS trying to resolve this, the issue still remains unresolved because multiple advisers simply could not understand the actual problem I was explaining.

I repeatedly explained that:

* I had already paid the purchase in full,
* the remaining balance was the original interest-free balance transfer,
* and HSBC appeared to have allocated my payment against the promotional balance rather than the purchase balance, resulting in ongoing interest.

Instead of engaging with that issue, adviser after adviser simply repeated scripted responses saying:
“You didn’t pay the full statement balance.”

I had online chats time out while agents disappeared mid-conversation. I spent around 90 minutes in branch with staff trying to explain the issue. A representative refunded the first set of charges and promised a callback the next day to prevent this happening again.

No one called.

The following month, HSBC charged me interest again.

I am a full-time working single mum to a toddler and genuinely do not have the time or energy to spend hours repeatedly explaining the same issue to different people who either don’t understand or won’t properly investigate it.

The most frustrating part is that HSBC never clearly explained that making a purchase on a balance transfer card — even if repaid almost immediately — could still trigger ongoing purchase interest unless the entire statement balance was cleared.

Had that been properly explained, I would never have used the card for purchases.

At this point I have raised a formal complaint and will escalate to the Financial Ombudsman if necessary.

Extremely disappointing experience from a major bank.

Vasanti Bhatti at the Coventry Cheylesmore branch was very helpful in getting my current account sorted, explained everything in detail and answered all my questions, thanks again for your help 👍

I had contacted Customer Service at HSBC via the Chat to check on the progress of my Current Account Application. After about 5 Minutes, the Customer Service Agent was cut off by a short technical hitch, when I had managed to log back onto my chat with the Advisor, he had ended our chat; I was connected to another Advisor, I had to explain myself again, shortly after, this Advisor told me that I had to contact the Customer Service Agents over the phone, I had explained to the Agent over the chat, that I already had chased them earlier this week,(only to be told that there were no Current Account Application for me), and was told by the Agent over the phone that my 2 profiles had to be merged and then my new Current Account will be displayed on my online banking. However, I am disappointed, as I had such high hopes of having a good financial relationship with HSBC, I have 2 savings accounts with HSBC with no way of transferring out should I need to make a withdrawal. Not pleased with how I have been pushed from pillar to post; also had tried to apply for a Advance Current Account but why is it so difficult to apply for one?? .. at this point, I see no point in pursuing my enquiries concerning my Current Account Application; and would appreciate it if HSBC could put back the points on my Credit File for the Hard Searches made for my Current Account Application in which I have not received any Account. Thank you.

We had Danielle Chadwick support us with our mortgage application. She was very patient and informative whilst also giving us lots of opportunities to ask questions. Danielle made the whole experience stress free as she was also flexible with appointments and was quick to answer any emails. Thank you so much! Positive experience 5/5.

Wow what a fantastic easy process.everything fully explained, so helpful Amanda Cambell was so knowledgeable, everything made simple an absolute credit to HSBC morgage I spoke to a couple prior from different lenders who weren't a scratch on this amazing level of service Thank you so much

Great and kind staff, app really easy to work
Happy with HSBC

My son and I met with the mortgage advisor; Anjali Negi at the Cardiff branch of Hsbc and she was a breath of fresh air. She didn’t make us feel rushed or that we were daft asking our (many!) questions.
It was so lovely to have such a charming, empathetic and supportive person look after us. Thank you again.

The staff were very friendly and helpful. The cashier, Karen, was particularly helpful and sorted out my banking problem.

Very clear explanation of benefits, thank you!

I recently completed my first mortgage with HSBC and had an excellent experience throughout the process. The entire journey was smooth and stress free, which was especially reassuring as a first time mortgage applicant.

A special thank you to Adolf Okonjo, who handled my application professionally and in a very friendly manner. He kept me well informed at every stage, explained everything clearly, and was always available to help with any questions I had.

I would highly recommend both HSBC and Adolf Okonjo to anyone looking for a mortgage. Their excellent customer service and support made what could have been a stressful process feel straightforward and hassle free.

Thank you for making my first mortgage experience such a positive one.

Customer service by Rachina Thapar. Super helpful, thanks.