Contact us

There are a few ways to get help, give us feedback or make a complaint. Find out how to talk to us in person, by phone or online.

If you need help, or have a query you can get in touch with us by phone.

General enquires

+1 441 299 5959

Premier

+1 441 299 5252

Lines are open Monday to Friday, 09:00 to 17:00 AST.

You can start a conversation with us using the Chat icon in the bottom right-hand corner of the screen.

Available Monday to Friday between 09:00 and 17:00 AST.

If you'd like to speak to us in person, use our branch finder to locate your local HSBC branch. You can also pinpoint your nearest ATM.

You can also get in touch by sending a letter or email.

E-mail us at:

customer.care@hsbc.bm

We want to make it easy for you to tell us when something’s gone wrong, and to put it right fairly and as quickly as possible.

Make a complaint

You can make a complaint online, by phone or at one of our branches.

We'll acknowledge your complaint

We’ll acknowledge your complaint and confirm the next steps:

• Online complaints: within 1 business day
• Phone or branch complaints: during your call/visit where possible, or within 1 business day if follow-up is needed

Our acknowledgement will include:

• Confirmation of your Complaint Owner - who’s handling your complaint
• A request for any further information we may need from you
• An agreed timeline - when you can expect the next update on your complaint or confirmation that the complaint has been resolved and closed

We'll investigate and respond

We always try to resolve a complaint at the time we receive it. If this isn’t possible, we'll aim to resolve it within 5 business days. Some complaints are more complex, which may affect our ability to meet this timeframe. In those cases, resolution may take up to 8 to 10 weeks. If your complaint is expected to take longer due to its complexity, we’ll keep you updated at an agreed frequency until it’s resolved.

If you’re not satisfied with the outcome of your complaint

All complaints will be managed in accordance with our complaints management procedure. If you're not satisfied with the resolution we give, please contact our Customer Experience Manager on +1 441 299 6709. They'll discuss your complaint with you and determine whether it needs further investigation.

If you're not satisfied with the outcome, the Customer Experience Manager can escalate your complaint to the relevant member(s) of the Senior Management Team for additional review and final conclusion.

Your submission will be received by the Customer Experience Team and will be acknowledged by email or telephone within 1 business day. The acknowledgement will include the required next steps and / or course of action to be taken.

If you want to discuss your issue, you can contact us by phone.

Customer call centre:

+1 441 299 5959

Premier customers:

+1 441 299 5252

(or contact your Relationship Manager directly)

Business banking

+1 441 299 5555