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Feedback and complaints

Your feedback is key to improving the products and services we offer.

Give us feedback

Your feedback is invaluable to helping us serve you – and all our customers – better. It helps us maintain a high standard of service and provide products and services that meet your needs.

If you have a suggestion for us, we want to hear it.

Pay someone a compliment

If you have received exceptional service from someone, we would love to hear about it, too. Our colleagues always appreciate receiving your positive feedback – because we let them know about it.

Raise a formal complaint

If we missed the mark on something, we want to learn from your experience to make things better. So we record the details of every formal complaint we receive.

We will send you an acknowledgement within 2 business days and continue looking into the matter. We aim to respond to all complaints in full within 14 business days. Some matters may be more complex and therefore take longer to resolve. In these cases, we will keep you updated on our progress.

If you feel we haven't resolved things properly, please tell us. We would appreciate one last chance to put things right. If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.

We have effective measures in place to monitor complaints, including regular audits and management review. If, despite our best efforts you're not entirely satisfied with our resolution, you have the right to refer the matter to the Financial Industry Disputes Resolution Centre Ltd (FIDReC). You can find more information on their website.

How to contact us

Chat with us

Need help? For account-related matters, you can chat with us* on the HSBC Singapore app and online banking. For general enquiries, you can select the chat button right here on this website.

*Our agents are online from 9am to 9pm everyday, including weekends and public holidays. Outside of these hours, YAS, our virtual assistant, can answer your general enquiries.

Web Chat

For general queries, chat with us by clicking on the Web Chat button (available from 9:00 to 21:00, everyday including weekends and public holidays). To discuss personal banking details, chat with us by logging into HSBC Online Banking.

In branch

Visit your nearest branch and speak to a member of our team.

By phone

Premier customers:

1800-227 8889

(65) 62169 080 (from outside of Singapore)

All other customers:

1800-HSBC NOW (4722 669)

(65) 64722 669 (from outside of Singapore)


Fill in a feedback form

Log on to online banking and send us a message

By post

Write to us at: HSBC Bank (Singapore) Limited, Wealth and Personal Banking, Customer Relations, Robinson Road, P.O. Box 896, Singapore 901746

Listening to what you have to say about services matters to us. It's easy to share your ideas, stay informed and join the conversation.