HSBC UK Reviews 

A true 0/10 experience. If I could give HSBC zero stars, I would.

I have been dealing with HSBC’s Impersonation Fraud Team for approximately six months regarding an HSBC account and debt that I maintain were fraudulently opened in my name many years ago.

The consequences have been anything but minor. The disputed debt resulted in a CCJ and a charging order against my property, which is now directly affecting my ability to sell my home.

After investigating the matter, HSBC’s Impersonation Fraud Team eventually told me verbally that they had concluded I was a victim of impersonation fraud. Getting to this point required months of repeatedly chasing them, often calling weekly for updates.

I then asked for one very simple thing: written confirmation of their findings.

In June, I was told the letter would arrive within 2–3 working days. It didn’t.

Between June and July, I was promised on at least three separate occasions by members of the Fraud Team that the letter would be sent. It is now 6 September, and I am still waiting.

I have spent months trying to resolve a debt I maintain I never took out and an account I maintain I never opened. Information I obtained during my own investigation contained details I did not recognise, yet the consequences of this disputed debt have followed me for years and are now preventing me from moving forward with the sale of my property.

What makes this even more frustrating is that HSBC appears to have already completed its investigation and verbally confirmed the outcome. I am not asking them to investigate the matter again — I am simply asking them to provide written confirmation of the conclusion they have already reached.

I have also had to make countless calls and repeatedly visit HSBC branches simply to verify my identity or chase updates, because the Impersonation Fraud Team is not customer-facing. At every stage, I have felt that the responsibility for progressing the matter has been placed on me rather than HSBC taking ownership.

Six months of calls, branch visits, repeated promises and missed deadlines — all for one letter.

Dealing with the consequences of identity fraud is stressful enough without having to spend months chasing the bank that investigated it for written confirmation of its own findings.

A truly dreadful experience. I sincerely hope nobody else has to go through this.

I recently contacted the onboarding experience team for a Premier onboarding session. Ibrahim Ali guided me through the call, he was warm and clearly explained the process and options. Dealing with banking matters can sometimes be stressful, but he made it seamless and efficient. Impressed, thank you!

I met with Meenal on Friday, in the middle of a very stressful situation due to a separation. She was friendly throughout our call which lasted over an hour.
Meenal obviously has to remain impartial and leave decisions to me, but she didn't let this make the advice given feel pressured and I very much felt that she was patient when I didn't understand something or wanted to ask an additional question.

Excellent banking experience. Customer service is brilliant especially for the Premier account, as there is barely any wait time and there is chat support available at any time. The account features they provide for 0 fee is unbeatable.

Great customer support experience, and such a nice agent on the call, which was super patient. The reason why I am scoring 4 and not 5, is because the process is unnecessarily long, as HSBC could have sent the various documents through the bank app for me to review and acknowledge, as well as requesting for me to fill out any relevant information. This would have cut the time of the call by half or more, so wouldn't have to spend 1h20mins on the phone. This is obviously frustrating, especially on a week day. The process is so inefficient.

Brilliant and immediate service on Saturday morning walk in this morning at Stockport branch with Neil Chui.
I wanted to set up a standard bank account and decor card , so I could get a world debit card to use. Neil did all this in the side room , took some details off me and I only needed to take my driving license , , credit check and then linked my 2 new accounts to my current app as I have a mortgage with HSBC straight after. He quickly offered me other products from HSBC which I didn’t want but no pressure he swiftly moved on.
Neil then gave me some paperwork to take away with bank details on also and cards will be in the post next week.
All done in around 15 minutes without an sp. Well done Stockport HSVC and Neil Chui

I tried, on your app, to pay a company £1200 for a service. The company looks perfect on Companies House. The transaction was stopped and I was aasked to telephone the fraud department. The person I spoke with refused to be satisfied with my identity. I tried to pay again after generating a security code. and this was not good enough. I was told to visit, with photo ID, my branch 5 miles away. I am a pensioner, my partner is a disabled pensioner suffering from cancers. I needed my partner to accopany me becasue he has a disabled badge that allowed us to park outside the branch, otherwise it would have been a long uphill walk.In the branch the assistant telephoned the fraud departmnt and spoke at length to three people. She was passed from one person to another, each time having to repeat the details of my problem. The third person seemed to have unblocked the transaction and under the assistant's supervision I redid the transaction. Once gain it was stopped. The assistant had to make another call to the fraud department and wait to be connected again. There followed the fourth explanation of the problem. This time it was fixed. During this my partner was so stressed that he had an angina attack. The assistant in the branch was very patieny but was clearly not happy with the fraud team. The whole thing lasted about 45 minutes.

Friendly, helpful, personable premier on boarding by Shaun.

Cassie Perkins help me create an account with HSBC and he did amazing work for me by assisting me to open a new account.
He is so calm and responsive with any questions I asked and was welling to help me throughout and I was in a Derby branch.
I really appreciate that and thank you HSBC.

Went into Luton branch and we were served by Bijal Carsabe-Deuchand. She was very professional and welcoming. She explained everything we needed to do regarding our query. The best of it all was when she told us how much my daughter had in her child trust fund. I got really shocked and emotional and again she got me a most needed glass of water. Very happy with her service.

I have been a customer of HSBC (was Midland Bank when I first became a customer) for 50 years. During this time life has obviously changed a lot but I can honestly say HSBC have always been very good. I have dealt with branch staff, telephone customer support as well as on line and have found them to be extremely supportive and efficient.

Michelle assisted us at HSBC Guildford branch. She was lovely and really helpful. Explained everything that we need to know, provides answers to all our questions which we really appreciate as a customer. Gave assurance and security all through out the process. It was a very satisfying experience

Met with Conor who was very understanding of our situation my wife who has MS and can find it hard to understand felt so comfortable when talking to us we were not rushed in decisions and putting our money in different accounts to make more money win win for us thank you Conor

I had an appointment yesterday, to open an account and take advantage of the £500 Premier account switch reward.
Arun in the Ipswich branch took care of the appointment and I was thoroughly impressed with him throughout.
He was smartly presented, knowledgable and friendly. He took time to explain all options to me and supported me in opening the accounts that I had decided would work best for me.
He is a credit to the Ipswich branch, and to HSBC, and I’m extremely grateful to him for his assistance.

Problem with fraud was sorted easily and efficiently with understanding advisors.

Sangita was very kind and helpful. Many thanks!!! Kilburn branch, London

Very comprehensive review and explanation of the Premier account product. Personable and professional approach of the HSBC representative. A suggestion is that as we were applying for an upgrade, some checks that are necessary for a new application seem redundant

The staff were very polite, and answered my queries attentively and holistically. Amazing customer service! (HSBC, London Bank Branch)

Postive- The person handling my application was brilliant and very helpful. She explained the details including pros and cons of the process. Very kind and professional!
Negative- for the bank- There is no toilet facility in this bank (Clumber Street, City Centre Branch). The person welcoming me asked to go out to McDonald's! It used to be there upstairs a couple of yeras back but they closed it now it seems. This is a very basic facility we expect from HSBC branch in a city centre location. Also, the coffee machine is gone! All these little extras make you comfortable and feel good about HSBC banks wherever they are. It won't cost a fotune to bring back these basic amenities to their loyal customers.

Helping
Scammers
Before
Customers

They really are USELESS… If you ask for the Complaints Dept In UK, They put you through to a Fraud Dept in the Philippines, India, Egypt, The Yemen, Mars…