Listening to you

We are here to serve

Thank you for banking with HSBC.

At HSBC we are committed to providing you with world-class service and effectively delivering the products and services you need.

If for any reason you are not entirely satisfied with any aspect of our service, we want to hear from you as soon as possible. We will use this information to put matters right and take steps to prevent a recurrence.

You are important to us and your feedback allows us to improve our service levels.

Raising your concerns

We have Customer Service staff at our branches and a Telephone Contact Centre, to handle your concerns. They will make every effort to resolve issues efficiently to your satisfaction.

However, in the event that you are not entirely satisfied with the manner in which you have been served, or if our products do not meet your expectations, you may provide your feedback in the following manner.

Submit your feedback online

Mail your concerns to

The Manager Customer Experience and Relations
Retail Banking and Wealth Management
HSBC Centre
525 Union Place
Colombo 2

Or

E-mail us on

Premier - premiercustomersolutions@hsbc.com.lk

Advance - advancecustomersolutions@hsbc.com.lk

General - customersolutions@hsbc.com.lk

You may also write to us through the secure message facility on Personal Internet Banking to ensure confidentiality and security. Click on the "Contact Centre- Send Message’ function in the left hand menu.

Call on

The dedicated Customer Solutions Hotline on: +94-11-4511566

Visit our branch

You may visit any of our HSBC branches and speak to the Manager in charge or provide us your feedback on our " Listening to your comments" forms available.

You may also directly speak to your Relationship Manager or any of our branch staff who would be happy to assist you.

Service Level Commitment

If we are unable to resolve the matter immediately, we will provide you with a solution within three working days of receiving your feedback. However some issues may be more complex and could take a little longer to resolve. In this case, we will provide you with an estimated response time.

The Office of the Financial Ombudsman – Sri Lanka

While we would prefer to always resolve any concern raised with us to your complete satisfaction, you can also write to the Office of the Financial Ombudsman and request redress.

The Office of the Financial Services Ombudsman is an independent, impartial and free service established as part of the Financial Sector Reform package initiated in April 2002.

Contact details of the Financial Ombudsman are:

The Office of the Financial Ombudsman Sri Lanka,
143A Vajira Road,
Colombo 5.

Telephone : +94 11 2 595 624
Fax : +94 11 2 595 625
E-mail : fosril@sltnet.lk
Web : www.financialombudsman.lk