Listening to you
We are here to serve you
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.
Mail your concerns to
The Manager Customer Experience and Relations
Retail Banking and Wealth Management
HSBC. No 24
Sir Baron Jayathilake Mawatha
Colombo 1
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 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
Your Opinion Matters
We'd love to hear what you have to say about your banking experience with us. Your valuable feedback will help make banking even better. So from time to time we will invite you to participate in customer surveys which will be conducted by independent market research agencies which have been appointed by us.
Rest assured that all data collected during the surveys is protected and will be kept confidential at all times. Your opinions in the surveys will only be analysed, consolidated and reported for our service enhancement purpose.
You can be assured that we have not shared your personal financial information such as account details, account balances etc. with the research agency. You are also not required to share such information during the survey.
If you don't want to be contacted for any survey, please get in touch with us:
- Click here to opt out of the survey
- SMS Type <CES> and SMS to 4774
- E-MAIL insights.cbh@hsbc.com.lk
Should you have any concerns on the quality of service or wish to give feedback, please feel free to contact us via Contact Us.
Customer charter
Please read the customer charter for licensed Banks in Sri Lanka.