Listening to you
We are here to serve you - (Latest update 26 March 2024)
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.
Email or Contact us on
The Manager Customer Experience and Relations
Wealth and Personal Banking
HSBC. No 24
Sir Baron Jayathilake Mawatha
Colombo 1
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.
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.
Complaints recording and Service level Commitment
Upon receipt of a Complaint, it will be recorded in the Bank’s Complaint Management System and will attempt to resolve the matter immediately. In the event if we are unable to do so, we will provide you with a solution within four working days of receiving your complaint. However, some issues may be more complexed and could take a little longer to resolve. In this case we will provide you with a final update within a maximum of 3 months.
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,
No. 01, Bethesda Place, Milagiriya,
Colombo 05.
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 you will not be required to share your personal financial information such as account details, account balances etc. with the research agency during the course of 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.