HSBC Customer Service Review 2020

HSBC logo

HSBC is one of the largest banks in the world, operating in over 67 countries. But how does it treat its customers? Learn more about HSBC customer service, including its reviews, awards, and the latest HSBC customer service news.


With a range of commercial banking services available for personal banking, alongside business banking and private banking services, HSBC UK, part of HSBC Holdings plc, has amassed over forty million customers worldwide. Customers can open a current account, savings account, personal loan, home mortgage, an HSBC credit card, and more. But once you have made the choice to open an account, does it provide you with good customer service? Let’s take a look.


HSBC Customer Service Trustpilot Reviews

Trustpilot is an independent review site where existing and past customers can leave a review on any business or organisation. Customers of HSBC UK have left numerous reviews about their experiences with the banking giant, including accessing its Online Banking, applying for an overdraft, and visiting branches to transfer money.

Over 2,000 people have left a review for HSBC UK, where it currently sits with an average score of 1.5 / 5

Balanced scales with a green check and red cross

Its score is very much on the low end of the spectrum, with more modern banks, especially digital banks, rating much higher than this. N26, for example, is a UK digital banking provider that boasts a score of 4.2 / 5.

The current Trustpilot ratings for HSBC bank are:

  • Bad - 87%
  • Excellent - 7%
  • Poor - 3%
  • Average - 2%
  • Great - 2%
*updated January 2020

The negative HSBC reviews comment about experiencing poor customer service, long hold times when contacting customer services, and outdated processes to resolve account issues.

“Worst customer service ever encountered staff both useless and rude providing zero support or service”

TS Trustpilot

“Worst customer service I have ever received. Tried to apply for a product online (via phone and computer) for several days but got an error message every time. Called customer services 3 times (one time for over half an hour) ... They finally said they could not help me. Very incompetent and not professional at all.”

Alba Trustpilot

Out of the 7% of customers who rate HSBC customer service as excellent, the comments seem to be left about specific advisors or branches rather than HSBC as a whole. Receiving good customer service from an advisor is certainly a good thing, but the negative reviews far outweigh the positive experiences a few people have had.

"I am writing my happy review of my experience with HSBC New Bond Street London. In particular with Mohammad. … Mohammed's assistance to my Husband to set up his new account was efficient, friendly and so successful that his debit card arrived by post 2 days later”

Angela Trustpilot

“I have banked with HSBC for many years and have never really had any issues with them nor thought wow they're amazing either. This review is based entirely on my experience of getting a mortgage with them. The advice and customer service received from Alison at the Meadowhall Sheffield branch could not be faulted”

Mary Trustpilot

So far, our look into HSBC customer service is not a wholly positive one. However, the HSBC Group is the 7th largest bank in the world and the largest in Europe, so it must be doing something right to have obtained such popularity. However, its customer service must not play a key factor based on existing customer opinions.


HSBC Customer Service Awards

HSBC has been operating since the 18th century and has racked up numerous awards during its lifetime. Awards for its range of bank accounts and developments in banking technology are one thing. But, how many awards has it won for its customer service?

  • Innovation in Complaint Management - Complaints Awards 2019
  • Most Trusted Mainstream Bank (Highly commended) - Moneywise Customer Service Awards 2018

With just one recent win and one ‘highly commended’ acknowledgement, it appears that HSBC customer service isn’t as award-winning as some of its other features, which echoes the comments from its customers.

Consumer site, Which? awarded HSBC 3 / 5 stars for its customer service in its 2019 list of best and worst banks, where it ranked 15th best out of the 21 banks rated by Which? and its readers.

“HSBC has had a below average customer score since 2013 while Tesco Bank appears to have lost the confidence of its customers, having dropped from top six to second from bottom in our table.”

which.co.uk

HSBC Customer Service News

To be fair to HSBC, it is hard to shake off a bad reputation even if it has made improvements to its customer service. HSBC has been operating for such a long time, that any positive changes and comments can be like a drop in a very, very large ocean of negative comments.

Let’s look at some recent HSBC customer service news - the good and the bad:

A piggy bank and a stack of coins and cash
  • HSBC customers set for refund after it failed to send text alerts to customers about to go into the red.
    bbc.com
  • HSBC tells Welsh customer not to complain in 'foreign' language.
    theguardian.com
  • HSBC rolls out new customer experience programme.
    finextra.com
  • HSBC mobile banking app fails, leaving customers unable to access accounts.
    independent.co.uk
  • HSBC, Europe's biggest bank, paid a $1.9 billion fine in 2012 to avoid prosecution for allowing at least $881 million in proceeds from the sale of illegal drugs. In addition to facilitating money laundering by drug cartels, evidence was found of HSBC moving money for Saudi banks tied to terrorist groups
    marketwatch.com
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