General Terms
HSBC online card is issued by HSBC Finance Limited.
For a summary of fees and charges please click here.
Website terms of use
Unless otherwise specified, this website is directed solely at those who access this Site from the UK. HSBC Finance Limited does not make any representation that any product or service referred to in the materials on this website are appropriate for use, or available, in other locations. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable.
This site is optimised for JavaScript enabled browsers. If you do not have a browser that supports JavaScript, functionality of this site will be severely limited.
HSBC Finance Limited is providing this site on an "as is" basis and makes no representations or warranties of any kind with respect to this site or its contents and disclaims all such representations and warranties. In addition, HSBC Finance Limited makes no representations or warranties about the accuracy, completeness or suitability for any purpose of the information and related graphics published in this site. The information contained in this site may contain technical inaccuracies or typographical errors. All liability of HSBC Finance Limited howsoever arising for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.
Neither HSBC Finance Limited nor any of its Directors, employees or other representatives will be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.
Notwithstanding the foregoing, none of the exclusions and limitations on this site are intended to limit any rights you may have as a consumer under common law or other statutory rights which may not be excluded nor in any way exclude or limit HSBC Finance Limited's liability to you for death or personal injury resulting from our negligence or that of our employees or agents.
Complaints
Your custom is important to us and we want you to be entirely satisfied with the service you receive from us.
Even the best organisations sometimes make mistakes, and if we do, or we fail to meet your expectations in some other way, we want the opportunity to put things right as quickly as we can. In addition we will take steps, where appropriate, to prevent a recurrence.
Our Internal Complaint Procedure
Although it is likely that your complaint will be resolved at the first stage in the procedure, we realise that it is not always possible, so there are 3 easy steps:
Step 1
If, at anytime you have cause for complaint, please contact us by calling the relevant customer service telephone number listed on your documentation, where our trained and experienced staff will be happy to help.
We hope that you will not then need to progress beyond this first step. However, if you remain unhappy, we want you to let us know so that your complaint can proceed quickly to the next stage.
Step 2
If you feel that your complaint has not been resolved to your satisfaction, it can be progressed to the next stage.
You can write to:
HSBC Finance Limited
Customer Relations Team
P.O. Box 3607
Birmingham
B1 2XJ
We always aim to provide a full response within 5 working days, but if there is reason for further delay, we will keep you informed and let you know how the investigation is progressing.
It is expected that this process will bring the matter to a mutually agreeable solution, but if you remain unhappy then you can progress to the final stage of the Internal Complaints Procedure.
Step 3
The final stage of the procedure involves referral of your complaint to the Chief Executive Officer (CEO). You may request a referral, or write directly to the address given overleaf. You will need to let us know why you remain dissatisfied, and the CEO's office will ensure that your complaint is reviewed objectively, fairly and reasonably. Either a member of our Executive Complaints Office or a Senior Manager will then respond on behalf of the CEO.
We always seek to resolve complaints internally, but there may be instances when we cannot reach an agreeable solution. Either the CEO or the Complaints Compliance Manager will have reviewed the details of your complaint in all cases, and we will send you a letter confirming our final response. This means you have reached the end of our complaints procedure, and if you are still not satisfied (or 8 weeks have passed since you first raised the matter with us) you have the right to refer your complaint to the Financial Ombudsman Service. You can write to:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Telephone: 0845 080 1800
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