Your comments matter to us
At HSBC, your opinion matters. If you have any complaint or feedback about the service you've received, please use one of the following channels. HSBC Bank Egypt has a complaint and feedback handling process in place, details of which are provided below.
Call us or visit the nearest HSBC Branch or Customer Service Centre:
HSBC Premier customers call:
0800PREMIER (08007736437)
(within Egypt)
+202 3535 9800
(from outside Egypt)
HSBC Advance customers call:
0800ADVANCE (08002382623)
(within Egypt)
+202 3535 9600
(from outside Egypt)
HSBC Personal Banking customers call:
19007
(within Egypt)
+202 3535 9100
(from outside Egypt)
In case we are unable to provide an immediate solution to your complaint or feedback, you will be provided with a Complaint Reference Number, together with the approximate time that will be required for resolution. You will be contacted by the committed date with a full response.
Write to us:
You will receive a notification acknowledging your complaint or feedback and will be contacted within two working days. In the event we are unable to provide an immediate solution to your complaint or feedback, you will be provided with a Complaint Reference Number, together with the approximate time frame required to resolve the matter. You will be contacted by the committed date with a full response.
HSBC complaints process
Do I have the right to submit a complaint?
Yes. You can submit complaints through our branches, contact center, social media platforms or email. You can also send us a message after logging on to online banking.
We will confirm receipt of the complaint, investigate, and update you with the progress or the final feedback.
What happens when you first complain?
HSBC is always keen to do the best to provide you with the highest service in order to meet your expectations. In case of your non satisfaction from our services that is presented to you, kindly raise your concerns first to be resolved through any of our channels. We will fully investigate and act swiftly towards finalising the matter, while ensuring transparent communication, whether verbally and/or in writing in order to meet the higher standards of satisfaction. Sometimes it may take a little longer. If this is the case, we will ensure keeping you updated with the progress on pro-active basis.
What can you do if you're not satisfied with the response to your complaint?
If you are not satisfied with the response you have received by logging your complaint/ feedback, please reply back in writing, highlighting the non-acceptance reasons within a maximum of 15 days of receiving the initial bank’s feedback. Otherwise, it will be deemed as implicit acceptance of the bank’s reply.
What can you do if you are still not satisfied with the Bank's final response?
In the event of not being satisfied with our final response, you have the right to refer your case to the Central Bank of Egypt (CBE) by directly visiting CBE premises (54 Elgomhorya Street 11511, Cairo, Egypt).
Escalation of a complaint
If you are not satisfied with the response you have received by lodging your complaint or feedback through the channels provided above, or if you do not receive a response within the time frame communicated, you may escalate the issue to the Customer Experience/Customer Protection team:
Email: hbegcustomer.experience@hsbc.com
Post: Customer Experience/Customer Protection Team, HSBC Bank Egypt S.A.E, 306 Corniche El Nil Street, Maadi, Cairo, Egypt.
A Customer Experience/Customer Protection Representative will contact you within two working days following receipt of your correspondence.