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Consumer protection rights

It’s very important to us to develop the best possible ways to protect the rights of our customers. That’s why we have a clear framework defining the relationship between us, our service providers, and our customers regarding their rights in terms of equity, transparency, and data confidentiality.

How we protect your rights

We will:

  • Be professional, fair, and transparent.
  • Make sure fairness, equality, and credibility principles are in place, with no discrimination.
  • Offer clear and transparent pricing, fees, and terms and conditions when promoting any of our products or services prior to or at the time of applying.
  • Help you choose the right service or product for your needs, without forcing you to get a specific product.
  • Give you the right to cancel any product or service you apply for which has not been activated, except for savings products, within 2 working days of applying without imposing any extra fees or charges.
  • Keep your financial and personal details confidential. We may, at our discretion, share these details with a member or associate of HSBC Group or other parties. This could be for fraud prevention, audit, the provision of services by any third party, debt collection, or if required by a government or regulatory body.

What you need to do

  • Read and understand the terms and conditions for any product or service you apply for before signing.
  • Tell us straight away about any changes in your personal data, such as address, occupation, contact numbers, email etc.
  • Tell us straight away about any suspicious transactions or fraud attempts on your accounts or credit cards.
  • Keep the cards and all banking tools safe, such as credit cards, debit cards, secure key etc, and not share any usernames, passwords, or personal data with third parties via any method, including SMS, email, phone etc. We will never contact you via any channel to ask you for any of this information.
  • Provide accurate and clear information to our employees so we can offer you the right products and services to suit your needs.
  • You shall not offend the Bank, its employees, delegates, agents or correspondent banks or take any procedure or action that may harm the Bank or its reputation whether inside or outside the Bank’s premises and branches, via any electronic means or on social media. In case the Customer violates this clause, the Bank may close the account and take all the necessary banking and legal procedures against the Customer to maintain the Bank’s rights.

If you don’t comply with the preceding terms, you will be fully liable for any transactions that take place without your consent and the resulting fees and charges.

How to submit a complaint

Any complaint needs to be submitted to the bank before escalating to the Central Bank of Egypt.

You can submit complaints at our branches or any of the following channels:

We will respond to complaints within 15 working days, except for complaints concerning transactions with third parties.

We will tell you the time required to reply to the complaint.

If you don’t accept the response of the bank or the service provider, you must tell us in writing within 15 business days, including the reasons for non-acceptance. Otherwise, our response will be considered implicitly accepted.

You can escalate a complaint to the Central Bank of Egypt if:

  • You don’t get a response within 15 working days of submitting the complaint.
  • You don’t accept the final bank response.

 

We'd love to hear from you on the HSBC Egypt Social Media channels.