Customer Services

Customer Services   Complaints Department   Collections Dept
P.O.Box 5055
Coventry
CV3 9EF

0870 010 0453
P.O.Box 5207
Coventry
CV3 9FB

0845 602 3793
P.O.Box 5204
Coventry
CV3 9EY

0870 010 1138

Correspondence address for Irish customers:

HSBC Bank plc
1 Grand Canal Square
Grand Canal Harbour
Freepost F4914
Dublin 2

Please call Customer Service on 01-656 9311 for general enquiries or Collection Centre on 01-656 9289 if you have missed any repayments.

Frequently Asked Questions

Can I settle my agreement early?

Yes, you can pay off your agreement when you wish. You should contact the Customer Services team for a settlement figure.
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How do I make payments to my account?

If your account was opened in the UK you can pay using Internet banking, BACS or by sending a cheque. To pay by internet banking or BACS, you should quote your account number, and our sort code which is 40-63-06. To pay by cheque, simply send a cheque (payable to HSBC Bank plc) to HSBC Bank plc, PO Box 15033, Birmingham B2 2ND

If your account was opened in Ireland you can pay using Internet banking, BACS or by sending a cheque. To pay by internet banking or BACS our sort code is 90-12-47 and our bank account number is 16110319, please quote your loan account number in the reference. To pay by cheque, simply send a cheque (payable to HSBC Bank plc) to:

HSBC Bank plc
1 Grand Canal Square
Grand Canal Harbour
Freepost F4914
Dublin 2

Please remember to put your account number on the reverse of the cheque.
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How do I make payments from abroad?

If your account was opened in the UK you can pay by internet banking or BACS, you should quote your account number, and our sort code which is 40-02-50. Our IBAN number is GB92MIDL40025031219065. Our swift code is MIDLGB22.

If your account was opened in Ireland you should quote your account number and our sort code which is 90-12-47. Our IBAN number is IE69BOFI90124716110319. Our swift code is BOFI1E2D.
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Can I increase my direct debit?

Yes, please contact the Customer Services team on 0870 010 0453 who will be able to help you with your request.
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If my due date falls on a weekend or bank holiday what date will my direct debit collect?

Your payment will be collected from your bank the next working day.
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How do I advise you if Iíve changed address or phone number?

Please call Customer Services on 0870 010 0453 who will arrange for your details to be updated or alternatively please forward written confirmation to Customer Services, HSBC Bank Plc, PO Box 5055, Coventry, CV3 9EF
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Iíve received a statement from you, why is that?

HSBC are required to send you an annual statement of your account, to comply with the Consumer Credit Act 2006. The statement shows all the payments you have made and any other transactions affecting your balance.
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I have received a letter about a credit balance on my account, who do I contact?

Please call Customer Services on 0870 010 0453 who will be able to help you.
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Complaints Information

HSBC are committed to providing you with a first-class service and effectively delivering the products and services you need. Even with the best of intentions, we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of the service, please let them know as soon as possible. They will investigate the situation and where necessary, set about putting things right as quickly as possible. They may also take steps to avoid similar problems happening in the future.

Complaints Department
PO Box 5207
Coventry
CV3 9FB

0845 6023793

Our complaints process

What happens when you first complain? HSBC will always try to resolve your concerns there and then. If this is not possible, they will fully investigate all the issues you have raised and aim to resolve them as quickly as they can, by speaking with you or writing to you. Sometimes it may take a little longer to resolve matters - if this is the case, they will keep you updated on our progress throughout.

What can you do if you're not satisfied with the response to your complaint? Clearly, HSBC always want to be able to resolve your concerns. If you consider that the response to your complaint still does not fully address your issues, please let HSBC know so that they can understand if there is anything more that can be done.

However, where you are not satisfied with the final response or eight weeks have passed since you first raised your complaint you have the right to refer your complaint to the Financial Ombudsman Service. You have six months from the date of the final response to refer your complaint to them. (Financial Ombudsman Service website)

PPI Complaints

Please click on the following link for information on Payment Protection Insurance Ė complaints handling.

PPI  - complaints handling

Complaints Statistics

HFC Bank Limited publish figures on complaints every 6 months.These can be accessed by clicking on the following link.

Complaints Publication Report

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© HSBC Bank plc 2013