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Feedback and complaints

Your feedback is key to improving the products and services we offer

Give us feedback

Your feedback is invaluable to helping us assist you – and all our customers – better. It helps us maintain a high standard of service and provide products and services that meet your needs.

If you have a suggestion, we want to hear it.

Pay someone a compliment

If you have received exceptional service from someone, we would love to hear about it, too. Our colleagues always appreciate receiving your positive feedback – because we let them know about it.

Raise a formal complaint

If we missed the mark on something, we want to learn from your experience to make things better. So we record the details of every formal complaint we receive.

We'll send you an acknowledgement within 48 hours and continue looking into the matter. We aim to respond to all complaints in full within 10 days.

We would appreciate one last chance to put things right if you feel we haven't resolved things properly. If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.

If you're an existing customer and use our online banking then the quickest and most secure way to submit a complaint is it :

  1. Log on to online banking. 
  2. Select 'Help and support'. 
  3. Select 'Secure messages' which is located under the 'Contact us' list from the menu at the top of the screen.
  4. Use the 'Send us a message' button.

 

If you do not currently use our online banking, you can send us your complaint by completing our online complaint form or by contacting us on +356 2380 2380.

Please note that if your complaint is account specific, or contains personal confidential information, you are kindly requested to contact us on +356 2380 2380.

If you still feel that your concern hasn't been dealt with to your complete satisfaction, you can write to the Arbiter of Financial Services via the Arbiter for Financial Services website or:

Office of the Arbiter for Financial Services
First Floor, St Calcedonius Square
Floriana FRN5130
Malta

 

 

Approved and issued by HSBC Bank Malta p.l.c, (116, Archbishop Street, Valletta VLT 1444). HSBC is a public limited company regulated by the Malta Financial Services Authority and licensed to carry out the business of banking in terms of the Banking Act (Cap.371 of the Laws of Malta). HSBC is licensed to conduct investment services in terms of the Investment Services Act (Cap.370. of the Laws of Malta) and is enrolled as a Tied Insurance Intermediary for HSBC Life Assurance (Malta) Ltd under the Insurance Distribution Act (Cap. 487 of the Laws of Malta).

 

Disclaimer

 

The Site is primarily intended for those who access it from within Malta. Because of this we cannot guarantee that the Site or the information thereon complies with law or regulation of other countries, or is appropriate for use, in other places. You are wholly responsible for use of the Site by any person using your computer and you must ensure that any such person complies with these Terms. The information provided on this Site is not intended for distribution to, or use by, any person in any jurisdiction where such distribution or use would be contrary to law or regulation. This Site should not be considered as communicating any invitation or inducement to engage in banking or investment activity or any offer to buy or sell any securities or other instruments outside Malta.

How to contact us

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Listening to what you have to say about our services matters to us.