Call us on 0333 207 5563 Monday to Friday (excluding public holidays). 9am to 5.30pm
Write to us:
HSBC Life (UK) Limited,
P O Box 1053,
We’ll do all we can to help and put things right if something has gone wrong. Our Common Help topics may be able to help solve your issue. Alternatively, you might find what you’re after on our Help and Support page
We aim to resolve your complaint as soon as you get in touch with us. However, where we need to look into your complaint in more detail we’ll send you a response within 5 working days. This will explain:
We always aim to respond to complaints as soon as possible. However, depending on the type of query, this can occasionally take longer:
If we are able to resolve things straight away and to your satisfaction, we will send you written confirmation.
If you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct a review and look to get it sorted. Alternatively, you can contact the Financial Ombudsman Service, who will independently review your case for free.
Please note that if longer than six months has passed since our final response letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. This includes where the Ombudsman believes that the delay was the result of exceptional circumstances.
Email: firstname.lastname@example.org Website: www.financial-ombudsman.org.uk If you do not wish to contact the Ombudsman, the European Online Dispute Resolution Platform may also be able to look into your case
Claims Management Companies (CMCs) are firms that act as intermediaries between claimants and companies being claimed against in return for a fee.
Whilst you are free to use a CMC if you wish to do so, please be aware that if you contact us directly we will assess your complaint in exactly the same way that we assess complaints sent in by a CMC and you won’t have to pay a fee if you do receive compensation.
For independent guidance on how CMCs work visit Which?
Our customers are at the heart of everything we do, and we want you to be happy with the products and service you receive. Unfortunately, we know that things can sometimes go wrong. When this happens, we aim to:
Every 6 months both the Financial Conduct Authority and the Financial Ombudsman Service publish complaints data about individual financial businesses.
Providing excellent customer service and satisfaction is very important to everyone at HSBC Life (UK) Limited, and when things go wrong we want to resolve them quickly and fairly.
We’ve provided a summary of our complaints data for the second half of 2019. To see how we’ve done, simply see the table below