Part of our HSBC UK — Complete Guide 2026 hub.
HSBC UK offers customer support by phone, in-app messaging, online banking, and in branch. The best route depends on the urgency and nature of your query. Here’s a complete guide to every contact method, plus how to escalate a complaint if HSBC doesn’t resolve it to your satisfaction.
HSBC UK Contact Numbers
| Query Type | Number | Notes |
|---|---|---|
| Personal banking (general) | 03457 404 404 | Main line for most queries |
| Lost or stolen card | 03457 404 404 | Select card option; freeze instantly in app |
| Fraud and scams | 03457 404 404 | Fraud team available 24/7 |
| Mortgages | 03457 404 404 | Ask for mortgage team |
| Textphone (hearing impaired) | 03457 125 563 | Minicom/textphone service |
| HSBC Premier | Printed on your Premier card | Dedicated Premier line |
All 0345 numbers are charged at local rate and are included in most UK mobile contracts’ free call allowances.
HSBC App — In-App Messaging and Chat
For non-urgent queries, the HSBC mobile app provides a secure messaging service where you can contact the HSBC support team without calling. Response times vary — typically within a few hours during business hours.
To use in-app messaging:
- Open the HSBC app and sign in
- Tap the Help icon or navigate to Support
- Use the virtual assistant for quick answers, or request to speak to a human agent
In-app chat is suitable for: account queries, statement requests, direct debit questions, and general information. For urgent matters — fraud, lost cards, or large transfers — always call.
Reporting Fraud to HSBC
If you think your account has been compromised, act quickly:
- Freeze your card immediately — open the HSBC app, go to Manage card, and toggle the card to frozen. This takes effect instantly and is reversible.
- Call 03457 404 404 — select the fraud option. The fraud team is available 24 hours a day, 7 days a week.
- Change your online banking password — do this via the HSBC app or at hsbc.co.uk as soon as possible.
Types of Fraud HSBC Can Help With
Card fraud (someone has used your card without permission): Freeze the card in the app and call HSBC. They will investigate and issue a replacement card. You’re generally entitled to a refund for unauthorised transactions.
Authorised push payment (APP) fraud (you were tricked into sending money to a fraudster): Report immediately to HSBC. Under PSR rules introduced in 2024, banks are required to reimburse most APP fraud victims — HSBC will open an investigation.
Phishing and impersonation: If you received a suspicious call, email, or text claiming to be from HSBC — report it. Forward suspicious texts to 7726 (free). Never share your PIN, full password, or one-time passcodes with anyone, including callers claiming to be from HSBC.
Visiting an HSBC Branch
HSBC maintains one of the larger UK branch networks among high-street banks. Branches are useful for:
- Opening certain account types that require in-person identity verification
- Bereavement services and estate administration
- Power of attorney and legal account matters
- Large counter withdrawals or deposits
- More complex banking queries where face-to-face discussion helps
Use the HSBC branch finder on the HSBC website to check your nearest branch and its opening hours before travelling — hours vary by location and some branches operate reduced days.
HSBC Premier Customer Service
HSBC Premier customers benefit from a dedicated Premier contact number printed on the back of their Premier Mastercard, as well as access to a named Premier Relationship Manager who provides personalised support.
Premier customers can also access HSBC Premier Centres — dedicated banking centres in major cities with private meeting rooms and extended service hours.
How to Make a Formal Complaint to HSBC
Step 1 — Contact HSBC
Raise your complaint by:
- Calling 03457 404 404
- Sending a secure message via the HSBC app
- Writing to HSBC’s customer relations address (found on the HSBC website)
- Visiting a branch
Be clear about what went wrong and what outcome you’re seeking. HSBC must acknowledge your complaint promptly and issue a final response within 8 weeks.
Step 2 — Financial Ombudsman Service (FOS)
If HSBC’s final response doesn’t resolve your complaint — or if 8 weeks pass without a resolution — you can escalate to the Financial Ombudsman Service for free:
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567 (free from UK landlines and mobiles)
- The FOS is independent, impartial, and its decisions are binding on banks
You must go through HSBC’s complaints process before the FOS will accept a case.