Compliments, complaints and feedback

Here at HSBC, we value your feedback. Please feel free to share with us your views and suggestions on how we can serve you better.

If you have any concerns about a procedure or have encountered a problem with our service, we want you to tell us about it. We are here to listen to you and help resolve your complaints as soon as possible.

• Your complaint will be dealt with utmost confidentiality by employees who have the necessary experience and authority for such purpose, and are not directly related to the subject matter of the complaint
• You have our assurance that we take your feedback seriously and we want to put matters right as soon as we can
• Where appropriate, we will take the necessary steps to prevent any recurrence of the concern you have raised
• Once your complaint is received, we will strive to acknowledge receipt within 2 business days, conduct a thorough review of the matter and respond promptly within our committed service level time frame of 10 business days or less, when applicable.
• Some matters may be more complex and may take a little longer to resolve, in which case we will keep you updated on our progress
• If, for any reason, you are not entirely satisfied with any aspect of our service, we want to hear from you to help us make things right

Before you contact us, please read our Internet Privacy Statement. Because this e-mail is being sent over the internet and not via an encrypted connection, we ask that you do not submit any confidential details or instructions relating to your accounts with HSBC. For account related complaints and instructions, please log on to online banking or call us at our Customer Service hotlines.To maintain security and confidentiality of your account, we will not action on any account related queries and instructions received through this form.

If you receive an SMS alert about an unrecognized transaction or notice a suspicious charge in your statement of account (SOA), please raise a dispute immediately.

We send SMS alerts every time you use your HSBC Credit Card for at least Php1,000 or if there are suspicious activities in your credit / debit card accounts. If you don’t recognize the transaction that we sent you through SMS, please call our hotline as soon as you can.

• We’ll block and replace your card during the call. Replacement card delivery will be within 10 banking days from the replacement date request.
• If the transaction has been posted on your account, you’ll be asked to fill out the dispute form right away.
• For transactions that haven’t posted when you called our hotline, you need to wait for 5 banking days from the time that you called our hotline before you can submit your dispute form.

Click here to know how to file and submit your dispute.

There may be a number of reasons why your SOA reflects a charge that you don't recognise. Here are some possible explanations that might help you identify the transaction:

• Check the retailer's name
  Retailers are sometimes registered under a different name, so the one on your statement might not be what you expect. Try looking up the name on the internet to see if you can find more details on it.
  
• Look out for additional charges
  Some retailers, such as hotels, taxis, airlines or hired cars services, can add surcharges to your basic payment package.
  
• Check your receipts and your email inbox
  Dig out your receipts to see if you have any from the same day and for the same amount, but listed under a different retailer name. Also, have a look at your email inbox, as you'll often get digital confirmation emails or receipts, and these might also contain the retailer's registered name.
  
• Adjacent transactions
  Check other transactions appearing on your statement with a similar timestamp. This may remind you of where you were when the transaction that you don't recognise was made.
  
• Consider exchange rates
  If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of your purchase. For refund transaction, the refund amount in Philippine Peso could be different to the amount of your purchase.
• Check with your supplementary cardholders
  If you have supplementary cards under your account, ask if the supplementary cardholders might have made the transaction.
  
• Check recurring payments
  It could be that the transaction is part of a series of ongoing payments related to something you set up or subscribed to some time ago.
  
• Free trials
  If you signed up for a free trial recently, check the free trial period and its corresponding terms and conditions. The free trial could have expired, and you may now be paying for goods or services.

*For assistance, please call HSBC's Customer Service at (02) 8858-0000 or (02) 7976-8000. For Premier, call (02) 8858-0800 or (02) 7976-8080. For corporate cards, call (02) 8672-6478.