The HSBC Limited Grievance Redressal – Escalation Matrix

First Level Escalation

If the customer is raising the complaint for the first time, he/she can do so through below-mentioned channels:

• Online form: https://www.hsbc.co.in/en-in/forms/complaint/
• Phone banking: https://www.hsbc.co.in/help/contact/
• Write to the bank: https://www.hsbc.co.in/security/
• Directly visit the nearest branch

Please note that if there is no response provided by the above-mentioned channels within 10 days or the customer is not satisfied with the response provided, he/she can send an email to the bank through his/her net banking account.

Second Level Escalation

If the provided response at Level 1 is not satisfactory or the customer is not happy with the response, one can reach out to the Nodal Officer. The customer can lodge the complaint to the Nodal Officer on the provided link.
https://www.hsbc.co.in/en-in/forms/complaint/

Alternatively, list of Regional Nodal Officers is attached below.
https://www.hsbc.co.in/help/feedback-and-complaints/grievance-redressal-mechanism/non-demat-accounts/

Escalation to Ombudsman

In the event, the customer does not receive any response within 30 days from the date of raising the complaint or is not satisfied with the provided response, the customer can escalate the issue to the Banking Ombudsman. The complaint can be lodged on the provided portal here.
https://cms.rbi.org.in/rbi/vividflow/run/rbi#captchaAuthentication

Read More : HSBC Customer Care