Complaints and arbitration process
Your satisfaction is important to us. If you should however have a reason to complain, please let us know about it. Your feedback helps us to get better for you. In order to enable us to deal directly with your concerns, we have set up processes to handle complaints. In addition, you have also the opportunity to participate in the Dispute Resolution Procedure of the Bundesverband deutscher Banken or to use the European Online Dispute Resolution platform.
Your satisfaction is important to us. If you should however have a reason to complain, please let us know about it. Your feedback helps us to become better for you.
HSBC Germany has established effective procedures for the processing of complaints. Complaint offices have been set up in all the business divisions for this. This ensures that complaints can be processed as quickly and transparently as possible.
If you would like to make a complaint, your client advisor is available to you as a direct contact person. You can contact him or her by phone, email or letter at any time. Based on the established processes, all complaints received are forwarded to the complaint office.
If you would prefer to send your complaint directly to the complaint office, please send it to us at the following addresses:
For clients in the Markets and Securities Services division:
HSBC Continental Europe S.A., Germany
Complaint Office Markets
Complaint Office Securities Services
Hansaallee 3, 40549 Düsseldorf
For clients in the Private Banking business division:
HSBC Continental Europe S.A., Germany
Complaint Office Private Banking
Hansaallee 3, 40549 Düsseldorf
For clients in the Commercial Banking business division:
HSBC Continental Europe S.A., Germany
Complaint Office Commercial Banking
Hansaallee 3, 40549 Düsseldorf
For clients in the Global Banking business division:
HSBC Continental Europe S.A., Germany
Complaint Office Global Banking
Hansaallee 3, 40549 Düsseldorf
Please tell us your contact data as well as other important information. This will make it easier for us to register your complaint efficiently.
We will try to process complaints received as quickly as possible. You will generally receive a response letter within 3 weeks. If, however, the processing takes a longer time due to a wide-ranging state of affairs, we will of course inform you about the current status of the processing.
Unfortunately, it may also happen that no satisfactory solution can be found for both sides. It is possible to take part in the dispute resolution process of the Association of German Banks or to use the European online dispute resolution platform. In addition, a lawsuit can be filed in civil court.
The Bank participates in the dispute resolution scheme run by the consumer arbitration body "The German Private Banks' Ombudsman" (www.bankenombudsmann.de). Consumers may have any disputes with the Bank resolved by the Ombudsman. Where disputes concerning a payment services contract (Section 675f of the German Civil Code [Bürgerliches Gesetzbuch]) are involved, customers who are not consumers also may request their resolution by the Ombudsman. Further details are contained in the "Rules of Procedure for the German Private Banks´ Ombudsman", which are available on request or can be downloaded from the Internet at www.bankenombudsmann.de. Complaints should be addressed in text form (e.g. by letter or email) to the German Private Banks´ Ombudsman Office at the Association of German Banks (Bundesverband deutscher Banken), P.O. Box (Postfach) 040307, 10062 Berlin, Germany, email: schlichtung@bdb.de.
The European Commission has established a European Online Dispute Resolution platform (ODR platform) at http://ec.europa.eu/consumers/odr/. Consumers can use the ODR platform for the out-of-court resolution of disputes arising from online contracts with companies domiciled in the EU.
When using the European Online Dispute Resolution platform, consumers must include, inter alia, the company's email address. The email address of HSBC Continental Europe S.A., Germany is: info@hsbc.de.