HSBC UK Reviews 

We were upgrading to a Premier Account and Sophie was brilliant. What would be a very dry process felt fun which was a nice surprise

I had an excellent customer service from Roxy in the Tunbridge Wells branch today. I had a very complicated online problem. Roxy was professional, very knowledgeable and friendly which made the whole interaction much less daunting. I can't thank you enough for your help today. Dealing with my elderly parents finances and LPA's is stressful at the best of time but when the technology goes wrong it compounds everything.

I had an absolutely brilliant experience with Ross McMurdie at HSBC. Ross took the time to explain the entire mortgage porting process in a way that actually made sense — no jargon, no confusion, just clear, honest guidance.

He laid out all the available products, the risks, and the benefits, and even gave me a tailored example of what my monthly payments could look like. It made a huge difference in helping me feel confident about my options.

Ross is one of those advisors who genuinely cares about getting things right for you. I’d recommend him without hesitation to anyone exploring mortgage options.

The mortgage consultant was very knowlegeable and helpful. Offered other services but was not too pushy. All in all a good experience.

I would like to thank Ms. Colleen Edwards for her outstanding support. She has been incredibly patient, professional, and helpful in assisting me with opening my HSBC China account and setting up my UK business account. Her dedication and excellent service made the whole process much easier. Thank you, Colleen!

HSBC Kilburn high road. I always visit the HSBC and Mehdi help me to transfer internationally,he is very helpful and nice,thank you.

On 21/7/26 I had 11.30hrs meeting with my new Premier Relationship Manager Sabrina Begum at the Sunderland branch of HSBC,I would just like to say on meeting Sabrina for the first time how easy she was to talk to and put me ease,Her knowledge in general and in regard to my accounts was impressive and she was able to advise me on maximising my deposits.
In my opinion her professionalism shines through and she is a real asset to the bank.

I came in very stress out with a phone issue. And i met Ryan at tge eastbourne branch and he was satisfactory, he knew what he was doing, very pleasant, kind, and reassure me and he did a fantastic job.
Thanks ryan

Many thanks Kiran for your support and addressing many of my queries on mortgage and life insurance. Though i was no very good and finance and especially when finalizing Mortgage the discussion helped me a lot.

Met with Sansha Botha for Premier Onbaording. Great service really happy with the responsiveness and level of service. Recommended

Organisation of online meetings, concise and clear instruction and a very helpful advisor called Mark.

We recently upgraded our account from the HSBC Classic to Premier. Lougie was amazing, he explained everything so clearly, was patient and extremely cooperative.
Honestly, Lougie provided an exemplar impression of HSBC, with top class customer service- we cannot thank him enough... :)

Great mortgage service, got an appointment the same day and Mueen was efficient, clear and friendly.

We recently spoke with Lindsey Boden regarding the end of our current mortgage deal, new rates and additional borrowing. She was extremely professional, friendly and patient throughout. Lindsey took the time to understand our circumstances, clearly explained the process, the terms we needed to be aware of and the next steps.
We were also very pleased with the communication afterwards and how promptly she responded to our questions. Excellent service from start to finish. Thank you, Lindsey.

I am a premier banking customer. The entire sign up process and treatment from the staff in all methods of correspondence is abysmal. Staff members have no accountability, and there is no follow up mechanism or offline/asynchronous support. I regret joining.

Signed up in May 2026. The sign up process was painful - that should have been the first red flag. I was unable to sign up via the app for reasons unknown, contacted via phone - which is incredibly difficult if you aren't already a customer, and was advised to visit a branch. Visited a branch in Bishopsgate, and was "helped" by 2 staff members (cannot remember the first person but they seemed like they were genuinely trying to help me), and Alice who was a bit rude and seemed to rush (she also mentioned she had another appointment so only helped because she saw me there in the waiting room), and to try again in 3 months without any other explanation.

I applied via online form and got accepted. The communication that I was approved was poor because they kept sending text messages asking me to continue my application. They sent limited communication but did not mention I was successful until the documents arrived via post 7 days later.

There is an onboarding team that seems friendly, will explain/advertise their products, and mention they will be in touch to share the relevant links and information of what was discussed but don't follow through. When I reached out via the chat to try to get these details, naturally they are unable to help because it seems like they are some offshore support centre with limited knowledge and limited support, juggling multiple people/chats, with no information on the call. I've since raised a formal complaint because of this.

I've since then reached out via chat in the app to enquire about some various other things. The support will mention "[insert pleasantries], I will check on that for you" but never get back to you. You then get disconnected and the next message you send sets you back to the chat bot. This has happened 3+ for the same query. The system tells you to have the chat in the background, but you always get disconnected, so it's fake asynchronous. They are lacking a proper messaging system where it can span days for support. There is no email mechanism, only chat and telephone. The people on chat do have access to your account details, but with the vast amount of products and edge cases, getting the correct information immediately may not be trivial, why not have a ticketing system where you can get back to me via inbox the next day or in a few days? Instead of pretending to help and then "disconnecting", or even worse, providing the wrong information, or trying to source information from google (which I also experienced during a phone call to them).

I completely understand that they do not have to offer their business to me, but this is outrageous.

My recommendation would be to stay away, and if you insist on banking with them, to have back up accounts. I dread the day I actually need active support from them.

Edit: my grievance is not just with the onboarding team, but communication in general is bad and limited. Your options are to either use chat where you will get disconnected, it is a frustrating experience, or you call them, which is also expensive from a time perspectve and they are also not knowledgable. I'm sure they are both fine for simple questions, but there should be some offline mechanism where you can email or use the in-app inbox to message something for less urgent matters but I still want answers to. It does not feel premier, and I can compare it with 1 other "premier" bank.

Baljinder Singh was my advisor , and she was the most professional and friendly advisor I've ever come across. I spoke to different advisors on many occasions before, but no one was so competent, motivated to get the job done,and help the customer in such a good manner. If I could get same level of professionalism from other advisors,representatives and sales consultants, the world would be a better place. I am really a strict when giving opinions, but that customer service was flawless, 5/5.

I should never have been honest or subsequently complained. This is my second complaint about this bank.

I had a credit card that was closed and the customer service agent put through the wrong amount which left me owing them: of course, I paid it. However I raised a complaint about this because I did not know until almost the statement date.

I was told my complaint would be resolved and the next day got a letter to say the complaint is closed, with the option to get in touch if something was wrong: I did and was then explained that is a mistake on the letter and I would need to go straight to the ombudsman. I cannot believe with such a low level issue, HSBC encourage you to pursue a British taxpayer resource.

I just moved my current account to HSBC, as well as savings. I cannot see me staying too long based on this appalling customer service: the last agent could not believe how my case was handled nor my right to escalate was removed.

HSBC have replied below with the same advice given to me on the phone so just going round in circles

Update: 28th July - complaints manager has contacted me and upheld my complaint. Happy with outcome.

I couldn't solve the issues with online banking so had to visit the branch. Unfortunately my local branches x3 have all closed so made an appointment at the Enfield branch.
Nadine was able to sort all my issues. She was friendly and professional, makes a nice change get outstanding customer service.

David was careful to explain in detail all I needed to know and fielded questions.
I was confident to make a decision because of the good experience I had

Sangita was amazing helped me with everything ! Highly recommend her !