HSBC UK Reviews 

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 !

Nadine was extremely helpful would recommend her highly great service and efficient as possible lovely lady .

We had multiple dealings with Craig Ridge, one of the Wealth Managers at HSBC, and he guided us through the process of arranging both Income Protection and Critical Illness policies.

He was very knowledgeable and patient in explaining all of our options, and this added to our confidence to choose the right policies for our situation.

Even though I’m not very fluent in English, the staff member at the Kingston HSBC branch was incredibly kind and patient; they clearly explained the procedures and steps involved, and—keeping my perspective in mind—gave a great explanation of which products would actually benefit me.

Avoid guys if you can, they close people bank account left right and centre with no explanation

HSBC NORTHAMPTON TOWN TELEPHONE BANKING
Very poor customer service on the phone.
Terrible experience today my 83 year old husband was not allowed to use his security number as first of all he said he could find it.
We had to go to the bank last week and change the number,
This operator for hsbc has told him he can us the number and has to go to the bank again so we cant transfer out money,
this made my husband very stressed and we cant go to the bank as our car is in the garage.

Nadine has been absolutely invaluable.. I was in a pickle this morning and had to open an executors account.
She is kind, professional and very very knowledgeable. She sorted everything out and I have an account.
Thank you Nadine.

Great service, and great staff
Thank you miss SANGITA for her professional service.
Kilburn branch

Easy to book an appointment via the helpline, tele account opening meant the whole process could be completed from home , knowledgeable customer service staff all made the process pretty smooth. And of course, the premier account as a product is just perfect for our financial services need.

The best experience ever Charles is the best he helped me and opened my bank account within no time with lots of help .He was friendly as well as professional at the same time. Everything went so smooth. The best bank ever with best staff.