Customer complaints and credit appeal process

At HSBC we are committed to providing you with a first-class service and effectively delivering the products and services you need. Even with the best of intentions, we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible. We'll investigate the situation and where necessary, set about putting things right as quickly as possible. We may also take steps to avoid similar problems happening in the future. Your views are important to us and your feedback is key to improving the products and services we offer.

We take customer service very seriously, and as such we have a complaint handling procedure in place.

We shall acknowledge any complaint received from you within 48 hours. We will do our utmost to provide you with a definitive reply as soon as the relevant facts of the complaint have been investigated by not later than 15 days. Should complaint not be resolved within 15 working days we will be providing you with regular updates.

Submitting a complaint

You can send us your complaint, by sending a message through HSBCnet, an email to business.banking.direct@hsbc.com or else by contacting us on +356 2380 8000. Please note that if your complaint is account specific, or contains personal confidential information, you are kindly requested to contact us on +356 2380 8000.

Complaints can be submitted in both the English & Maltese language.

If you then feel that your concern has not been dealt with to your complete satisfaction, you may also direct your complaint to either the Arbiter for Financial Services or the Malta Financial Services Authority as applicable:
(Sole traders & Micro-enterprises)

The Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD1920
Malta

^{** A micro-enterprise is an enterprise which employs fewer than ten persons and whose annual turnover and, or annual balance sheet total does not exceed two million euro (€2,000,000).}

Website – financialarbiter.org.mt

Complaints with the Arbiter for Financial Services' Office should always be made in writing.

Or to:
(all other companies)

The Manager
Malta Financial Services Authority
Notabile Road
Attard BKR3000
Malta

If you have applied for business lending which we've been unable to approve, you can make a business lending appeal and ask for the decision to be reviewed.

Business Lending Appeal guidelines

Your application for appeal shall only be considered where all the below circumstances subsist:

• Where we are not prevented from lending to you, for example for legal or regulatory reasons or due to economic or trade sanctions
• If your existing lending is not already subject to formal demand or enforcement or legal proceedings
• Where your appeal relates to a lending application declined within the previous 30 days
• Where the lending facility would have had a payment term which exceeds 30 days

Please note: This process should not be used for enquiries or objections to the proposed costs of agreed lending (such as interest rates, fees and costs) or the standard terms and conditions HSBC attaches to such lending.

Starting the Appeals Process

The quickest route for your appeal to reach our appeals team is to complete a Business Lending Appeal Form in your own time and send the completed form to:

HSBC Bank Malta PLC

Business Banking Centre

80, Triq il-Mitħna

Ħal Qormi QRM3101

Malta

What Happens Next?

Our credit appeals team will send an acknowledgment of your appeal within 2 working days. If we need any further information, we will contact you on the phone number you provide on the form.

How long will it take to process my appeal?

We are committed to providing you with a response to your appeal within 30 working days of receiving your application. We may contact you to discuss your appeal and we will also confirm our decision in writing to you.

Appeals Help

For more information please call us on +356 2380 8000.