Was told by customer service agent on the phone I would have to apply in branch for my childs saving account and no appointment is required. I went in branch today to be told by a young lady that I cant do it in branch showed me a QR code to scan and told me to apply online. I explained that's not what it states on your website. Asked once more I have my ID can I just open the account to while I'm in. To which she replied, you can sit on the chair here while you apply on your phone???

Quite what the point of opening on a Saturday is when you have no staff, I do not know. Further, when the cheque paying in machine was broken, the lady took my cheque but after walking off with no explanation, on return refused to give me a receipt or copy.

Condescending behavior. I went to submit documents requested by the online process for EU citizens. First of all they had no clue what docs were needed apart from Id (I can understand this, it's just a small branch). Back home (Sweden) we have everything online, from bank statements to proof of address, I presented those. The lady at the counter didn't know how to process that, she asked another lady who seemingly looked like manager. When i tried to explain to her that we have everything digital in Sweden and tried to present her digital documentation proof, she condescendingly replied, "This is a bank", at that point I didn't know what to say. The guy at the entrance was really nice and actually guided us on our way out. (5 stars go to him)

Horrendous. I have Power of Attorney over my mother's accounts and have been trying to establish access to online banking. After a month of following HSBC's procedures, waiting for forms that are delivered way out of notified time scales, setting up security numbers that then don't work — I am back where I started having to make another appointment at the bank branch. I have had conflicting and inaccurate guidance both in letter form and over multiple phone calls to customer service and online banking specialists. If you are wanting to do something similar act early and if codes and paperwork does not come within quoted timescales you will need to go back to the branch as soon as possible.

Had a shared account with this bank for 5+ years, but never have been able to access it no matter how many times I have gone in, called, tried to log in. Having solid security barriers if one thing, but if your actual customers continuesly struggle to get access to their own accounts, something needs rethinking (security questions, passwords, passcodes, customer login names, login codes, mobile access codes, so manyth number of card, first line of previous address, which company was the last transaction on this card to and Ican go on and on). When you go into this bank on your day off (week or weekend) it's either closed or queues so long it's nearly impossible to get any help. Definitely looking to open an account at a different bank

You state that branch’s will be fully staffed ! My mom was a Victim of fraud . Came into branch as she doesn’t do online or telephone banking . 1 member of staff on shop floor . It took over 3 hours to report the crime . HABC you should be ashamed of yourself :-((

Brand new refurbished... Old but gold.

Staff very helpful

Awful service each time I’ve gone, changed banks now

It's really unfriendly in there . Used to have friendly helpful staff now they don't even notice you they are too busy on their mobiles to bother

the customer service was appalling. you stand around for at 6-7 minutes and then when the advisor met with me he didnt smile at all during the 5 minutes he spared me to tell me that he didnt need to help me.... as part of customer service alone if i could have rated less than 1 star i would have done, they are not my bank anyway but i will be moving my daughters account to somehere like TSB ( thumbs down in a very big way - brush up on your customer service HSBC ☹️)

Why of all days of the week is the Kings Heath branch closed on a Thursday added to which the cash machine outside hasn’t worked for a couple of weeks. In the old days Wednesday was a usual closing day for businesses or even a half day but Thursday was usually a busy day.

Worst bank I've been to. Do you have just the one staff member working? Waited in the queue for 20+ minutes and still weren't seen to and all of the sudden staff member scampered off. Not a single "sorry for the wait, someone will be with you shortly" or anything of the kind.

CHECKED WEBSITE FOR ANY CHANGE IN TIMES OPENING...etc NOTHING GET THERE ITS CLOSED?!!!! AND ITS STILL SAYING OPEN TO 4:30☹️ Annoying

I love visiting this branch, the staff at the counter are very friendly and the young chap at reception is also friendly.

Very helpful and efficient in my experience.

Decent bank people here try and help you with any issues you have only thing is there is a way a quee

staff are always incredibly helpful. The machine to bank cheques is a little temporary - otherwise it's a great bank