I am a new arrival to the UK. I tried to open account as I am an Advance HSBC customer abroad. They asked me for UK utility bills, I had none as a new arrival. I was told to take a letter with my address from my employer (the university that I teach there). I brought the letter and after several days I received a letter to visit a branch with a proof of address as my letter is only valid for the ones who arrived the UK in the last 6 months. I arrived the UK on 18 January 2022 and I had hard evidences for it (visa, residence card and ... ). They surprisingly told me I have arrived the UK on 1/1/1979. This date is before my birth date!!! and I am almost sure I have not entered such a date at any point. I asked them to check my passport and amend that date. They refused. TOTAL LACK OF COMMON SENSE.

Wanted info on opening account and had some queries. Black lady who was advising customers , directed me to the website and fobbed me off. The whole reason I went to the branch was because I had some questions that were unclear on the website. Not good customer service at all.

I'd been asked by staff why I wanted to open up a bank account , which ,to me Is a weird question. I asked for a card to be sent out . I provided my proof of address, my passport etc ..I don't know why they wanted me to explain why I wanted to open up the bank account . They made me feel like I didn't have the right to do so , as a British citizen. A month later and I still have not received my card .AVOID at all costs!!! their customers service is non existent .They're lucky enough to even get a star from me

Mwange and MJ (universal banker) were so helpful and friendly and sorted out the problem that I had for mobile banking app.

Blocked my credit card transaction for no reason, then refuse point blank to help!!! I have been with them for over 35 years and I will be moving my account!!! They introduce a new electronic token device on my account great my account should be more secure, only problem is they forget to sent me the device, lock me out of using my card and then refuse to help!!!!!!! THANK YOU HSBC BANK, YOU ARE USELESS.

Pathetic, they dont work for you.. you work for them.. employees full of attitude.. you would get a better service at your GP..

Very bad customer service. I spent a whole hour at the bank, and no one helped me, they kept telling me to wait while staff chatted together and were walking around with nothing to do. If these people who were available cannot help then hire people who can!

Not happy with HSBC at all with a service user who sufferes with mental health and anxiety he is trying to open a current account however staff keep telling him to return with documents when we do this the staff change their minds and request somthing completely different my service user has visited 3 times now and has had to spent 15 pounds getting a private doctors letter which they wont accept also travel costs for himself and supporting staff. We are currently at HSBC branch birmingham new street the same staff that we spoke to last time Lakhan is still refusing the letter from DwP as it does not state what benefit he is in reciept of however has his name national insurance number and address on it. Not impressed with HSBC as this to me is a form of finacial abuse having my service user go back and forth. Spending money whichbhe does not have also wasting his support time as now my service user will notrecieve support today now with cleaning or meal prep supported a previous tenant a few weeks ago open a account with Lloyds he never had no ID and didnt go through all of this rubbish. If Lakhan continues to be difficult we will have to visit Lloyds.

I remember this bank. I had to transfer my bank account's money to an account in a foreign country. I waited about an hour and half and finally it was my turn, and when I headed to a man's desk, he looked at me and looked already unhappy. When I said I would like to send money to overseas and for some reason he suddenly started saying from the top that I could do it with a computer. Then I was finished without any explanation. I couldn't do the simple thing of sending money. He failed to respond to me. And he showed me an arrogant attitude. And I heard He told other workers that I was a fool. Even though I explained what I wanted to do, I didn't respond properly. I'm angry even now. They seem to be misunderstanding their position.

Mostly friendly and efficiently HSBC branch I have been to. Had a dedicated staff which resolved my issue within 10 minutes. Staffs were also compliant with the COVID social distancing guidelines which makes it safe for public to run the financial errands.

Re: Covid19 no problems. Staff are polite, visited the branch to make a transfer or deposit ATMs are available. Sanitise wipes are always there for one to use. Nice to see the ATMs outside are cleaned.

Genuinely the worst customer experience I have had in a branch. Waited almost 3 hours just to have some minor details updated. If you can go elsewhere do it.

STAY AWAY! Disgusting service, they could not care less. Had to stand around for ages before I could find anyone to talk to, to try and get my cards replaced which had expired, as HSBC had failed to send new ones. Michael behaved so arrogantly. Kept being told “we’re the biggest branch in Europe”.What good is that to me, if there’s nobody to help in the branch, and then you tell me you can’t even sort my issue, even though it’s their fault in the first place. They are so big that they just don’t care about you. Stay well clear off them. Nationwide and Metro actually value you as a customer, give them your business.

Terrible customer service. You can't make an appointment, they just rather let you wait for hours. Replacement cards got ordered but they never send them. It took ages to get my money back on Internet fraud. Hours spend on the app sorting problems out, only to find out it never got recorded and they didn't know anything about the matter. Luckily, I had screenshots. Closed account after that. Going to a bank that values its customers.

The best thing about this place is the express backing machines , they have many paying in machines via cheque and cash The queuing system is really poor , you can be waiting there for ages and then some one who is behind you get in from because apparently they were spoken to prior I wound ot of minded as if they had limited staff, but you see stave loitering about ,”chatting to each other, On the plus’s side they do treat the business customers very highly, and you can book appointments in branch on the same day, not many hsbc branches left all clock by around the country

Today, I went to this bank for the first time to open up an account but the customer service from one of the girls were so bad that made me never return here. The short black hair lady cuted me off for every question I had and for every question she would say for me to go online and read or she would answer "I don't know". For what exactly is she being paid for if not to properly answer customers question? I wanted to make an informed decision before opening my account and I was unable to converse with her. She definitively has not listening and customer service skills or she is taking her job for granted.

I walked in to change my address for my personal account & my business account. I was welcomed & greeted with a smile. I was put at ease from start to finish. John Stevens, Network Manager even helped me set up online banking on the spot. About my business account he recommended I come on a different day but early morning so it’s not so busy. Which I thought was a fair request. John was courteous from start to finish which made my experience a pleasant one. They were very busy & acted professionally. I would highly recommend HSBC.

No customer service skills. Staff at information have no information and do not take the time to listen to understand. There are long queues at information as people are trying to get staff to understand.

There is always a long queue for the counter. But that's the same everywhere at the moment. It's unfair to mark them down for putting in social distancing measures to protect themselves and the public. Their queue buster yesterday was excellent, who thanks to the customer behind me in the queue we established is English - not Scottish or Irish despite the shape of her eyes 🤷‍♂️😂. She managed the queue very well. She gave off a real sense of authority, but without coming across as arrogant. She read the queue well, and I'd be surprised if she wasn't management.

Worst customer service. They won’t take in account upgrading on a saturday at 11 am saying they are closing at 1pm! They plan to stop work 2 hours before since its weekend. Its a shame for a big bank to show poor customer service.

Polite managers, but... Accepted a letter from employer to open an account and assigned me to a telephone interview in 40 days! Then, I've received an extra message stating tha I must provide them with payslips for 3 latest months (bearing in mind that I've only entered the UK and it is obvious from my documents). What to do — no even cares in HSBC.

I don't bank with HSBC but had a pleasant stress free customer service experience today with team member Lakhan at Birmingham's New Street Branch. My sister who is a customer of HSBC passed away last week and I was under a lot of stress but Lakhan was very patient and informative and helped me through the process with ease. Well done and many thanks again for your help today

In a nutshell: Used a Lloyds cash point that dispensed a broken £10 note so they advised I go to my bank (HSBC) and there I spoke to a lovely and super helpful member of staff who liaised with her manager to exchange the note for me. Yes it’s a busy branch and yes it’s located in the city centre, but I received great service from both the above ladies. Thanks.

I went to New Street last week, my partner and I were greeted in a really professional way by Bahja Mohamed. Really very kind. Thank you for your work and help.

Went in here to use the counter service and was really pleased with the customer service and the lady who helped me at the counter service , she was patient as I sorted out what I needed to and helped me with anything I needed help with there was no que as I arrived in the morning, so I was able to use counter service as soon as I arrived and sorted within 10 minutes . The staff were all really polite and professional there was another young lady who was standing near entrance and asked if I needed help and if she could help me upon arrival which I thought was nice she did this with everyone making sure all customers were seen too and helped.

Cause I don't live in a house but on a narrow boat I can't have a account so I will stay with santander with my in vestments and banking Al my bank details go to Grenofen I can't under stand WHY???

When I opened my account, the process was simple but time consuming (online was easy but in-bank process is too slow). Now, I visited the bank 4 times to open an account for my wife and each time they say they can't take more applications for the day. Completed her application online at least 3 weeks ago but in-bank side of account opening is pathetic in this branch. Due to this, now I have a opened second account in Lloyds. Havent visited them once and have full account benefits. Biggest downside for HSBC is that I dont get app or text notifications for purchases, deductions, etc whereas in Lloyds I get them.

I've banked with them for 18 years and my advice would be to anyone signing up to a new bank is to go with metro Bank instead. HSBC have only got worse . They are extremely disorganized and I'm fed up of speaking to people who are outside the UK . They stop transfers all the time . You speak to someone in some foreign country and then they say you need to come into the branch to prove who you are

Not happy with service very unprofessional staff , mostly trainee i asked i wanna see manager when I explained everything he said ok your account will be open but come back tomorrow when they waisted my two hours they could’ve solve the problem straightaway if it was some professional manager or staff time . Disappointed

Nakon the guy from hsbc is an amazing person he helped me allot thank man you doing a grate job god bless you

HSBC team and Mr.Abdul was extremely helpful. They extended themselves beyond the working hours and helped my daughter to open a bank account. Thank you.

It's terrible feeling during dealing with my HSBC bank account both in branch and by phone call. I got a updated debit card and tried to access my bank account using website, however, I cannot login and also cannot register no matter which way I tried to use. Later I have visited HSBC branch in New Street of Birmingham for three times where each time I waited at least two hours, but not any staff could sort out the problem. They just leave me there and ask me to call HSBC call center to find a solution. It's really ridiculous and I'm really not happy for the service that HSBC branch provided. In the fourth time, I visited another HSBC branch in HSBC head office of Birmingham. It's about 12 clock and the branch is very quiet. One gentleman met me and knew the problem I got. Then, he asked me to wait for 30 to 40 minutes, then someone could meet me. Five minutes later, another customer come in and ask for help, then a gentleman come out to help him to sort out his problem. I am not happy and complaining to the reception why I arrived earlier than another customer but not got an earlier service, then the gentleman come out to talk to me. It costs another two hours to get the issue sorted out. It's terrible experience I had with HSBC's service. I am really disappointed for both their service and the banking system. I will never recommend HSBC to anybody.

Hard to answer to simple questions. Maybe the staff hate the company are working for otherwise I cannot explain the attitude. Looking to move out from them.

Would be nice for you to let your customers know that the bank is actually closed as it is currently saying that you're open