Step 1: Start with an HSBC representative
At HSBC, we want to provide you with the best customer experience possible. If we did not meet your expectations, please let us know and we'll do our best to help.
Please use the contact information below to direct your complaint to the right entity.
HSBC Bank Canada, HSBC Mortgage Corporation (Canada) or HSBC Trust Company (Canada)
Toll-free:
- Personal Banking: 1-888-310-HSBC (4722)
- HSBC Premier or Jade: 1-866-233-3838
- HSBC Small Business: 1-877-955-HSBC (4722)
- Business and Corporate Banking: Contact your Relationship Manager
Outside Canada and the US (long-distance charges apply where collect calls not available):
- Personal Banking: 1-604-525-HSBC (4722)
- HSBC Premier or Jade: 1-604-216-8800
- HSBC Small Business: 1-647-251-HSBC (4722)
- Business and Corporate Banking: Contact your Relationship Manager
Chat or email:
- Log on to Online Banking and chat with us
- Email us at info@hsbc.ca
In person:
HSBC Investment Funds (Canada) Inc.
Contact your Relationship Manager or Mutual Fund Advisor.
Toll-free: 1-800-830-8888
Email: hsbcinvestmentfundscomplaints@hsbc.ca
Mail: HSBC Investment Funds (Canada) Inc.
(Attention: Complaints Management)
PO Box 6600, Stn Terminal
Vancouver, BC V6B 6R1
HSBC InvestDirect, a division of HSBC Securities (Canada) Inc.
Toll-free: 1-800-760-1180
Email: investdirect@hsbc.ca
HSBC Finance Mortgages Inc.
Toll-free: 1-888-318-0271
Email: contact.hsbc.financial@hsbc.ca
HSBC Global Asset Management (Canada) Limited
Email: ca.amca.complaints@hsbc.ca
HSBC Private Investment Counsel (Canada) Inc.
Toll-free: 1-844-756-7783
Email: ca.hpic.complaints@hsbc.ca
We will automatically escalate your case (Step 2) if we haven't finish addressing your compaint within 14 days.
Step 2: Escalate if your complaint is not resolved
If you're not satisfied with how our representative handled your concerns in Step 1, you can escalate further (or ask our representative to escalate on your behalf) using the contact information below.
Toll-free: 1-888-989-HSBC (4722)
Email: escalated.complaints.canada@hsbc.ca
Mail: PO Box 9950, Station Terminal
Vancouver, BC V6B 4G3
Step 3: Escalate to HSBC Client Complaints Office
If you are not satisfied with the resolution after following Step 1 and Step 2, you can escalate further to the HSBC Client Complaints Office.
This office will only investigate once you've tried to resolve your concerns through the previous two steps. The Client Complaints Office will review your complaint and provide HSBC's final decision and an explanation about how and why this decision was reached.
Toll-free: 1-800-343-1180
Email: client.complaint.office@hsbc.ca
Mail: PO Box 9950, Station Terminal
Vancouver, BC V6B 4G3
For Privacy Complaints only
If your complaint is related to privacy issues, we will direct your concerns to our Chief Privacy Officer:
Email: privacy_officer@hsbc.ca
Mail: PO Box 9950, Station Terminal
Vancouver, BC V6B 4G3
Resolution through an external complaint body
Ombudsman for Banking Services and Investment (OBSI)
You have the right to refer your complaint to OBSI in these two situations:
1. You're not happy with the response from the HSBC Client Complaints Office; or,
2. If we've taken longer than 56 days to investigate and respond from the date you told us about your complaint.
Toll-free: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Mail: 20 Queen Street West, Suite 2400
PO Box 8, Toronto, ON M5H 3R3
Website: www.obsi.ca
Contacting a regulatory body
Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws, voluntary codes of conduct, and public commitments.
If you have a complaint concerning any of the above, you may contact the FCAC at:
Toll-free: 1-866-461-FCAC (3222)
Mail: 427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Website: www.fcac-acfc.gc.ca
The FCAC does not provide redress or compensation, and will not get involved in resolving complaints.
Mutual Fund Dealers Association of Canada
Because HSBC Investment Funds (Canada) Inc. is a member of the Mutual Fund Dealers Association of Canada (MFDA), you may also contact the MFDA:
Phone: 416-361-6332 or 1-888-466-6332
Email: complaints@mfda.ca
Website: www.mfda.ca
Autorité des marchés financiers
If you are a resident of Quebec, you may raise your concerns with the Autorité des marchés financiers.
Toll-free: 1-877-525-0337
Fax: 418-525-9512
Mail: Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Quebec (Quebec) G1V 5C1
Office of the Privacy Commissioner of Canada
The Office of the Privacy Commissioner of Canada investigates privacy complaints concerning the Personal Information Protection and Electronic Documents Act. If you don't feel appropriate action was taken by HSBC Canada to resolve your privacy matter, you may contact the Privacy Commissioner of Canada:
Toll-free: 1-800-282-1376
Mail: 30 Victoria Street
Gatineau, Quebec K1A 1H3
Website: www.priv.gc.ca
Third-party complaint-handling process for this institution:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
