Handling of Complaints

At HSBC Private Bank (Suisse) SA (HSBC Switzerland) we take all customer complaints seriously.

Should you wish to make a complaint please send an email to: pbrs.complaints.notification@hsbcpb.com

When possible complaints will be resolved by the close of the following business day after receipt of the complaint.

In case additional time is required to deal with the complaint:

a. customers will receive a written acknowledgement within 5 business days of the complaint being received.

b. the complaint will be fully investigated and customer written feedback will be provided within 3 weeks of the receipt.

If a complaint cannot be resolved within 3 weeks, the customer will be provided with an update on the status of the investigation and the action being taken by HSBC Switzerland to resolve it.

If more than 6 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received you can write to:

Fais Ombud
Telephone: +27 12 762 5000 / +27 12 470 9080
Facsimile: +27 86 764 1422 / +27 12 348 3447
E-mail Address: info@faisombud.co.za
Website: www.faisombud.co.za

Physical Address:

Sussex Office Park
Ground Floor, Block B
473 Lynnwood Road Cnr Lynnwood Road & Sussex Ave,
Lynnwood,
0081
South Africa

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