HSBC UK Reviews 

Good luck if you’re bereaved and trying to shut an account. My relative had 2 executors and they wouldn’t let us put this on the form they insist you fill out, it froze and wouldn’t work but they insisted all of it had to be filled in. They sent back the forms THREE times with no explanations as to why or what was needed despite all information and boxes filled in. We can’t start probate without these details. All other banks have given us the information we need very quickly, HSBC have been truly terrible and 2 months in we are still no further!

Go with someone else if you’d like your affairs can be easily sorted when you pass away because hsbc have caused additional stress at an already difficult time and I wouldn’t wish this on anyone. Customer service is non existent and they have no pestered us with automated letters and emails but won’t answer our queries.

I had a phone appointment with Mhairi regarding some financial planning. She was very understanding, compassionate and helpful. Mhairi provided me with several options and helped me ensure I chose the right products for my current and future situation financially.

I’ve banked with many banks and this is the worst by far. Ever since I opened my account up 2 years ago. Just failure after failure. Lots of complaints. Now there latest one is it’s not there fault after putting a charge on companies house and I never even got the loan. Cost me thousands. Do not use. Very bad.

Sarah made what could have been a stressful mortgage application a smooth and positive experience. She explained every step clearly, making sure I fully understood the process, and was always available to answer my questions.

She was incredibly patient, caring, and supportive throughout my application. Her professionalism, attention to detail, and genuine willingness to help gave me confidence from start to finish.

I highly recommend Sarah to anyone looking for a knowledgeable and dedicated mortgage adviser. Thank you for all your support!

Kirsty was lovely, answered all our questions and explained everything very well

I had an issue with my new HSBC UK account that i opened via the mobile and the account was suspended by mistake from fraud. The customer service of HSBC showed great interest to resolve my issue. They called me and emailed me to discuss my issue and possible resolutions. I was also chatting with them ghrough social for solution as i was overseas. At the end issue resolved. Great focus on the customer attitude from the team!!!

Problem with my debit card that the telephone call couldn’t solve. Bettina Brennan in the branch got the problem sorted in an efficient and timely manner. She was friendly and most helpful.

Mueen Hussain provided exceptional support throughout our Buy-to-Let mortgage application. From the very beginning, he was professional, knowledgeable, patient and genuinely committed to helping us navigate what is a relatively complex case.
He took the time to explain each stage of the application clearly, ensuring that we understood the process, the information required and what would happen next. He answered our questions thoroughly, guided us carefully through the documentation and kept us informed as the application progressed. His communication was always prompt, clear and reassuring.
What impressed us most was the level of care and attention he gave to our circumstances. He made us feel that our application was being handled properly and thoughtfully, rather than simply processed as another case. His calm and supportive approach made what could easily have been a stressful experience feel much more manageable.
My husband and I have been HSBC customers for over 35 years, and the service we received from Mueen reinforced the trust we have placed in the bank throughout that time. We are currently going through an important period of transition in our lives, and having such a professional and considerate adviser supporting us has meant a great deal.
Regardless of the final underwriting decision, we are extremely grateful to Mueen for the outstanding service he has provided. He is a real credit to HSBC, and we would not hesitate to recommend him.

From start to finish the mortgage process for our new home was seamless, Tanvir was very friendly and welcoming, very knowledgeable and guided us in the best direction that suited our needs, nothing was to much trouble and the zoom meeting was very relaxed, we would definitely recommend HSBC and Tanvir

Overall happy with HSBC but recent update lost some payee details which was annoying

This was a very smooth and simply explained process allowing us to make good decisions that supported our needs. We can not thank Oluyemi Ekundayomi enough for helping us with our mortgage.

I'm happy with Pauline service at East Ham branch

We wanted to port our mortgage and from the first phonecall to enquire through the appointment booking process and the online meeting with the mortgage advisor, everything was handled in a professional, friendly and timely manner. We had the opportunity to ask questions at every stage and never felt rushed or persuaded at any point. Highly recommend.

Premier Onboarding service was very helpful, thorough and informative. The person I spoke to was knowledgable and made the transfer very straightforward.

My review relates specifically to Kelsey at the Harrogate branch. She is basically incredibly good at her job - bright, quick, and listened well. She immediately resolved several queries and some I didn,t even know I had. I came away being able to do things I never thought possible with my HSBC account and App, specifically global money and cancelling regular payments going out. The triage system still drives me mad and is inefficient but great to get through to such a friendly, with it and proactive member of staff in the end. Thanks Kelsey

I had a fantastic experience depositing USD with Hannah. From start to finish, the service was professional, friendly, and efficient. Hannah made the whole process straightforward, answered all of my questions, and ensured everything was completed quickly and smoothly.

Excellent customer service like this really stands out. Thank you, Hannah, for taking the time to sort the funds out for me.

And Mike also absolute gentleman who also made the process more comfortable

Great to collaborate with , patient and caregiver

Four separate attempts. Four separate "authorised" transfers between my HSBC account and my own Tally account. Four times HSBC has clawed the money back out of thin air, hours after confirming it went through — like a magician who keeps "accidentally" pulling the £20 note back out of your hand after the trick's already taken a bow.

Here's the plot, season one, episode five: I move my own money from my own HSBC account to my own account elsewhere, in my own name. HSBC says "great, all done." Hours later, it isn't done — it's been recalled, restricted, and quietly returned, with the only explanation being an SMS that reads like a phishing text, grammar and all, giving me until 8pm the same day to phone a fraud line or lose access to my own cash. I don't use the phone. I've told them this in writing, repeatedly, clearly, on record — disabled, one working hand, terminal diagnosis, no telephone. Somehow this information evaporates between departments faster than my money does between accounts. Meanwhile, I've made several other transfers since, on the same phone, in the same app, no problem whatsoever — so whatever their fraud model thinks it's protecting me from, it's remarkably selective about which of my own transactions it actually minds.

The chat team's solution to "I can't use the phone" was to tell me to use the phone, then close the chat. The fraud team's solution to "please don't call me" was six calls back-to-back on a Saturday, like an over-enthusiastic suitor who mistakes "no" for "try harder." HSBC's solution to a written, ongoing accessibility failure was to email me a customer satisfaction survey about how the fraud team handled it. I filled it in. The last question asked if they could call me to discuss my answers. I genuinely can't tell if that's poor design or performance art at this point — somewhere a focus group signed off on it with a straight face.

Special mention to the cancellation messages, all citing a phantom unauthorised payment supposedly linked to 15 October 2024 — a date I checked against my actual statement, where the only things happening were a rent standing order and a routine bill, neither cancelled, neither remotely fraud-adjacent. So the system isn't just blocking real transfers, it's justifying the block by hallucinating a transaction that never existed. If I'd built infrastructure that confidently wrong over a fifty-year engineering career, I'd have been fired somewhere around Denmark.

To be fair to HSBC's security logic: yes, in theory, someone could steal my phone, unlock it with my face, log into my banking app with my password, and then, out of sheer criminal courtesy, transfer money to another account that's also in my name. A thief with a strong sense of fair play and excellent account-naming recall. I look forward to HSBC explaining how that scenario justifies ignoring a written disability declaration four times over, while every other transaction on the same device sails through untouched. Genuinely, world-leading bank — just not always clear on which world.

I had a one-hour telephone appointment with Ronald from the Premier onboarding team. The experience was excellent; Ronald was professional and addressed all my queries.