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Grievance Redressal Mechanism - Non Demat Accounts

At HSBC, we want to make sure that you get only the very best of service from us - service which you, our valued customer, deserves. For any service requests or queries, you can approach your nearest Branch or Contact Centre.

If at any stage, you feel that our service levels are not up to your expectations, please register your complaint at any of the following access channel.

Grievance Escalation and Redressal Procedure

First level escalation 

Second level escalation 

Final level of Grievance Redressal Procedure 

Escalation to RBI Ombudsman

In the event that you do not receive any response within one month from the date the Bank first received your representation, or if you are dissatisfied with the response given by the Bank, you may write to the Ombudsman appointed by the Reserve Bank of India under The RBI – Integrated Ombudsman Scheme 2021, to look into the provision of satisfactory service by banks. Brief details of the scheme are as follows:

The Reserve Bank of India has appointed an Ombudsman, who can be approached for redressing customer grievances if they have not already been redressed by HSBC. The salient features of the Scheme are as follows, and the following conditions will apply before the Ombudsman can be approached: 

  • the complainant had, before making a complaint under the Scheme, made a written complaint to HSBC and the complaint was rejected wholly or partly by the Bank, and the complainant is not satisfied with the reply; or the complainant had not received any reply within 30 days after the Bank received the complaint.
  • The complaint is made to the Ombudsman within one year after the complainant has received the reply from HSBC or, where no reply is received, within one year and 30 days from the date of the complaint to HSBC.
  • The complaint has not been settled by the Ombudsman in any previous proceedings
  • The complaint is not the subject matter of proceedings before any court, tribunal, arbitrator or any other forum
  • The complaint is not abusive or frivolous or vexatious in nature
  • The complaint is made before the expiry of the period of limitation prescribed under the Indian Limitation Act, 1963 for such claims.
  • The complaint is lodged by the complainant personally or through an authorised representative other than an advocate unless the advocate is the aggrieved person

If you have any issue, which you wish to take up at this forum, please contact your Branch who will advise you in this regard. To obtain details of the scheme follow the below links:

  1. The Reserve Bank - Integrated Ombudsman Scheme, 2021(English) (Hindi)
  2. Details of the complaint lodging portal of the Ombudsman – https://cms.rbi.org.in

The complaint may also be submitted to the Centralised Receipt and Processing Centre as notified by the Reserve Bank. Contact details of Centralised Receipt and Processing Centre (CRPC) : Address - Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017; Toll Free No. – 14448.

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