complaints

scottie45

Does any one know where you can get advice about how long banks take to investergate a complaint been told 8 weeks and thats if i dont make another complaint. To any ones surprize its hsbc also would it be normal banking practice not to inform account holder about downgrading bank account ,or cancelling dd and standing orders and debit cards and would i have a case of being unfairly treated

LucyTheDwarf

Have you done anything to warrant this, as far as you know?

Have you been declared bankrupt?

dunstonh

Does any one know where you can get advice about how long banks take to investergate a complaint

Complaints are different. Some can be resolved easily. Others require more work and time. There is no way to say how long a complaint would take and really how long it took others doesnt matter as chances are complaint is unique.

been told 8 weeks and thats if i dont make another complaint.

8 weeks is the timescale that you have the right to then to go to the FOS if you dont get a response.

To any ones surprize its hsbc

Are you American? If you are not in the UK, you have lower consumer protections with regards to access to the FOS. If you are in the UK and its a spelling error, then fair enough. HSBC are one of the better banks but no business is perfect.

also would it be normal banking practice not to inform account holder about downgrading bank account ,or cancelling dd and standing orders and debit cards and would i have a case of being unfairly treated

Depends on whether you have been taking notice of their notifications or not. Banks dont go straight to cancellation of D/Ds, S/Os and your debit card. That only happens if you continue to abuse your account facilities and/or you do not keep in contact with the bank. So, were you taking notice of all the other notifications you had? were you in contact with the bank about your poor account use? Had you received a warning that if you continued to abuse the features that they would be withdrawn?

The bank is totally within its rights to withdraw facilities where they are being abused. A letter is normally issued to cover that.

edit added after posting: HSBC are apparently doing this on a wider scale at the moment on troublesome accounts.

Jake'sGran

I was just going to say that HSBC is considered to be a very good bank but Dunstonh
has already mentioned this.

One thing to remember is that you have to go through the bank's own complaint system before you can take your complaint to the Financial Ombudsman.
If the bank does not put things right - provided they were wrong in the first place - you can then appeal to the Ombudsman.

I have recently had a complaint with the Leeds BS but they have acted on my complaint and I am satisfied with their actions.

dinsdale_piranha

HSBC is not a good bank
They usually have to reply within 28 days - but they alwasy take their time.
Don't be misled by all this - who dictates this?? Write to all and sundry -
just copy the letter - and send it out . Demand answers put time limits on them.
I waited 6 motnhs for some action - and after it became urgent the bank still fell back on "28 days" - rubbish - push them.
Who says they are in charge all the time ? Write to your MP - and anyone esle you can think of.
They have time on their hands - so make them work

you can escalate your concerns by writing to the Senior Manager of our Service Quality Team at the following address:

The Senior Manager
Service Quality Team
HSBC Bank plc
Arlington Business Centre
Millshaw Park Lane
Leeds
LS11 0PP

opinions4u

dinsdale_piranha wrote: »

HSBC is not a good bank

It's a matter of opinion. My own minor dealings with them have been better than the likes of Barclays, who I found to be awful.

They usually have to reply within 28 days - but they alwasy take their time.

Is that their own internal service level, or a new rule you made up?

Don't be misled by all this - who dictates this?? Write to all and sundry - just copy the letter - and send it out . Demand answers put time limits on them.

I agree with your time limits suggestion. But I don't agree with copying in several different people / departments. This is asking for something to go wrong. Too many cooks spoil the broth.

I waited 6 motnhs for some action - and after it became urgent the bank still fell back on "28 days" - rubbish - push them.

You should have pushed them sooner.

Who says they are in charge all the time ? Write to your MP - and anyone esle you can think of.

What the hell do you expect an MP to do about a bank's decision to change somebody's debit card?

Annisele

Dinsdale_piranha doesn't seem to be a great fan of HSBC - he's only made two posts, and they're both to resurrect four/five month old threads to provide the address of HSBC's complaints department.

I agree with Opinions4u on the relative merits of Barclays and HSBC - there's a good reason I don't bank with Barclays any more!