Switching to HSBC

ajc1954

I was refused a switch to HSBC Advance Bank account as they said I did not meet their "required internal scoring", even though I met the terms and conditions of the account. Should I complain to them?

Willing2Learn

You can contact HSBC and ask them to reconsider their decision. You will probably be required to give additional information.

Or

Just apply for the HSBC Bank current account, which is easier to open (lower funding requirements) and still pays you £75 switch incentive. That is what I did, as my application for the Advance account was also declined (my income is too low).

https://www.hsbc.co.uk/content/dam/hsbc/gb/pdf/accounts/credit-scoring.pdf

Edit: And welcome to the forum

eskbanker

ajc1954 wrote: »

I was refused a switch to HSBC Advance Bank account as they said I did not meet their "required internal scoring", even though I met the terms and conditions of the account. Should I complain to them?

Meeting the published Ts & Cs is necessary but not sufficient, given the internal scoring that you refer to - they won't be alone in having such invisible decision processes but are renowned for being picky.

Bottom line is that they're entitled to reject applications without having to justify doing so, so complaining would be futile....

[Deleted User]

You may well have met the terms and conditions, but as you’ve already stated, failed to meet other criteria.

Move on and get a different account elsewhere not provided by HSBC

PRAISETHESUN

HSBC are known to be picky about who they accept as customers. "Internal scoring" is usually a fancy way of saying we don't think you'll be a good customer we can make money off of. Unfortunately at the end of the day, they alone are allowed to have final say over who they do and do not offer their services to - they are not obligated to offer you anything, regardless of if you meet their T&Cs or not. Either wait and try again in 6 months or so, or perhaps consider their regular current account - or take your custom elsewhere.

PhilJL

I applied to switch and received a letter asking me to provide income details to a local branch. As I am undergoing chemo at the moment and must avoid public contact, I was advised by their telephone helpline that my wife could present on my behalf. She went today to the Shirley Branch in Birmingham, armed with the information, my ID and a covering letter from me. The person reviewing the information said "why is he applying for a new account if he is so ill? My wife walked out, extremely upset.
Wonderful customer service! I will happily forgo my £175 bonus to avoid dealing with this bank - ever.

Katiehound

PhilJL wrote: »

I applied to switch and received a letter asking me to provide income details to a local branch. As I am undergoing chemo at the moment and must avoid public contact, I was advised by their telephone helpline that my wife could present on my behalf. She went today to the Shirley Branch in Birmingham, armed with the information, my ID and a covering letter from me. The person reviewing the information said "why is he applying for a new account if he is so ill? My wife walked out, extremely upset.
Wonderful customer service! I will happily forgo my £175 bonus to avoid dealing with this bank - ever.

Sorry to hear your medical news- but hopefully there is a recovery in the pipeline..

in this particular instance I would be making a complaint about the very upsetting comments made by the staff at that particular branch, that's not what anyone wants, existing or potential customer. Sounds like some staff training is required. Maybe talk to the helpline....
I would assume it was just the attitude of just one member of staff not the policy of the bank per se......

colsten

PhilJL wrote: »

I applied to switch and received a letter asking me to provide income details to a local branch. As I am undergoing chemo at the moment and must avoid public contact, I was advised by their telephone helpline that my wife could present on my behalf. She went today to the Shirley Branch in Birmingham, armed with the information, my ID and a covering letter from me. The person reviewing the information said "why is he applying for a new account if he is so ill? My wife walked out, extremely upset.
Wonderful customer service! I will happily forgo my £175 bonus to avoid dealing with this bank - ever.

This sounds pretty appalling and unacceptable. I would be so incensed that I would complain straight away to the office of the UK CEO of HSBC UK, Mr. Antonio Simoes, if I were you. Email antonio.simoes at hsbc.com.

Good luck not just with your complaint but mainly with your chemo