HSBC and ways to complain online - are they chopping customers' hands?

WillPS

masonic said:

WillPS said:

Olinda99 said:

write a letter

if they don't respond within 8 (?) weeks you can go.to the ombudsman

While I agree this works, it is completely unacceptable in 2024 that this is the only cast iron way to ensure a complaint is opened.

It isn't. Any communication that is received and expresses a dissatisfaction, especially one using the term complaint, can be referred to the Ombudsman if it isn't addressed satisfactorily. Don't let any financial institution redefine 'complaint'.

I agree completely with your sentiment, but unfortunately the reality is that a letter in the post headed complaint will always result in a complaint being opened, in my experience. I welcome others who have a differing experience.

We know collectively that any other medium is liable to "interpretation", even when a complaint has been specifically requested.

I don't understand why banks are not forced to accept an email or at least provide an online method for complaint submission which doesn't involve talking to someone.

Having wasted too much of my life repeating myself over chat I'll be sending letters in future. 

masonic

WillPS said:

masonic said:

WillPS said:

Olinda99 said:

write a letter

if they don't respond within 8 (?) weeks you can go.to the ombudsman

While I agree this works, it is completely unacceptable in 2024 that this is the only cast iron way to ensure a complaint is opened.

It isn't. Any communication that is received and expresses a dissatisfaction, especially one using the term complaint, can be referred to the Ombudsman if it isn't addressed satisfactorily. Don't let any financial institution redefine 'complaint'.

I agree completely with your sentiment, but unfortunately the reality is that a letter in the post headed complaint will always result in a complaint being opened, in my experience. I welcome others who have a differing experience.

We know collectively that any other medium is liable to "interpretation", even when a complaint has been specifically requested.

I don't understand why banks are not forced to accept an email or at least provide an online method for complaint submission which doesn't involve talking to someone.

Having wasted too much of my life repeating myself over chat I'll be sending letters in future. 

It really depends on whether your objective is to have the complaint heard by the bank, or simply to have your complaint heard. Evidence that a complaint has been made can be taken to the FOS and used to access their services, with the firm paying the ~£650 cost of using the service. In some instances it may be preferable to just let to complaint go ignored for 8 weeks, such as when a firm wilfully ignores or frustrates the process. Then it will cost them a lot more than if they simply engaged with it in the first instance.

The FOS can also be contacted if you are having difficulty raising a complaint. They will deliver it to the firm and instruct them to contact you about it. But it isn't necessary to go down that route if you'd prefer to give the firm a chance and then escalate to FOS.

WillPS

masonic said:

WillPS said:

masonic said:

WillPS said:

Olinda99 said:

write a letter

if they don't respond within 8 (?) weeks you can go.to the ombudsman

While I agree this works, it is completely unacceptable in 2024 that this is the only cast iron way to ensure a complaint is opened.

It isn't. Any communication that is received and expresses a dissatisfaction, especially one using the term complaint, can be referred to the Ombudsman if it isn't addressed satisfactorily. Don't let any financial institution redefine 'complaint'.

I agree completely with your sentiment, but unfortunately the reality is that a letter in the post headed complaint will always result in a complaint being opened, in my experience. I welcome others who have a differing experience.

We know collectively that any other medium is liable to "interpretation", even when a complaint has been specifically requested.

I don't understand why banks are not forced to accept an email or at least provide an online method for complaint submission which doesn't involve talking to someone.

Having wasted too much of my life repeating myself over chat I'll be sending letters in future. 

It really depends on whether your objective is to have the complaint heard by the bank, or simply to have your complaint heard. Evidence that a complaint has been made can be taken to the FOS and used to access their services, with the firm paying the ~£650 cost of using the service. In some instances it may be preferable to just let to complaint go ignored for 8 weeks, such as when a firm wilfully ignores or frustrates the process. Then it will cost them a lot more than if they simply engaged with it in the first instance.

The FOS can also be contacted if you are having difficulty raising a complaint. They will deliver it to the firm and instruct them to contact you about it. But it isn't necessary to go down that route if you'd prefer to give the firm a chance and then escalate to FOS.

That's fair, although it's far from ideal having to diarise to contact the FOS (knowing full well that is what will happen) and the process of proving a complaint was lodged isn't trivial - Barclays' app prevents you from taking screenshots, so I've had to go down the SAR route to get transcripts previously.

Again, this is all way more complicated than it needs to be - a very simple webform which immediately generates a complaint reference number would be entirely sufficient.

masonic

Agree, but I don't think there is a more effective way to 'encourage' firms to take complaints seriously than making it cost them not to. Taking a picture from another device is a method I've used where a screenshot wasn't possible.

gt94sss2

Emily_Joy said:

Apologies to OP for bursting into their thread. I am quite happy with HSBC so far, but there is a little issue: I would like to setup a DD to pay my HSBC CC, from non-HSBC account. Their process to do that is to fill a paper form and post it. 

You can also fill in and submit the form to set up the direct debit online rather than posting the form to them.

See  https://www.hsbc.co.uk/help/card-support/credit-card-repayment-options/

Emily_Joy

gt94sss2 said:

Emily_Joy said:

Apologies to OP for bursting into their thread. I am quite happy with HSBC so far, but there is a little issue: I would like to setup a DD to pay my HSBC CC, from non-HSBC account. Their process to do that is to fill a paper form and post it. 

You can also fill in and submit the form to set up the direct debit online rather than posting the form to them.
See  https://www.hsbc.co.uk/help/card-support/credit-card-repayment-options/

Thanks a million. I think it appeared only recently. I have been told over the phone and in the branch several times that they need a paper form for this.

Ulrich

Emily_Joy said:

gt94sss2 said:

Emily_Joy said:

Apologies to OP for bursting into their thread. I am quite happy with HSBC so far, but there is a little issue: I would like to setup a DD to pay my HSBC CC, from non-HSBC account. Their process to do that is to fill a paper form and post it. 

You can also fill in and submit the form to set up the direct debit online rather than posting the form to them.
See  https://www.hsbc.co.uk/help/card-support/credit-card-repayment-options/

Thanks a million. I think it appeared only recently. I have been told over the phone and in the branch several times that they need a paper form for this.

Have you tried to call HSBC and explain the situation emphasising they've already failed twice?
That's if you want it to be resolved soon.
If there's no rush, perhaps it'd make more sense to raise a formal complaint and ask them to sort that out ASAP and compensate you for your time.
Just imho.

Emily_Joy

Ulrich said:

Emily_Joy said:

gt94sss2 said:

Emily_Joy said:

Apologies to OP for bursting into their thread. I am quite happy with HSBC so far, but there is a little issue: I would like to setup a DD to pay my HSBC CC, from non-HSBC account. Their process to do that is to fill a paper form and post it. 

You can also fill in and submit the form to set up the direct debit online rather than posting the form to them.
See  https://www.hsbc.co.uk/help/card-support/credit-card-repayment-options/

Thanks a million. I think it appeared only recently. I have been told over the phone and in the branch several times that they need a paper form for this.

Have you tried to call HSBC and explain the situation emphasising they've already failed twice?
That's if you want it to be resolved soon.
If there's no rush, perhaps it'd make more sense to raise a formal complaint and ask them to sort that out ASAP and compensate you for your time.
Just imho.

I have filled the online form, because I can do that today at my leisure. If this has no effect, I will go via complain route as I am a bit annoyed.

Ulrich

Emily_Joy said:

Ulrich said:

Emily_Joy said:

gt94sss2 said:

Emily_Joy said:

Apologies to OP for bursting into their thread. I am quite happy with HSBC so far, but there is a little issue: I would like to setup a DD to pay my HSBC CC, from non-HSBC account. Their process to do that is to fill a paper form and post it. 

You can also fill in and submit the form to set up the direct debit online rather than posting the form to them.
See  https://www.hsbc.co.uk/help/card-support/credit-card-repayment-options/

Thanks a million. I think it appeared only recently. I have been told over the phone and in the branch several times that they need a paper form for this.

Have you tried to call HSBC and explain the situation emphasising they've already failed twice?
That's if you want it to be resolved soon.
If there's no rush, perhaps it'd make more sense to raise a formal complaint and ask them to sort that out ASAP and compensate you for your time.
Just imho.

I have filled the online form, because I can do that today at my leisure. If this has no effect, I will go via complain route as I am a bit annoyed.

yes, similar story here.
use Resolver to raise your complaint

Emily_Joy

Ulrich said:

Emily_Joy said:

Ulrich said:

Emily_Joy said:

gt94sss2 said:

Emily_Joy said:

Apologies to OP for bursting into their thread. I am quite happy with HSBC so far, but there is a little issue: I would like to setup a DD to pay my HSBC CC, from non-HSBC account. Their process to do that is to fill a paper form and post it. 

You can also fill in and submit the form to set up the direct debit online rather than posting the form to them.
See  https://www.hsbc.co.uk/help/card-support/credit-card-repayment-options/

Thanks a million. I think it appeared only recently. I have been told over the phone and in the branch several times that they need a paper form for this.

Have you tried to call HSBC and explain the situation emphasising they've already failed twice?
That's if you want it to be resolved soon.
If there's no rush, perhaps it'd make more sense to raise a formal complaint and ask them to sort that out ASAP and compensate you for your time.
Just imho.

I have filled the online form, because I can do that today at my leisure. If this has no effect, I will go via complain route as I am a bit annoyed.

yes, similar story here.
use Resolver to raise your complaint

Update: online form worked as it should, DD has now been set up!