HSBC ISA transfer unacceptable service

KN2026 · 9 June at 11:06AM

I transferred my ISA to HSBC 9 weeks ago. The money has left my previous account but has never arrived in my HSBC ISA. Despite multiple emails, phone calls and a formal complaint letter, I have had no proper response. The only explanation I receive is that they are “too busy” dealing with ISA transfer requests and have no idea when my money will arrive. I am a pensioner and this is a large portion of my savings, so I am extremely worried and stressed by this situation. I am now posting on X (@HSBC_UK) publicly as I am at a loss as to what to do next. Has anyone else been in this situation and managed to resolve it?

Rich2808 · 9 June at 11:20AM

Sorry to hear this. It is not much comfort but I can assure you that you are not alone in this.

https://www.thisismoney.co.uk/money/saving/article-15848805/HSBC-Isa-transfer-chaos-savers-face-six-week-delays-one-says-20-000-disappeared.html

https://www.telegraph.co.uk/money/investing/isas/hsbc-in-isa-transfer-chaos-long-delays/

9 weeks is longer even than some of the worst cases I have seen so far. I assume your previous provider can confirm the transfer was sent to HSBC in line with their request?

You could try emailing the Mail/this is money (helen.crane@thisismoney.co.uk) with details of your case - especially as you are a pensioner. They might do a follow up story to the one above (as this is clearly ongoing) - and who knows quick your case might get solved when the media gets involved.

Hope it is sorted soon anyway!

Stargunner · 9 June at 2:11PM

https://forums.moneysavingexpert.com/discussion/comment/82028601#Comment_82028601

I am in the same position. I applied for the transfer during the first week of April. I chased them several times and have had confirmation from Saffron BS that they sent HSBC the funds by same day payment on the 8th May. The money has still not been credited to my ISA. I have received £100 compensation after making a formal complaint.