Compliments, suggestions or complaints

Your comments matter to us

At HSBC, your opinions matter. Should you have any compliments, suggestions or complaints about the service you have received, please use one of the following channels. HSBC Bank Egypt has a complaint/feedback handling process in place, details of which are provided below.

In case we are unable to provide an immediate solution to your complaint / feedback, you will be provided with a Complaint Reference Number, together with the approximate time that will be required for resolution. You will be contacted by the committed date with updates.

Call us at below numbers or visit the nearest HSBC branch.

• CMB Client Service Team: Phone:+202-25291101, Sunday to Thursday from 9:00 AM to 3:00 PM
• Payments & Hsbcnet Support Team: Phone: +202-35355200 (option 1&2), Sunday to Thursday from 8:00 AM to 5:00 PM
• Corporate Credit Cards Support Team: Phone: +202-35355200 (option3), this line operates 24/7
• Trade Support Team: Phone: +202-25291104, Sunday to Thursday from 8:30 AM to 3:00 PM

Write to us:

Click here to send us your compliments, suggestions or complaints

You will receive a notification acknowledging your complaint / feedback and will be contacted within two working days. In the event we are unable to provide an immediate solution to your complaint / feedback, you will be provided with a Complaint Reference Number, together with the approximate time frame required to resolve the matter. You will be contacted by the committed date with a full response.

ESG Contact

If you have any comment or question regarding our environmental, social and corporate governance approach, please send an email to: hbegsustainability@hsbc.com

What happens when you first complain?

HSBC is always keen to do the best to provide you with the highest service in order to meet your expectations. In case of your non satisfaction from our services that is presented to you, kindly raise your concerns first to be resolved through any of our channels mentioned herein above. We will fully investigate and act swiftly towards finalising the matter, while ensuring transparent communication, whether verbally and/or in writing in order to meet the higher standards of satisfaction. Sometimes it may take a little longer– if this is the case, we will ensure keeping you updated with the progress on pro-active basis.

What can you do if you're not satisfied with the response to your complaint?

If you are not satisfied with the response you have received by logging your complaint / feedback through the channels provided above, please reply back in writing, highlighting the non-acceptance reasons within maximum of 15 days of receiving the initial bank’s feedback. Otherwise, it will be deemed as implicit acceptance of the bank’s reply.

Escalation of a complaint

If you are not satisfied with the response you have received by lodging your complaint or feedback through the channels provided above, or if you do not receive a response within the time frame communicated, you may escalate the issue to the Customer Experience/Customer Protection team:

Email: corporatecustomer.experiencehbeg@hsbc.com
Post: Customer Experience/Customer Protection Team, HSBC Bank Egypt S.A.E, 306 Corniche El Nil Street, Maadi, Cairo, Egypt.

Customer not satisfied with the Bank's Final Response?

In the event of not being satisfied with our final response, you have the right to refer your case to the Central Bank of Egypt (CBE) by directly visiting CBE premises (54 Elgomhorya Street 11511, Cairo, Egypt).