HSBC and the new FOS complaints procedure

[ScarletPimpernel]

I have just sent a SAR to HSBC so that I can reclaim charges.

 

No doubt coincidentally, a couple of days after my visit to a branch for various bits of information, I received a peremptory letter from my branch to the effect that they were unable to contact me by telephone, and would I therefore contact them. A couple of days later I am handed a letter addressed to 'The Occupier', in which HSBC say that they understood that the Scarlet Pimpernel lives at Blakeney Hall, but they 'now believe that this information is incorrect'; they ask whoever gets the letter to contact them. So I rang, and an offshore call centre said that it was to do with an HSBC credit card. I told them I don't have one, and they insisted that not only must I have one, they won't talk to me unless I give them the number and expiry date (of the card I don't have...). Requests to speak to a manager were ignored. So, I rang the complaints department, and was told that someone would contact me.

 

They haven't, so a week later I have phoned them to check progress. I expressed surprise that HSBC have not acknowledged my complaint in writing by the end of the next working day, as required by the new FOS rules, which are backed by the CCA 2006.

 

They told me that their policy was to try to respond within 5 working days; my assertion that legislation has precedence was met with evasion worthy of a New Labour politician. No, they weren't prepared to answer my question; no, I couldn't speak to anyone else in that department; no, they wouldn't give me the number of any department in HSBC that deals with compliance; no, they wouldn't give me the number of head office - I could look it up on the internet!

 

So, I rang their legal department, explained my concerns, and within 10 minutes a senior customer services manager called me back. She was completely unaware of the CCA 2006 and the FOS scheme.

 

They're going to call me back tomorrow...

[Castlebest]

Scarlet, I would confirm it all back to them in writing, including details (times etc as far as possible) of telephone calls. That could prove useful to you in the future.

pete