Your satisfaction comes first
We do our utmost to offer you a high-quality service. However, if we don't meet your expectations, let us know. Your feedback helps us improve our service standards and ensure that you're fully satisfied.
For each complaint, we shall:
- Give it our fullest attention
- Formally acknowledge that we've received it
- Keep you informed on the progress
- Provide a personal response within a defined period
- Implement the solution in order to meet your expectations
- Offer alternatives if you're not satisfied with the outcome
How to make a complaint
If you have a bank advisor
If you're attached to a branch, customer advisor or wealth management consultant, contact them directly to file your complaint.
If you do not have a bank advisor
If you're not attached to a branch, customer advisor or wealth management consultant, contact us in one of these ways:
- Post: À l'attention du Pôle Information & Conseil, HSBC Assurances Vie (France), 38 Avenue Kléber, 75116 Paris
- Phone: +33 1 41 91 80 70 (only for customers without an advisor)
For written complaints you'll receive acknowledgement of receipt (in writing) within 10 working days from the date it was sent, unless an answer has already been given to you within this period.
We will respond within the deadline, and no longer than two months from the sending of the first written complaint.
Not satisfied with our response?
If you're not satisfied with our response - or you didn't get a reply within two months - you can contact the Insurance Ombudsman free of charge.
There are two ways to contact the Ombudsman:
- Online: go to the Insurance Mediation website
- By post: send your complaint to Médiation de l’Assurance, TSA 50110, 75441 Paris Cedex 09