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Make a complaint

If something goes wrong, here's how to let us know.

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.

Don't have a branch or bank adviser?

If you're not attached to a branch, customer adviser or wealth management consultant, you can contact us in one of the following ways.

For savings contracts:

  • Write to: For the attention of Pôle Information & Conseil, HSBC Assurances Vie (France), 38 Avenue Kléber, 75116 Paris
  • Call: +33 1 41 91 80 70 (Monday to Friday, 09:00 to 18:00. Cost of a local call)

For term-life contracts:

  • Write to: Kereis France, CS 20008, 44967 NANTES CEDEX
  • Call: +33 9 69 39 07 35 (Monday to Friday, 09:00 to 18:00. Cost of a local call)


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

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