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 a full response.
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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.
We will always try to resolve your concerns there and then. If this is not possible, we will fully investigate all the issues you have raised and aim to resolve them as quickly as we can, by speaking with you or writing to you. Sometimes it may take a little longer to resolve matters – if this is the case, we will keep you updated on our progress throughout.
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 lodging your complaint / 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 team by emailing firstname.lastname@example.org
A Customer Experience representative will contact you within two working days following receipt of your correspondence.
Customer not satisfied with the Bank's Response
In the event you are not satisfied with our final response or if you do not receive a reply from the Bank's Customer Complaints Officer within 4 weeks, you have the right to refer the case to the Central Bank of Egypt (CBE) by:
Directly visiting CBE premises (54 Elgomhorya Street 11511, Cairo, Egypt) or through their hotline 16777. You can also refer to the CBE's website http://www.cbe.org.eg