HSBC UK: most-reported complaints
Automated analysis of 1,069 public Trustpilot reviews published 2025-10-09 to 2026-09-26. TrustScore 4.4 from 29,346 total reviews — see the Trustpilot page. Quick answer: is HSBC UK legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 283 complaints (48% of identified issues) showing a rising trend. Account and app problems are the second most common concern, cited in 205 cases (35% of complaints) with a flat trend. Additionally, 115 reviewers (20% of complaints) state that support is unreachable, also showing a flat trend.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2017-07-28, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-26 and found 129 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: HSBC HOLDINGS PLC (no. 00617987), active, incorporated 1959 (67.7 years); next accounts due 2027-06-30, last accounts filed 2026-05-20. 15 current officers (104 on record historically), 4 resignations in the last 24 months; 94 filings in the last 12 months (7793 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 159 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Alternative to HSBC UK Online Bonus Saver?”, “Revolut to HSBC UK (bank transfer) charged a fee”, “Revolut UK transferred funds to HSBC UK (DEBIT) charged a fee”.
Elsewhere: 4.3★ on Google (900 reviews) · 4.8★ App Store (1,707,890)
TrustScore over time
4.4 → 4.4 across 7 census measurements since 2026-09-07. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-09-07 (96%, 0.0d) · 2026-09-10 (95%, 0.0d) · 2026-09-13 (95%, 0.0d) · 2026-09-16 (96%, 0.0d) · 2026-09-20 (96%, 0.0d) · 2026-09-23 (96%, 0.0d) · 2026-09-26 (96%, 0.0d).
Severity: 25% of this company’s 583 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (707 reviews record both dates).
Measured reply time: across 695 negative reviews that received a public reply, the median wait was 0 days — the company profile reports an average of under a day.
Reply quality: of 695 company replies to negative reviews analysed, 54% engaged with the specific problem and 43% were generic templates.
34% of its 405 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 48% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 10,726 of this company’s 29,346 Trustpilot reviews (37%) were written in the last 12 months.
What are the most common complaints about HSBC UK?
Support unhelpful
283 reports · 48% of complaintsrising since 2026-06“Refusal to allow my wife to invest in a UK listed stock because a certain individual at the bank has decided it's not permitted.”
The company replied on 2026-07-16: “Hi David, we're sorry for the inconvenience and frustration this has caused you and your wife, especially given your long-standing relationship with HSBC and your service with Midland Bank and HSBC.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“rejected two substantial deposits without reason”
The company replied on 2026-07-10: “Hi, I am really sorry about the experience you have had, and I am really keen to get further information and look into this. Could you please email us quoting the reference number #4774482 with your…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I certainly have not heard back from them”
The company replied on 2026-08-14: “Hi, I am very sorry to hear this has happened and understand how worrying and concerning this is for you. So that I am able to support you, we would need to look further into what has happened. Can…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Account/app problems
205 reports · 35% of complaintssteady“Refusal to allow my wife to invest in a UK listed stock because a certain individual at the bank has decided it's not permitted.”
The company replied on 2026-07-16: “Hi David, we're sorry for the inconvenience and frustration this has caused you and your wife, especially given your long-standing relationship with HSBC and your service with Midland Bank and HSBC.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“my debit card got unusable, although its expiry is next year and it has money on it.”
The company replied on 2026-08-28: “Hi there, I'd like to learn more and help take a look into this. Please email me on [email protected], with #4819657 as the subject and your full name and postcode. You can share some more…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I certainly have not heard back from them”
The company replied on 2026-08-14: “Hi, I am very sorry to hear this has happened and understand how worrying and concerning this is for you. So that I am able to support you, we would need to look further into what has happened. Can…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Support unreachable
115 reports · 20% of complaintssteady“Put u on hold for 45-1hour then never come back”
The company replied on 2026-07-27: “Hi Aaron, I am very sorry to hear this has happened and the experience you have had with the fraud team. Could you please email us quoting the reference number #4788293 with your full name and post…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“the person on the phone says to wait while I am transferred, and just hangs up the phone.”
The company replied on 2026-07-22: “Hi Daniel, I'd be happy to help take a look into this, please email me on [email protected], with #4783538 as the subject and your full name and postcode. You can share some more details of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“my debit card got unusable, although its expiry is next year and it has money on it.”
The company replied on 2026-08-28: “Hi there, I'd like to learn more and help take a look into this. Please email me on [email protected], with #4819657 as the subject and your full name and postcode. You can share some more…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Other
65 reports · 11% of complaintssteady“they declined the mortgage entirely even though there was not one iota of change in our assets and income.”
The company replied on 2026-08-27: “Hi Stephen, apologies for all the inconvenience caused. We would really like to look into this for you. Can you please email us on [email protected] with full details of the issue including…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“racial discrimination is serious, and you will be insulted when you withdraw money at the counter.”
The company replied on 2026-09-16: “Hi there, I'm really sorry to hear about your experience at our Glasgow branch, especially the concerns you’ve raised about discrimination and being spoken to in an insulting way. This isn’t the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Allowed fraud x4 times on one account for small amounts”
The company replied on 2026-08-20: “Thank you for your honest review Ash. We are sorry to hear about your recent experience, and that you have made the decision to leave. If you would like to formally register your feedback please get…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
38 reports · 6% of complaintssteady“Put u on hold for 45-1hour then never come back”
The company replied on 2026-07-27: “Hi Aaron, I am very sorry to hear this has happened and the experience you have had with the fraud team. Could you please email us quoting the reference number #4788293 with your full name and post…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“rejected two substantial deposits without reason”
The company replied on 2026-07-10: “Hi, I am really sorry about the experience you have had, and I am really keen to get further information and look into this. Could you please email us quoting the reference number #4774482 with your…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I’m waiting for 50 days more for transferring money”
The company replied on 2026-07-09: “Hi Kenny! 👋 We are currently experiencing a high volume of requests, and have a backlog of ISAs waiting to be opened, which is resulting in longer than usual processing times. Transfers from other…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Overcharging
15 reports · 3% of complaintssteady“After applying it became 17.2% (automated application via their app)”
The company replied on 2026-08-08: “Hi Maurice. I'm Jack, and I'm part of the Social Media Team at HSBC UK. I'm really sorry to hear about your experience, and how incredibly frustrated you are given how much you valued our service in…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Raised a complaint 14th and 23rd August, no response”
The company replied on 2026-08-24: “Hi Sarya, I am very sorry to hear about the experience you have had and service and understand your frustrations with this. As you mentioned you have referred this to the financial ombudsman, you…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“no credit interest is paid, but that debit interest is charged at .1 of a percentage point below 40 percent.”
Compare HSBC UK with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.