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PARTICIPANT IN THE FINANCIAL SERVICES INDUSTRY
FINANCIAL ADVISORY AND INTERMEDIARY SERVICES ACT
NO 37 OF 2002
PREPARED IN ACCORDANCE WITH THE PRINCIPLES SET OUT IN THE CODE OF CONDUCT
HSBC BANK plc – JOHANNESBURG BRANCH
HSBC SECURITIES (SOUTH AFRICA) (PTY) LTD

Financial Advisory and Intermediary Services Act (“FAIS”)
FAIS is aimed at protecting consumers by ensuring that the rendering of intermediary services;
And/or the giving of advice in relation to a financial product is done in a competent
and transparent manner;
Consumers of financial products have the right to complain about any inappropriate advice or services rendered.
As an Authorised Financial Services Provider registered with the Financial Services Board, the HSBC offices are required in terms of FAIS to have a Consumer Complaints Procedure in place to deal with complaints.

CONSUMER COMPLAINTS PROCEDURE

Who may lodge the complaint?

The complaint may be lodged by you as a client, a nominated beneficiary or a lawful successor.

What constitutes a complaint? A complaint may be lodged by you against HSBC or any of its representatives if you have:

Been treated unfairly;
Suffered prejudice or damages as a result of HSBC or its representative failing to comply with the provisions of FAIS; or
Suffered prejudice or damages as a result of the wilful or negligent financial service rendered by HSBC or its representative.
How to lodge the complaint
Submit your complaint in writing to:

Client Feedback
HSBC Bank plc – Johannesburg Branch
1 Mutual Place
107 Rivonia Road
Sandton, Johannesburg
2196
South Africa
Telephone: +27 (0) 11 676 4200

E-mail: clientfeedback@za.hsbc.com

Receipt of the complaint
Once you have lodged your complaint we will:

Acknowledge receipt of the complaint in writing;
Investigate the complaint in a timely and fair manner;
Respond to you with the outcome of our investigation

Get in touch

Contact us

HSBC regrets to inform that it does not offer personal banking services in South Africa, which also means that it cannot provide any assistance to personal banking customers of overseas HSBC entities.

+27 (0)11 676 4200