Get In Touch With Us | Contact

Need to get in touch?

Find out the best way to contact us depending on your needs.

Telephone
Complaints
Online
Post
Visit us
Social media

Telephone

Personal banking telephone numbers
Service	Telephone number	Customer Service Representative	Automated Banking service
Premier Banking Services	+356 2148 9100	24 hours a day, 7 days a week	24 hours a day, 7 days a week
Advance Banking Services	+356 2148 9101	08:00 - 18:00 excluding Sundays and public holidays	24 hours a day, 7 days a week
Retail Banking Services	+356 2380 2380	08:00 - 16:00 excluding Sundays and public holidays	24 hours a day, 7 days a week
Lost or stolen card/Fraud enquiries	+356 2148 3809	24 hours a day, 7 days a week	24 hours a day, 7 days a week
Fusion Banking Services	+356 2380 2389	08:00 - 16:00 excluding Sundays and public holidays	24 hours a day, 7 days a week

Personal banking telephone numbers
Service	Premier Banking Services
Telephone number	+356 2148 9100
Customer Service Representative	24 hours a day, 7 days a week
Automated Banking service	24 hours a day, 7 days a week

Service	Advance Banking Services
Telephone number	+356 2148 9101
Customer Service Representative	08:00 - 18:00 excluding Sundays and public holidays
Automated Banking service	24 hours a day, 7 days a week

Service	Retail Banking Services
Telephone number	+356 2380 2380
Customer Service Representative	08:00 - 16:00 excluding Sundays and public holidays
Automated Banking service	24 hours a day, 7 days a week

Service	Lost or stolen card/Fraud enquiries
Telephone number	+356 2148 3809
Customer Service Representative	24 hours a day, 7 days a week
Automated Banking service	24 hours a day, 7 days a week

Service	Fusion Banking Services
Telephone number	+356 2380 2389
Customer Service Representative	08:00 - 16:00 excluding Sundays and public holidays
Automated Banking service	24 hours a day, 7 days a week

Complaints

At HSBC we are committed to providing you with a first-class service and effectively delivering the products and services you need. Even with the best of intentions, we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible. We'll investigate the situation and where necessary, set about putting things right as quickly as possible. We may also take steps to avoid similar problems happening in the future. Your views are important to us and your feedback is key to improving the products and services we offer.

We take customer service very seriously, and as such we have a complaint handling procedure in place.

We shall issue an acknowledgment for any complaint received from you within 48 hours. We will aim to provide you with a reply as soon as the relevant facts of the complaint have been investigated, within 10 working days from when the complaint is received. We will then provide you with a definitive reply as soon as the relevant facts of the complaint have been investigated.

Submitting a complaint

If you're an existing customer and use our online banking then the quickest and most secure way to submit a complaint is to:

Log on to online banking.
Select 'Help and support'.
Select 'Secure messages' which is located under the 'Contact us' list from the menu at the top of the screen.
Use the 'Send us a message' button.

Complaints can be submitted in both the English & Maltese language.

If you don't have online banking, use this form to submit a complaint. You'll need to complete all of the fields in the form, including selecting a preferred branch, as this field is mandatory. However, we'll only arrange a branch appointment if necessary. Alternatively, you can call us on +356 2380 2380.

Please note that if your complaint is account specific, or contains personal confidential information, you are kindly requested to contact us on +356 2380 2380.

If you then feel that your concern has not been dealt with to your complete satisfaction, you may also direct your complaint by writing to the Arbiter of Financial Services at the below address:

Office of the Arbiter for Financial Services

N/S in Regional Road

Msida MSD1920

Malta

Or by visiting the Arbiter for Financial Services site

Complaints with the Arbiter for Financial Services' Office should always be made in writing.

Online

Send a message securely via online banking

If you need to include sensitive information about your accounts with us, please do so via online banking Secure Messaging. Click on the button below to log on to online banking and send us a secure message now.

Log on to online banking to send a message

Request an appointment

You'll need to book an appointment to become a vendor.

Request an appointment with a bank official This link will open in a new window

Send us an e-mail

It is extremely important that in your email you do not include any confidential information related to your accounts with us (e.g. account number, balance, etc), where possible use online banking Secure Messaging (see above) to send account related queries.

Send an email

Post

Kindly address your correspondence as follows:

Customer Relations Manager,

HSBC Banking Centre,

80, Mill Street,

Qormi QRM3101

Malta

Visit us

Find a branch

Social media

We'll never ask you to share any personal information on our social media channels, other than that which is needed to enter specific competitions. In the interest of security, please don't post your bank details anywhere on any of our pages.

Another convenient way you can contact us for non-personal questions, is by connecting with us on Messenger.

Chat with us on Messenger

Social media guidelines

The HSBC Bank Malta p.l.c. social media profiles set up via Twitter, Facebook and YouTube or any other social media platform that may be set up in the future, are an interactive space for customer service interactions (the 'Interactive Space'). We'd love to hear from you, so if you have any queries, please send us a tweet or a post on our Facebook page. These Community Rules together with the HSBC Social Media Terms and Conditions ('Terms and Conditions') which can be downloaded from the HSBC Website (www.hsbc.com.mt) shall regulate the use of the Interactive Space and by using the Interactive Space you agree to be bound by the Terms and Conditions and the Rules.

HSBC strongly recommends you to not share any personal data like your name, address, date of birth, bank account number, credit card number etc. on Twitter, Facebook or other social media channels. Sharing any such information will be at your own risk. HSBC will never ask you to post any personal data via social media.

Please do not post content onto the Interactive Space that promotes, suggests or encourages:

gambling or any content related to online casinos, sports books, bingo or poker;
the use of firearms/weapons/ammunition, any illegal drugs, prostitution, pornography,
nudity, profanity or other adult content, violence, or the use of alcohol or tobacco products;
the taking up of arms against any person, government or entity or otherwise challenge or seek to overthrow any government;

Or content that otherwise contains:

obscene, indecent, defamatory, libellous, slanderous and/or unlawful content;
content that infringes upon, or otherwise violates, the rights of any third party, including copyright, trademark, privacy, publicity or other personal or proprietary rights;
content that is deceptive or fraudulent;
hateful, or other discriminatory, disparaging or denigrating content, whether directed at an individual, group, or other site users, and whether based upon race, age, gender, disability, sexual orientation, ethnicity, religion, political orientation, national origin, citizenship, ancestry, marital status, veteran status or mental or physical disability or condition; or content that uses adversarial or confrontational tactics to impact a product, service, industry or organisation.
confidential information that violates any obligation of confidentiality;
any viruses, spyware, malware, or other malicious components that mare designed to harm the functionality of a computer in any way; or
'Spam' advertisements or references to non-HSBC offers, products, services or websites;

You also agree not to:

copy, download or otherwise use any content contained in this website without our permission; or
access any administrator areas or other features of this site without authorisation
individuals breaking any of these rules may have their access to the Interactive Space suspended or terminated

In addition, please note:

We do not use any automation tools to post content. We update and monitor the Interactive Space as follows:

Twitter account from Monday to Friday, 8.00am – 4.00pm.

Facebook from Monday to Saturday, 8.00am – 10.00pm.

We welcome feedback and ideas from all our followers and fans, and endeavour to join the conversation where possible. However, please note that we might not be able to reply to all the posts or tweets that we receive on the Interactive Space and in the event that your tweet or post is not responded to, please do not hesitate to get in touch with us through our regular banking channels.

All tweets and posts as well as replies and comments thereto and direct messages are read by our dedicated staff members and any emerging themes or helpful suggestions are passed on to the relevant people at HSBC.

We do not automatically follow back new followers on Twitter; being followed back does not imply endorsement of any kind by HSBC.

We, reserve the right to remove any content that violates our terms and conditions. We are not legally responsible for any content that may be posted or uploaded by third parties.

Please note that by tweeting or commenting on Facebook, personal data may be stored on Twitter's or Facebook servers. For further information about how we use your personal data, please see our Privacy Policy.

HSBC's Twitter/ Facebook presences cannot discuss personal account details via Direct Messages on Twitter/Facebook. If you have an inquiry requiring the sharing of such information, please contact us at one of the phone numbers listed.

HSBC Bank Malta plc ('HSBC') operates channels, pages, profiles and accounts on some social media sites to inform, assist and engage with customers. Any HSBC presence on social media sites such as Twitter and Facebook, which is operated and controlled by HSBC and in the name of HSBC shall hereinafter be referred to as the "Interactive Space"). Unless stated otherwise, these are intended for Malta customers and designed for use in Malta. We monitor and record comments and posts made on these channels about HSBC so that we can improve our services.

HSBC is not responsible for any information posted on the Interactive Space other than information we have posted ourselves. We do not endorse the social media sites themselves, their products or services, or any information posted on them by third parties or other users. When using this Interactive Space you are also binding yourself to the terms of use and policies of the social media sites used by HSBC Malta (e.g. Twitter, Facebook, YouTube). Additionally by making use of the Interactive Space you are also accepting to be bound by the HSBC Community Rules. When using this Interactive Space you are agreeing that you will not engage in any activities that are contrary to applicable law, regulation or the terms of any agreements you may have with HSBC.

HSBC does not give investment, tax or other professional advice via the Interactive Space. You should always seek independent advice before making such decisions. Staff at our branches or in our call centre can advise you in relation to HSBC products.

When you engage with HSBC via the Interactive Space your personal data may be stored on that social media site's servers, which are outside the control of HSBC and may be in the US or elsewhere outside Malta. For further information about how we use your personal data, please see our Privacy Policy. Any information posted to such sites may be accessed and read by the public. It is not an appropriate forum to discuss customers' products or financial arrangements. HSBC will not ask you to share personal, account or security information via social media sites, but may ask you to email your name, postcode, and house number to hsbcmaltahelp@hsbc.com.

You are permitted to share and comment on content that we post to the Interactive Space, provided that you do not alter it and that you cite us as the source of that content. All content that we post on our social media sites is the copyright of HSBC and any HSBC trademarks, logos or designs are HSBC intellectual property.

HSBC regularly updates and monitors its Interactive Space and any other aspects of its social media accounts and welcomes feedback and ideas submitted via the Interactive Space. HSBC endeavours to join the conversation whenever possible, however we cannot guarantee that we will be in a position to read or reply to all messages (such as Facebook Posts and Twitter Tweets) posted to the Interactive Space. We will work hard to remove any content that is defamatory, offensive or otherwise in breach of HSBC's rules which are displayed on the Interactive Space. However, we are not legally responsible for any content posted by third parties. HSBC cannot guarantee the accuracy of any information on the Interactive Space that was not posted by HSBC.

Emerging themes and helpful suggestions will be passed to the relevant people within HSBC for consideration, but no guarantee is made that any proposals will be acted upon.

Posting to HSBC Interactive Space

The following additional terms apply if you choose to contribute material to the Interactive Space. By using the Interactive Space and submitting a comment, photo, video and /or other materials, you (and your parent/legal guardian, if you are under the legal age of majority in your jurisdiction of residence) agree to be legally bound by these terms and conditions.

Although we are not able to monitor every contribution to the Interactive Space, we reserve the right, in our sole discretion, to edit, remove or otherwise modify any content that does not adhere to these terms and conditions or the respective terms and policies of applicable social media sites. In addition, HSBC will remove any material that it deems to be advertisement, "spam" or junk mail content, including any references to other websites.

We request that you treat other users respectfully. Comments or other material that you submit must not be inappropriate, abusive or otherwise offensive, nor may they contain, depict or involve any of the following:

profanity or otherwise offensive language;
derogatory characterisations of any ethnic, racial, sexual or religious groups;
content that endorses or condones any illegal, inappropriate or risky activity or behaviour;
and/or any other content that is or could be considered inappropriate, unsuitable or offensive.

All as determined by HSBC in its sole discretion.

You must respect intellectual property laws. By posting and/or submitting material to the Interactive Space, you (and your parent/legal guardian if you are under the legal age of majority in your jurisdiction of residence) represent that you have the right to share your submitted content, including but not limited to trade-marks and copyrighted material. Please do not post or submit any third party materials unless you have first obtained consent from the owner of such materials. In this regard you must:

obtain consent from every person who helped you create your posted materials (e.g. photographers, videographers, etc.);
obtain consent from every identifiable person (and his/her parent/legal guardian if he/she is under the legal age of majority in their jurisdiction of residence) who appears in your posted materials (note: if you cannot obtain the appropriate consent for an identifiable individual appearing in your posted materials, then his/her face must be blurred out and/or voice altered so as to be unrecognisable);
you cannot post, submit or otherwise use (in any materials you post) any music, logos, trade-marks or other copyrighted materials (e.g. photographs, pictures, texts, lyrics, etc.) unless you have first obtained consent from the owner of such materials.

In addition to the rights that you grant to the respective social media sites, you (and your parent/legal guardian if you are under the legal age of majority in your jurisdiction of residence) hereby:

Grant to HSBC and its affiliates, in perpetuity, a world-wide, royalty-free, non-exclusive licence to publish, display, reproduce, modify, edit or otherwise use your submitted content (in any format or media); and
Waive all rights in and to your submitted content in favour of HSBC and anyone authorised by it to reproduce or otherwise use the content. This includes the right to use any ideas you submit (including ideas about our products or advertising campaigns) in any manner that we choose, without any obligation to you.

You (and your parent/legal guardian if you are under the legal age of majority in your jurisdiction of residence) hereby agree to release and hold harmless HSBC, its affiliated companies and each of their respective agents, employees, directors, successors and assigns from and against any and all claims based on the materials you post and/or submit, including (but not limited to) claims based on publicity rights, defamation, invasion of privacy, copyright infringement, trade-mark infringement or any other intellectual property related cause of action.