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Have you ever taken out a loan or credit card with HSBC?

If you have taken out loans or credit cards with HSBC and have a concern about how your PPI policy was sold, would like to make a complaint, claim about a Payment Protection Insurance (PPI) policy you bought from HSBC Bank or check if PPI was added you may be entitled to:

  • A full refund of premiums paid from HSBC
  • A full refund of any interest charged
  • Statutory compensation interest at 8% per annum on the above sums

We are committed to making the complaints process as straightforward and simple as possible and we are here to help to try and ensure that this happens. We can assist you to register your PPI complaint, and take care of the entire process should you wish to make a complaint about the way in which your PPI policy was sold.


There are many reasons why you may be eligible to claim mis-sold PPI from HSBC. PPI was widely mis sold to customers either at the point of sale or at some point thereafter. All the benefits would have been explained but eligibility or appropriateness would often not have been determined. Here is a list of the most common situations when PPI could have been mis sold:

  • You may have been told that the loan or credit card would only be approved if you took out PPI alongside the loan or credit card.
  • You may have refused to take out PPI but it was added to the credit card or loan anyway.
  • You may not have even been informed that PPI had been added to the credit card/loan.
  • You were not informed that the salesperson would receive commission for selling the PPI.
  • The terms and conditions, particularly exclusions, were not explained to you.
  • You were not ineligible for the cover because you: was unemployed, in part time employment, a full time student, suffering from a pre-existing medical condition, or was of a retirement age.
  • You were not offered the option of a monthly premium policy.
  • You were told that PPI was compulsory.
  • You were not asked about your medical history when sold PPI.
  • You were not asked about any existing cover that you may have already had in place.
  • You were a public sector worker who was entitled to full sick pay from your employer e.g. a police officer or a nurse etc.
  • You had a joint account but the PPI only covered one of you.
  • You were sent a credit card in the post and told to call up to “activate” the card and PPI was offered and sold to you when you called to activate the card.

HSBC is one of the ‘Big Four’ banks in the UK and is one of the largest financial services and banking organisations in the world. HSBC is owned by parent company HSBC Holdings PLC.

HSBC and Midland Bank: in 1992 HSBC’s parent company HSBC Holdings PLC became the owners of the former Midland Bank which at the time was one of the largest and most successful banks in the UK. In 1999 Midland Bank was renamed HSBC Bank.

Companies owned or associated with HSBC Bank:

First Direct is owned by HSBC and is a online and telephone based bank.
HFC Bank is owned by HSBC and is a sub-prime consumer lender (HFC Bank was fined £1,085,000 in 2008 by the Financial Services Authority for failing to take reasonable care in their sale of Payment Protection Insurance to customers).
Marks & Spencer Financial Services plc (trading as M&S Bank), -HSBC acquired and took over Marks and Spencer Bank in 2004.

The John Lewis Partnership card is issued and managed by John Lewis Financial Services Limited. John Lewis Financial Services Limited is a subsidiary of HSBC Bank. The Partnership card agreement with HSBC has been in place since 2003.

The following information tells you what you need to do to register your claim.

Contact us by either filling out our PPI enquiry form on this page or by email at
We will need to discuss the details of your PPI enquiry with you briefly to establish if you may be eligible for a HSBC PPI refund and answer any questions that you may have.

Once we have spoken with you if we feel you may be eligible for our service we can then post you out a Letter of Authority which enables us to run a Free PPI check or start a mis-sold PPI claim on your behalf.

Before we can begin to run a Free PPI check or start a mis-sold PPI claim on your behalf we will need you to post back to us your signed Letter of Authority in the freepost envelope that we provide to all clients

Once we receive your signed Letter of Authority we can then proceed to check with your chosen lenders to see if any PPI was sold on any of your finances and contact you with the results. The lenders have a maximum of 40 days (8 weeks) to reply to us but in general they normally respond much quicker and a wait of around 2 to 3 weeks is common. We would ask you to stay patient and await the results as the lender will be having a thorough check of their systems to locate any PPI before reporting back to us.

We will conduct a full investigation and review of how PPI was sold to you using all the information available. It is at this stage that we will proceed with any mis-sold PPI claims where we think that you may be eligible to receive mis-sold PPI compensation.

On receipt of a mis-sold PPI claim, HSBC will normally contact us within eight weeks with a reason why a decision has been delayed or to explain their final decision in detail and if appropriate, make an offer of compensation.

If you are due a refund it will be sent out to you within 28 days of the decision.

If HSBC Bank decides that they are not upholding your complaint they will normally issue us with a final response decision letter outlining why they are not upholding your complaint.

We can ask the Financial Ombudsman Service (FOS) to review your claim and you/we will have six months to decide whether do this from the date on the final response from HSBC. Rest assured that in the unfortunate event that your PPI claim is not upheld by HSBC we will happily refer your claim to the Financial Ombudsman Service (FOS) and deal with them on your behalf.

Many PPI Claims Management Companies (CMCs) and law firms will typically charge an upfront fee or take a proportion of any compensation that may be due to you. In order to handle your complaint Claims Management Companies (CMCs) and law firms may charge you a fee, up to 39% + VAT.

Please note: we do not charge any upfront fees or costs whatsoever as our service is carried out on a No-win No-fee service and we charge a very reasonable 20% + VAT at the conclusion of your claim, only if your mis-sold PPI claim is successful.

HFC Bank a subsidiary of HSBC was fined £1,085,000 in 2008 for poor practices when selling PPI to customers.

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