Contact Us

We value your feedback.

We value your feedback, your concerns or suggestions are important to us.

At HSBC we are committed to provide you with our best service and effectively deliver the products and services you need. Your comments and suggestions are important to help us improve the quality of products and services that we offer to you. If for any reason you are not satisfied with our service, you may submit your feedback to us through below channels.

You may give your feedback to our Customer Service Representative by contacting our Contact Centre1 services on the following phone numbers.

Scroll to the right if table is not fully displayed
Banking Services Contact Number Operational Hours
HSBC Premier Customer 1500 700 (accessible from all cities within Indonesia)
(6221) 2551 4722 (accessible from overseas) 		24 Hours
HSBC Advance Customer 1500 808 (accessible from all cities within Indonesia)
(6221) 2551 6603 (accessible from overseas) 		24 Hours
HSBC Fusion Customer 1500 501 (accessible from all cities within Indonesia) Monday - Friday
09:00 - 17:00 WIB (except public holidays)
Scroll to the right if table is not fully displayed
Credit Card Services Contact Number Operational Hours
HSBC Premier Credit Card Customer 1500 700 (accessible from all cities within Indonesia)
(6221) 2551 4722 (accessible from overseas) 		24 Hours
HSBC Signature / Platinum / Cashback Credit Card Customer 1500 808 (accessible from all cities within Indonesia)
(6221) 2551 6603 (accessible from overseas) 		24 Hours
Other HSBC Credit Cards Customer 1500 808 (accessible from all cities within Indonesia)
(6221) 2551 6603 (accessible from overseas) 		7:00 - 21:00 WIB
(Emergency services operates 24 hours)
Scroll to the right if table is not fully displayed
Personal Loan Services Contact Number Operational Hours
HSBC Personal Loan customer 1500 808 (accessible from all cities within Indonesia)
(6221) 2551 6603 (accessible from overseas) 		7:00 - 21:00 WIB
(Emergency services operates 24 hours)
1
To help us continue to improve our services and in the interest of security, we may monitor and record your telephone call with us.

To check the nearest HSBC Branch from your location, please click here.

Please click here to submit your feedback and suggestion.

You can also give your appreciation/compliment by click here if you have a pleasant and memorable experience with our products and services.

Please note that for security reason, we cannot reveal details of banking account/credit card information and/or execute instruction(s) pertaining to banking account/credit card through the above unsecured channel.

Contact us on Instagram

We're always looking for ways to provide the best customer service. Now you can conveniently find us on Instagram. Available to current PT Bank HSBC Indonesia ("HSBC") customers and non HSBC customers, its purpose is to provide an additional channel for you to contact us for any query resolution. Currently, on Instagram we only support query resolution through comment on comment box that could be found on each content in our Instagram account @hsbc_id. We will respond to your HSBC related banking queries from 9am to 5pm, Monday to Friday excluding public holidays.

Please don't share any personal account information or passwords directly on our Instagram account @hsbc_id. For account related queries and instructions, please visit us at www.hsbc.co.id or call us on 1500 808 or click here for other numbers. To maintain security and confidentiality of your account, we will not respond to or act on any account related queries and instructions received through Instagram account @hsbc_id.

Find us on @hsbc_id

Operational hours: Mon - Fri: 9:00 AM - 5:00 PM excluding public holidays.

Social Media Community Rules | Terms & Conditions | Terms of Use
Contact us on X

We're always looking for ways to provide the best customer service, which is why we've created a new interactive customer service X profile. Available to current customers and non PT Bank HSBC Indonesia ("HSBC") customers, its purpose is to provide an additional channel for you to contact us for any query resolution. Currently, on X we only support query resolution through post with mentioning @HSBC_ID. We will respond to your HSBC related banking queries from 9am to 5pm, Monday to Friday excluding public holidays. So if there's something you need to know, please send us a post and mention @HSBC_ID.

Please don't share any personal account information or passwords directly on our X page. For account related queries and instructions, please visit us at www.hsbc.co.id or call us on 1500 808 or click here for other numbers. To maintain security and confidentiality of your account, we will not respond to or act on any account related queries and instructions received through this X profile.

Share your post to us @HSBC_ID

Operational hours: Mon - Fri: 9:00 AM - 5:00 PM excluding public holidays.

Social Media Community Rules | Terms & Conditions | Terms of Use
Contact us on Facebook

We're always looking for ways to provide the best customer service. Beside providing interactive customer service on @HSBC_ID X page, now you can conveniently find us on HSBC Indonesia Facebook Fan Page. Available to current PT Bank HSBC Indonesia ("HSBC") customers and non HSBC customers, its purpose is to provide an additional channel for you to contact us for any query resolution. Currently, on Facebook we only support query resolution through comment on comment box that could be found on each content in our Facebook Fan Page. We will respond to your HSBC related banking queries from 9am to 5pm, Monday to Friday excluding public holidays.

Please don't share any personal account information or passwords directly on our Facebook Fan Page. For account related queries and instructions, please visit us at www.hsbc.co.id or call us on 1500 808 or click here for other numbers. To maintain security and confidentiality of your account, we will not respond to or act on any account related queries and instructions received through this Facebook Fan Page.

Find us on Facebook Fan Page HSBC Indonesia.

Operational hours: Mon - Fri: 9:00 AM - 5:00 PM excluding public holidays.

Social Media Community Rules | Terms & Conditions | Terms of Use

Find out more about HSBC Indonesia Whatsapp official account instant messaging service click here.

Definition

Complaint is an expression of customer dissatisfaction, either verbally or in writing, arising from material loss or potential loss directly experienced by the customer due to an agreement or financial transaction document that is not fulfilled.

Parties who can raise complaints:
  • Customer, every person who owns and/or utilizes products and/or services provided by the Bank.
  • Customer's representative, who acts for and on behalf of the customer based on a special power of attorney from the customer.

Services on customer complaints are free of charge.

Complaint channel options

You could raise a complaint through several channel options:

  • Your preferred HSBC branch
  • Make a call to HSBC Indonesia Contact Centre
  • Internet banking message/website/letter
  • HSBC Indonesia social media:
How to raise a complaint
  1. Submission of Verbal Complaints Through Contact Center

    The Bank will follow up on verbal complaints from the customer within 5 working days. If further investigation is required and/or supporting documents are needed, the Bank will ask the customer to submit a complaint in writing. The Bank will verify the information and completeness of the documents submitted by the customer.

  2. Submission of Written Complaints Through Branch, Internet Banking Message, Website, Surat, Social Media

    Settlement of written complaints by the Bank is carried out within 10 working days and can be extended up to another 10 working days if certain conditions are met.

    The specific conditions referred to are, if there is a communication barrier between the branch office that receives the complaint and the branch office where the problem complained about occurred, special research is needed on the complaint document, or other external factors.

    The customer will be informed by the Bank if an extension of the complaint settlement time is required before the settlement deadline expires.

Supporting document requirements | Complaint receipt

Complaint rejection

Your complaint might be rejected if one or more of the following conditions apply:

  1. The document requirements are not completed by the customer or customer representative within the specified time frame.
  2. Previous complaints have been resolved by the Bank in accordance with OJK regulations.
  3. Not related to material, reasonable, and direct losses and/or potential losses as stated in the agreement and/or financial transaction documents.
  4. Not related to the utilization of products and/or services issued by the Bank (except the utilization of products and/or services issued based on the Bank's cooperation with other Financial Service Providers).
  5. The complaints that are in process or have been decided by a civil judicial institution.
Dispute

If the customer and/or customer's representative rejects the Bank's complaint response, the Bank will provide information regarding the customer's options for settlement through court or out of court.

The following facilities can be used by the customer to submit further requests of information or dispute: