My experience with HSBC was a mixed one, which is why I’m leaving a three-star review.
Last Friday I used the mobile app to pay in a cheque. I assumed I would see it pending the next day, but when I checked on Saturday there was no sign of it. I contacted the in-app chat and spoke with Marwa. Unfortunately the support I received wasn’t very helpful. I was asked to confirm the account (even though it’s the only one I have) and was advised to delete the app and try scanning the cheque again. This didn’t make sense and every attempt to scan the cheque again resulted in an error.
At no point was I told an important detail …that cheques paid in on a Friday may not appear until the end of the next working day midnight. Because I wasn’t given that information, I spent around 90 minutes trying different things and eventually paid the cheque into another HSBC-group account instead.
By Monday the money appeared in my HSBC account, which was confusing. On Tuesday the other deposit appeared and was then reversed because the cheque had been stopped. The whole situation could have been avoided if the correct information had been provided in the first place.
I raised a complaint because the experience was frustrating and clearly something had gone wrong. The complaint handler I later spoke to was excellent, she reviewed the chat transcript and acknowledged that several steps taken during the original support conversation were incorrect. The case was resolved with £75 compensation, which I appreciated.
So while I’m grateful for how the complaint was ultimately handled, the initial chat support clearly needs better training to prevent customers from having the same experience.

Just replying to social media team response, firstly thank you. I think the complaint process will follow through to individuals manager to discuss 1-2-1 and retrain then, so no further help needed, I've every confidence that the process will conclude as it should. Thank you 😊