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Claims by savers

Our commitments when dealing with your claims

HSBC Epargne Entreprise puts the know-how and expertise of the whole Group at your service.

We always aim to give you the best possible service, but it may happen that service falls short of your expectations.

To help improve our quality of service, we invite you to take advantage of our complaints system, which we explain below.

For every complaint received we are committed to:

  • give it the necessary attention,
  • formally acknowledge receipt,
  • give regular updates on the progress of the complaint,
  • give a personal response within a defined time limit,
  • implement the solution arrived at to your satisfaction,
  • provide an appeals system if you are unhappy with the response.

Every complaint is an opportunity for HSBC Epargne Entreprise to improve our quality of service.

Contacts:

The Information and Assistance service for HSBC Epargne Entreprise employees

The Information and Assistance service for HSBC Epargne Entreprise employees is the first point of contact for making a complaint.

You can reach them by:

Post
HSBC Épargne Entreprise (France)
Service Information et Assistance aux Salariés
TSA 20001
93736 BOBIGNY Cedex 09
Telephone
09 69 320 402 from 8.30am to 7pm from Monday to Friday
Via the online form
From your secure space at www.epargne-salariale-retraite.hsbc.fr/en/epargnants, access the form from the Contact Us section/via the online form. In My Request, select the topic “Complaints”.
From your mobile application, access the form from the Help Centre / Contacts / By E-mail section and select the topic “Claim”.

Our commitments

  • to acknowledge receipt of your complaint usually within 5 business days and always within 10 working business days.
  • to keep you updated on the progress of any complaint that takes more than 20 business days to resolve.
  • even for those special cases that require in-depth investigation, the response time cannot exceed 2 months.

HSBC Epargne Entreprise General Management

You can report your dissatisfaction to the General Management of HSBC Epargne Entreprise, by mail:

HSBC Epargne Entreprise (France)
Direction Générale
38 avenue Kléber - 75116 PARIS

Our commitments

  • to reply or acknowledge receipt of your complaint usually within 5 working business days and always within 10 business days.
  • to keep you updated on the progress of any complaint that takes more than 20 business days to resolve.
  • even for those special cases that require in-depth investigation, the response time cannot exceed 2 months.

Consumer ombudsman at Epargne Entreprise1

You can contact, free of charge, the consumer ombudsman at HSBC Epargne Entreprise two months after sending your first written complaint (see Ombudsman's charter (90KB, PDF)).

By post:
 Médiateur de la consommation auprès d’HSBC Epargne Entreprise
HSBC Continental Europe
38 avenue Kléber - 75116 PARIS
Online : mediateur.hsbc.fr

Our commitment:

  • to implement the recommendations of the Ombudsman to improve your satisfaction and our service quality.

For issues regarding investment services and the marketing of financing instruments, you can address all or part of your claim to either the consumer ombudsman at HSBC Epargne Entreprise or the Ombudsman of the Autorité des Marchés Financiers (AMF)2:

By post:
The AMF Ombudsman
17 Place de la Bourse
75082 Paris Cedex 02
Online: https://www.amf-france.org/en/amf-ombudsman

You can also take legal action.

  1. For natural persons not acting in a professional capacity...
  2. As soon as you contact one of the two ombudsman, you cannot, under article L.612- 2 of the Consumer Code, apply to the other ombudsman

Other channels of recourse can be used, such as AMF mediation for issues concerning investment services and the marketing of financial instruments (The AMF Ombudsman, 17 place de la Bourse, 75082 Paris Cedex 02, www.amf-france.org, ombudsman).

Complaints handling charter

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