Contact us

You may give your feedback to our Customer Service Representative by contacting our Contact Centre.

Call us on 1500 808 (inside Indonesia) or (+6221) 2552 6603 (outside Indonesia).

For specific customers or bank services, contact us on the following phone numbers.

To help us continue to improve our services and in the interest of security, we may monitor and record your telephone call with us.

Find your nearest HSBC Branch.

Send a message to us by logging on to the HSBC Indonesia app.

Submit your feedback and suggestions by completing our online response form.

If you have a pleasant and memorable experience with our products and services you can show your appreciation by completing our online compliment form.

For security reasons we can't reveal banking account or credit card information, or execute banking account and credit card instructions, through the above unsecured channels.

We're always looking for ways to provide the best customer service. We've opened a number of social media channels for current PT Bank HSBC Indonesia ('HSBC') customers and non HSBC customers. The purpose is to provide an additional channel for you to contact us for any query resolution.

Contact us on Instagram

On Instagram we only support query resolution through comment on comment box that can be found on each content in our Instagram account @hsbc_id. We will respond to your HSBC related banking queries from 09:00 to 17:00 Monday to Friday, excluding public holidays.

Find us on @hsbc_id

Operational hours: Monday to Friday, 09:00 to17:00 excluding public holidays.

Contact us on X

Currently on X we only support query resolution through posts mentioning @HSBC_ID. We will respond to your HSBC related banking queries from 09:00 to 17:00 Monday to Friday, excluding public holidays. So if there's something you need to know, please send us a post and mention @HSBC_ID.

Share your posts with us @HSBC_ID

Operational hours: Monday to Friday, 09:00 to17:00 excluding public holidays.

Contact us on Facebook

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 09:00 to17:00, Monday to Friday excluding public holidays.

Find us on Facebook Fan Page HSBC Indonesia.

Operational hours: Monday to Friday, 09:00 to17:00 excluding public holidays.

Please don't share any personal account information or passwords directly on social media platforms. For account related queries and instructions, use our website or call us on 1500 808 or on our other Contact Centre 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 any of these social media platforms.

Find out more about the official HSBC Indonesia WhatsApp instant messaging service.

Customers or their representatives may submit a complaint as 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.

Customers or their representatives can also request information regarding the mechanisms for using products and services provided by the bank, the procedures for submitting complaints, or other necessary information about the product or service.

Parties who can raise complaints:

• Customer: every person who owns or utilises products and 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.

The bank has a consumer protection and customer complaint management function, which will ensure complaints are followed up.

You could raise a complaint through several channel options:

• Your preferred HSBC branch
• Make a call to HSBC Indonesia Contact Centre
• Message in mobile banking, website or a letter

PT Bank HSBC Indonesia has official social media accounts, however, we do not accept complaints through social media, where there is a risk of personal and customer data and other cyber crimes if you write a complaint on social media.

1. Submission of verbal complaints through the Contact Centre

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

If the bank requires additional documents, the customer has 10 working days to complete it since the request is submitted by the bank. The customer can request an additional 10 working days if the required documents are not located at the customer's domicile or there are other matters that are beyond the customer's control.

2. Submission of written complaints through branch, mobile banking, website or letter

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.

The bank will conduct an examination, analysis and investigation process of the complaint including analysis of the data owned by the bank and / or customer as well as other parties that may be related, such as other banks that own the ATM machine, VISA and MasterCard.

The examination process will be conducted by each authorised party in the bank, for example:

1. Complaints related to fraud will be handled by the bank's fraud section
2. Complaints related to the collection process will be handled by the collection department

The bank may communicate directly with the customer to explain the problem, obtain further information including discussing or offering to resolve the customer's complaint, which can be done through telephone, email and other means determined by the bank.

In the process of resolving customer complaints:

• The bank has an approach to overcome financial losses, difficulties or inconveniences experienced by the customer, by considering, among others, apologies, compensation, and goodwill
• In the event of error, negligence or acts contrary to the provisions of laws and regulations committed by the customer, the bank can't be held responsible for the loss
• If the loss occurs due to a contribution made by the bank and the customer, the responsibility for compensation is determined based on the evidentiary process in accordance with the provisions of laws and regulations

If the examination / investigation process has been completed, the bank will provide a response to the complaint, either by recorded telephone, email, letter or other means determined by the bank and by sending a settlement notification to the customer.

The bank will provide information on the settlement of complaints through the means determined by the bank, which at least contains:

1. Complaint register number
2. The problem complained
3. The process of complaint resolution by the bank accompanied by problem analysis and sufficient explanation

The customer has 10 working days to approve or reject the bank's response. Please refer to the dispute submission section if you reject the bank's settlement.

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 and BI regulations
3. Not related to material, reasonable, and direct losses and / or potential losses as stated in the agreement or financial transaction documents
4. Not related to the utilisation of products or services issued by the bank (except the utilisation of products 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
6. There are new documents submitted by the customer or their representative, but do not affect the complaint response submitted by the bank

If the customer or their representative rejects the bank's complaint response, then the customer has the option to settle through:

• Court or
• Out of court

Specifically, for out of court option, they are as follows: