HSBC - Contact Us | HSBC Future Focus

Contact us

Looking for more information about your DC pension pot or benefits?

Email: HSBCpension@willistowerswatson.com

(Don't forget to include your employee ID number in your correspondence.)

Phone: 01737 227575

(Monday to Friday between the hours of 9am and 5:30pm, excluding bank holidays.)

Don't forget to have your personal telephone helpline PIN number handy.To help us continually improve our service and in the interests of security, we may monitor and/or record your telephone call.

If the HSBC administration team aren’t able to help, you can write to the Pension Scheme Executive at:

HSBC Bank Pension Trust (UK) Limited,
Level 33, 8 Canada Square,
London, E14 5HQ.

Do you have a comment, concern or complaint? Please follow the process below so that you get a response as quickly as possible:

Your first point of contact should be the HSBC Administration Team. If they can’t help you, then you can write to the Pension Scheme Executive.

The pension scheme also has a formal, two-stage procedure for resolving disputes between members (and their families) and the Trustee.

This requires you to complete a form at each stage and you can get these from the HSBC Administration Team:

Firstly write to the Chief Operating Officer who will normally provide a complete written response within two months of receiving full details of the complaint.
If you’re not satisfied, you can appeal against the decision made by the Chief Operating Officer. You must do this within four months of receipt of the decision. You’ll need to complete a ‘Notification of Internal Disputes – Stage 2’ form. Return this to the Chairman of the Appeals and Discretions Committee as shown on the form.

If this does not resolve your problem, you can write to the Pensions Ombudsman at enquiries@pensions-ombudsman.org.uk. If you prefer you can call them on (+44) 0207 630 2200. Offices are open 9am-5.30pm, Monday to Friday, excluding bank holidays.

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