At HSBC, we are committed to provide you with a world-class customer experience and we value your feedback. If you have any enquiries, feedback or complaints, please contact us through the following channels. We will acknowledge receipt of your concerns within the next working day. For complaint handling process, please refer to "Resolving your Complaint" below for further information.
Call us
| Customer Service Hotline |
Service Hours |
|---|---|
| General Banking +853 8599 2888 |
9:00 am – 11:00 pm, Monday to Sunday |
Credit Card |
9:00 am – 11:00 pm, Monday to Sunday |
Life insurance - HSBC Life (International) Limited, Macau Branch |
9:00 am – 8:00 pm, Monday to Friday 9:00 am – 1:00 pm, Saturday |
General Insurance - QBE General Insurance (Hong Kong) Limited – Macau Branch |
9:00 am – 5:30 pm, Monday to Friday |
24-Hour Lost Card Hotline 0800 891 (Macau) +852 2233 3000 (Hong Kong and overseas) |
24 hours |
| Customer Service Hotline |
General Banking +853 8599 2888 |
|---|---|
| Service Hours |
9:00 am – 11:00 pm, Monday to Sunday |
| Customer Service Hotline |
Credit Card |
| Service Hours |
9:00 am – 11:00 pm, Monday to Sunday |
| Customer Service Hotline |
Life insurance - HSBC Life (International) Limited, Macau Branch |
| Service Hours |
9:00 am – 8:00 pm, Monday to Friday 9:00 am – 1:00 pm, Saturday |
| Customer Service Hotline |
General Insurance - QBE General Insurance (Hong Kong) Limited – Macau Branch |
| Service Hours |
9:00 am – 5:30 pm, Monday to Friday |
| Customer Service Hotline |
24-Hour Lost Card Hotline 0800 891 (Macau) +852 2233 3000 (Hong Kong and overseas) |
| Service Hours |
24 hours |
Notes:
Insurance hotlines are not in service on Bank Holidays, other service hotlines listed above are in service on Bank Holidays.
The general insurance plans are underwritten by QBE General Insurance (Hong Kong) Limited - Macau Branch ("QBE"). The Hongkong and Shanghai Banking Corporation Limited ("HSBC") is registered with Autoridade Monetaria de Macau ("AMCM") as an insurance agent in the Macau SAR.
QBE is authorized and regulated by the AMCM to carry on general insurance business in the Macau SAR. QBE is a member of the worldwide QBE Insurance Group.
Reach us by email
| Card Security Feature | Service Hour |
|---|---|
| Credit Card Report Lost* | 24 hours |
| Credit Card Suspension* | 24 hours |
| Turning On/Off Card Not Present transaction function | 9:00 am – 11:00 pm, Monday to Sunday |
| Decreasing Credit card credit limit | 9:00 am – 4:00 pm, Monday to Friday |
| Card Security Feature | Credit Card Report Lost* |
|---|---|
| Service Hour | 24 hours |
| Card Security Feature | Credit Card Suspension* |
| Service Hour | 24 hours |
| Card Security Feature | Turning On/Off Card Not Present transaction function |
| Service Hour | 9:00 am – 11:00 pm, Monday to Sunday |
| Card Security Feature | Decreasing Credit card credit limit |
| Service Hour | 9:00 am – 4:00 pm, Monday to Friday |
*24-hour Lost card Hotline 0800 891 (Macau) or +852 2233 3000 (HK and Overseas) is suggested to be your first channel for card report lost and card suspension.
You must provide below information which recorded in our system when submitting card security feature request via email:
- Customer Name
- ID or Passport Number last 4 digit (If number is 123456(7), please input as 4567)
- Mobile Number
- Date of Birth (MM/DD)
- Which Card/s for the request (Please provide full card number if available)
If you have provided your personal information about yourself or your account to HSBC via email, you agree to authorise HSBC to collect, access, use, store and disclose your personal information in accordance with clause 15 of cardholder agreement: https://www.hsbc.com.mo/content/dam/hsbc/hbap_mo/documents/forms/card-services/cardholder-agreement.pdf
Email address for Card Security: cards-security@hsbc.com.mo
Email templates for card security feature request (PDF,168KB)
Find a branch
Come talk to us face to face.
Send us an inquiry or provide feedback
Fill out our contact form with your inquiry and we'll get back to you within 4 working days.
To ensure the security of your account, we will not process any account-related queries and instructions through this channel.
Write to us
The Hongkong and Shanghai Banking Corporation Limited
639 Avenida da Praia Grande, Macau SAR or
PO Box 476, Macau
Resolving your Complaint
We will acknowledge receipt of your feedback/complaint within the next working day and aim to resolve most issues within nine working days. Your complaint will be handled in total confidence by employees with the right experience and authority who are not directly involved in the matter. If a complaint is raised by a third party, we will only contact the customer directly to protect his/her privacy. Appropriate redress will be offered if the complaint is upheld but it may not necessarily involve a financial compensation. You can ask for your case to be reviewed by management at a higher level within the Bank if you are dissatisfied with the decision.
Our aim is to resolve all complaints internally. However, if despite our best efforts, you are not entirely satisfied with our handling, you have the right to refer the matter to the Monetary Authority of Macao (AMCM) on Calcada do Gaio, No. 24 e 26, Macau. HSBC fully co-operates with the AMCM in the handling of complaints.
Disclaimer
The Hongkong and Shanghai Banking Corporation Limited- Macau Branch ("HSBC Macau") is located at Avenida da Praia Grande, n.º 613-639, Macau. It is authorized and regulated by the Autoridade Monetária de Macau ("AMCM") in the Macau Special Administrative Region. The Head office of HSBC Macau is the Hongkong and Shanghai Banking Corporation Limited, which is located at 1 Queen’s Road Central, authorized and regulated by the Hong Kong Monetary Authority ("HKMA").
If you are outside of Macau S.A.R., we may not be authorized to offer or provide you with the products and services available through this website in the country or region you are located or resident in. For the products and services available to HSBC Macau customers, please refer to the HSBC Macau public website.