Alternatively you can ask the Financial Ombudsman Service to review the situation.The Financial Ombudsman Service is a free, independent service that looks into disputes between financial businesses and their customers.We aim to resolve customer concerns and problems straight away, but more complex matters can take longer.
We've recently made some changes in response to your feedback.
HSBC Card Guard was an optional insurance product that provided assistance and cover for your debit and credit cards, store cards, membership cards and some of your belongings in the event of them being lost or stolen. Card Guard is not Payment Protection Insurance (PPI).
We expect to resolve all complaints raised within eight weeks and will be in touch before then to update you on our investigation.
If you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.
Although we will normally be able to resolve concerns much earlier, on occasion if we're unable to respond within 8 weeks, we'll contact you with an update.
If you feel we haven't resolved things properly, please tell us.If you contact us directly we will assess your complaint in exactly the same way that we assess complaints sent in by a CMC and you won't have to pay them a fee or any percentage if you do receive compensation.For independent guidance on how CMCs work visit Which?If we have insufficient information we may send you a questionnaire.Although it is not compulsory for you to complete and return the questionnaire, by doing so it will help us with our investigation.The European Commission also provides an on-line dispute resolution (ODR) platform which allows consumers to submit their complaint through a central site which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme.