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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.In any event, we will be in touch within eight weeks to update you on our investigation.You can find out more or contact them directly on: 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.In relation to HSBC this is Financial Ombudsman Service and you can go to them directly as shown in the contact details above.We aim to resolve customer concerns and problems straight away, but more complex matters can take longer.

Additionally, it offered assistance with the following: If you have any concerns regarding a CPP policy purchased from HSBC or your complaint relates to a policy where premiums were charged before 14 January 2005, you can raise a complaint in writing to: CPP HSBC Customer Service PO Box 5207, Coventry CV3 9FB Alternatively, you may contact us on 03. Please provide full details of your concerns including any details of claims made on the policy and any use of the one call service to notify card companies of your cards being lost/stolen.When we've completed our investigation, we'll send you a full written response.We aim to answer all complaints about a payment service within 15 calendar days.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).

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