HSBC CMB Complaint reference 1604661559

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For any further enquiries regarding this complaint please call 03456 060229 or contact us via www.hsbc.co.uk

 

Dear Mr Berliner

 

Customer reference: 1094748749

 

Thank you for your recent communication regarding your request for lending support through this difficult time.

 

I'm sorry you've had to complain

I assure you we take all complaints extremely seriously and have completed a full investigation into your concerns.

 

Bounce Back Loan has credited your Business Account

You applied for a Bounce Back Loan for £20,000.00 and I am pleased to see the Bounce Back Loan has been drawn down and is now available for you to access through your account.

 

Please accept our sincere apologies for the delays you have experienced, due to the high demand of the government's scheme, we're currently experiencing large volumes of applications which have impacted the time taken to respond you. 

 

I'd like to assure you that the provision of a high quality service is a key priority for us and I thank you for your patience during these unprecedented times.

 

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this email. If you don't refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

 

The Financial Ombudsman Service considers complaints from businesses that are 'micro-enterprises' (a term covering smaller businesses). Micro-enterprises have a turnover or annual balance sheet of up to €2m and fewer than ten employees.

 

In addition, the Financial Ombudsman Service also considers complaints from 'small businesses' (defined as having an annual turnover of less than £6.5m and employing fewer than 50 persons or having a balance sheet of less than £5m) about events taking place on, or after, 1 April 2019. The Ombudsman will decide on a case-by-case basis whether a business is eligible to have a complaint considered by the Financial Ombudsman Service.

 

Further information on the Financial Ombudsman Service can be found on their website at financial-ombudsman.org.uk, or you can call them on 0800 023 4567.

 

If you would like a paper copy of this response and the Financial Ombudsman Service leaflet, please contact us by replying to this email address.

 

Privacy Notice

Please note that we'll collect, process and retain your information (and information relating to individuals connected to your business) for the purposes of responding to your complaint. You can find a copy of our Privacy Notice, which sets out how we use this information and your rights in respect of it, on our website at business.hsbc.uk.

 

Yours sincerely

 

Lucy K Thomas

Commercial Customer Relations

 

 

HSBC UK Bank plc. Registered in England and Wales (company number: 9928412). Registered Office: 1 Centenary Square, Birmingham, B1 1HQ.
Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 765112).

 

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