Dear Sir or Madam

I would like to complain about you telephone banking service.

Having recently lost access to a computer on which to use internet banking, I have had to rely on telephone banking to make enquiries and payments relating to my account.

In the past when I used this service I found it reliable and easy to use, and was happy to make the calls. Now I find it stressful and difficult and I worry about having to make the calls. I often find that I don’t complete all the transactions or ask all the questions I intend to because I lose patience.

The reason for this is that you now have call centres in India and NONE of your staff understand enough English to be able to carry out a helpful, friendly or useful service. I find myself struggling to understand what they are saying and in turn they don’t appear to know what I am saying to them – it is often a waste of time. I find this extremely frustrating and it is unacceptable – why are you sacrificing good customer relations for cheap labour?

I have been with HSBC for over 22 years and in the past considered changing banks when you closed all of the branches that were convenient for me to use. I am once again thinking of closing my account with you and switching to a bank with British call centres and local branches.

I would like to know if you intend to bring your call centres back to the UK in the near future.

I look forward to hearing from you soon

Yours faithfully