HSBC

Myself and my fiancé are first-time buyers, and after extensive research online, decided HSBC was the best place for us to talk mortgages (despite not being existing customers), specifically using a 'help to buy scheme' for a new build property in the area. We eagerly arranged a meeting with an advisor, explained our situation, details of the new build, how much deposit we had, and all the usual bits you go through when applying. After about an hour or so of detailing everything, we were extremely pleased to receive a favourable mortgage in principal allowing us to progress things with the building company.

Four weeks later, with reservation fee on the new build placed, budgets created for what we'd need on the new build and solicitors acquired, we returned for our secondary meeting to formalise the mortgage in principle and finish the application.

Much to our surprise, bewilderment, horror and embarrassment to be frank (and without going into personal details), we were told that HSBC do not offer the mortgage we agreed in principal four weeks earlier on new build properties. At all. So, essentially, acquiring a mortgage in principal, with numerous versions for rate options, pay-back periods and term rates outlined had been a complete and utter waste of our time, and "should have never been issued in the first place" (or words to that extent) in our first meeting, as stated by a senior advisor in our second meeting.

The fact that a fairly major detail - being a new build property - had been completely ignored, glossed over, or plain forgotten about when getting out initial mortgage in principal, despite being a crucial factor in the process of eligibility in the first place was utterly shocking. Four weeks’ worth of work had been a total waste of our time, and left us right up against it with the building firm, in a busy Christmas period.

We made our feelings known and an official complaint is currently being processed. If you're a first time buyer using help to buy, you'd be better off going up the road to Halifax instead (something in hindsight, and having banked with them for many years, we should have done to start with, as they very much saved the day for us).

I can safely say the likelihood of ever considering HSBC for any future needs, on the back of this embarrassing mess of an error created by them, is slim to none.

I have banked here for many years and would not want to go any where else. Staff are first class xxx

good bank,never had a problem,i am with first direct who hsbc represent for them if i have a problem.

all day on the phone trying to make a bank transfer not good at all.

My internet banking was unfortunately suspended by notorious Fraud team. But thanks Richard to sort me out effectively. Thank you so much.

Every time I come here the place is shut it’s getting beyond a joke having to travel to other branches when I work full time with a child is not possible

Hello
I had an internet banking problem and for a long time I could not use my bank account. I went to this bank last week. With the help of an employee, I was able to use my account again. They lovingly helped me. I really wanted to write the name of that kind lady in my comment, but unfortunately I forgot her name. Thank you very much for your help

The staff are very helpful. Every time I have been thus Branch they couldn't do enough. Very polite. I wish it wasn't to far from me.