Please refer to our criteria page for all the information you will need on our lending policy, or for application updates please view case tracking on the broker platform.
If you still haven’t found what you are looking for and require further assistance, there are various ways you can get in touch; via our Chat facility, telephone or your local BDM.
Chat with us
You can use Chat to get answers to the most frequently asked questions about HSBC UK policy and criteria.
It will also route queries about specific cases to our UK agents, as long as you've completed the verification process.
We're able to amend rates via ‘Chat with us’ if the application has been submitted and isn’t a:
- Product changing from an Energy Efficient Home (EEH) rate to a non-EEH and vice versa
- Product changing from a Cash Back rate to a non-Cash Back rate and vice versa
Please select the ‘Case Specific’ option when joining the chat, then select ‘Product Amendment’ to connect to one of our agents. Our auto bot will go through some security information and provide this to the agent once the chat has been connected.
You can't use Chat for any of the following:
- change of registration details
- decisions in principle that have been declined
- technical issues with pre-submitted or submitted cases
- any changes to an existing application, with the exception of rate changes
If your query is about any of these, please call us on 0345 600 5847 and choose the relevant option.
Lines are open Monday to Friday, 09:00 to 17:00.
Please contact us on
- Press 1 if you're a customer calling to pay a fee
- Press 2 for policy and criteria questions
- Press 3 for assistance with keying a new application
- Press 4 for case updates or queries relating to valuations / solicitors
- Press 5 to contact our High Value Mortgages Service for applications over £1m