Know your rights. Use them.

Subscriptions, memberships and “free trials” often take money through a recurring card payment, also called a continuous payment authority (CPA). It’s different from a Direct Debit. The FCA’s rules are clear:

• You can cancel with HSBC directly. HSBC must stop the payments even if you haven’t contacted the business.
• Timing: ask HSBC (or the business) by the end of the business day before the next payment is due.
• Any payment taken after you cancel is unauthorised. HSBC must refund it, and any related charges, immediately.
• The name doesn’t matter. “Guaranteed payment”, “recurring transaction”, “continuous authority”: you can still cancel through your card issuer.
• Banks must not send you away. In 2013 the FCA reminded banks they must cancel these payments themselves and not insist you contact the merchant.

You still owe any genuine debt to the business; cancelling the payment doesn’t cancel a contract. Recurring card payments are not covered by the Direct Debit Guarantee.

You can cancel a Direct Debit at any time by telling your bank. Under the Direct Debit Guarantee, if an error is made in the payment of a Direct Debit, by the organisation or your bank, you’re entitled to a full and immediate refund of the amount paid from your bank.

1. Use the words “formal complaint”. Phone calls get lost. Put it in writing (secure message, email or letter) and ask for a reference.
2. Stick to facts and dates: what you asked for, when, who you spoke to, what happened, what it cost you.
3. Say what you want: refunds, charges and interest reversed, compensation for distress and inconvenience, credit file corrected.
4. Keep everything: statements, screenshots, call times, names, reference numbers.
5. Know the deadline. HSBC must send a final response within 8 weeks. For complaints about payment services (card payments, Direct Debits, transfers) the limit is usually 15 business days, or up to 35 in exceptional cases if HSBC tells you why.

The Financial Ombudsman Service is free and independent. You can go to it once HSBC has sent its final response, or if the deadline has passed without one. You normally have six months from the final response to refer your complaint.

The Ombudsman can tell HSBC to put things right, including refunds and compensation for distress and inconvenience. You don’t need a claims company, which would take a cut.

If staff were rude, cut you off, or told you something was done when it wasn’t, get your own evidence. Under UK data protection law you can make a subject access request for your personal data, including call recordings and notes HSBC keeps about you. It’s usually free, and HSBC normally has one month to respond. Use the template below. If HSBC doesn’t respond, you can complain to the Information Commissioner’s Office.

If you were tricked into sending money by bank transfer (an “authorised push payment” or APP scam), contact HSBC immediately. Under the Payment Systems Regulator’s rules, in force since 7 October 2024, most APP scam victims must be reimbursed, up to a limit, unless the bank can show an exception applies. Report it quickly, and complain formally if you’re refused.

If you paid for something that never arrived or was faulty, chargeback (debit, credit and prepaid cards) lets your bank try to reclaim the money from the seller’s bank. It has time limits, so ask quickly. For credit-card purchases over £100 and up to £30,000, Section 75 of the Consumer Credit Act makes the card provider jointly liable with the seller.