Personal Banking FAQs

What happened to the funds in my HSBC New Zealand Wealth and Personal Banking account?

• We communicated to all HSBC New Zealand Wealth and Personal Banking account holders during 2023 and 2024 requesting they close their accounts by a certain date.
• If we did not receive any instruction from you by the requested closure date, we treated the remaining balances as unclaimed and acted in accordance with our Terms and Conditions and the New Zealand Unclaimed Money Act 1971. As communicated:
• All balances remaining in your account(s) of NZD1.00 or less (or foreign currency equivalent) were donated to Hato Hone St John (St John Ambulance) – a registered charity in New Zealand providing ambulance services and first aid to those in need.
• Balances remaining in your account(s) of NZD1.01 or more (or foreign currency equivalent) were transferred to the New Zealand Inland Revenue Department (IRD).
• In line with the IRD’s procedure; amounts of NZD100.00 or less (or foreign currency equivalent) are not captured on the IRD’s unclaimed money register. As a result, you will not be able to claim amounts of NZD100 .00 or below from the IRD.

How do I retrieve my unclaimed funds from IRD New Zealand?

• Amounts of NZD100.01 or more (or foreign currency equivalent) will be captured on the IRD’s unclaimed money register in the name of the account holder. These funds can be claimed directly from the IRD website.
• Please note that, in line with the IRD’s procedure, amounts of NZD100.00 or less (or foreign currency equivalent) are not captured on the IRD’s unclaimed money register. As a result, you will not be able to claim values below this amount from the IRD.
• Please visit the Unclaimed money page on the IRD website for further details on the Unclaimed Money procedure.

How can I access my historic statements?

• For customers whose home loan(s) have transferred to Pepper Money, all historic loan statements dating back seven years have also been transferred to Pepper Money as part of the transfer. These statements will be made available to you upon request to Pepper Money.
• For customers whose home loan(s) did not transfer to Pepper Money (i.e. were discharged before the transfer date), the historic statements will remain with HSBC for up to seven years after the closure date.

• To request your statement from HSBC, please email us at premierservicesnz@hsbc.co.nz using the following template:

  Full Name:

  Account Number (if known):

  Address:

  Details of request: e.g. please provide copies of statements for April 2023 to June 2023

What has happened with my HSBC Premier extension?

If your overseas HSBC Premier status was held because you were Premier qualified in New Zealand (known as Premier in One, Premier in All), you were automatically given a one-year extension until 30 June 2024 to your Premier status in that overseas (non-New Zealand) country.

The extension will expire 30 June 2024. After this date, to retain Premier status you will need to meet the Premier qualifying criteria in at least one of your other overseas (non-New Zealand) countries.

If you have queries on your Premier status, please discuss this with your overseas (non-New Zealand) HSBC Relationship Manager or contact your local branch.

How can I share feedback or lodge a complaint with HSBC New Zealand regarding the former Wealth and Personal Banking business?

• To share feedback or lodge a complaint with HSBC New Zealand about the former Wealth and Personal Banking business, you can email us at customerrelations@hsbc.co.nz or call the HSBC New Zealand Reception, Monday to Friday between 09:00 to 17:00 NZT on 0800 028 088 within New Zealand, or +64 9 368 8557 if calling from overseas (noting international toll charges may apply).
• You can also make a formal complaint to the Banking Ombudsman:
  The Office of the Banking Ombudsman
  PO Box 25-327, Featherston Street, Wellington 6146
  Telephone: (04) 915 0400. Freephone: 0800 805 950
  Email: help@bankomb.org.nz
  Website: https://www.bankomb.org.nz

How can I share feedback or lodge a complaint with Pepper Money?

• For Pepper Money, please visit their website for details on sharing feedback and complaints: www.peppermoney.co.nz/complaints-and-feedback
• You can also make a formal complaint to Financial Services Complaints Limited:

  Financial Services Complaints Limited
  Level 4, 101 Lambton Quay, Wellington 6011
  Telephone: 04 472 3725. Freephone: 0800 347 257
  Email: info@fscl.org.nz
  Website: https://fscl.org.nz/

How can I obtain my Annual HSBC Tax Certificate?

Customers can obtain their annual tax information from their myIR portal (for customers who have an IRD number) located at ird.govt.nz. Where an IRD number is not held and the customer’s investment income with HSBC exceeded NZD 50 for the financial year, a copy of the Resident Withholding Tax certificate will be posted out to the address on record.

What HSBC Wealth and Personal Banking services have been removed?

All HSBC Wealth and Personal Banking customer accounts have been closed as at the end of June 2024:

• The only New Zealand retail branch located in Auckland was permanently closed on 25 June 2024. HSBC branch services are no longer available in New Zealand.
• HSBC Personal Internet Banking services were removed on 27 June 2024.
• The HSBC Wealth and Personal Banking New Zealand Customer Contact Centre ceased operations effective 27 June 2024.

What options are still available to contact HSBC about Wealth and Personal Banking related enquiries?

• Write to us

  Reach us by post or email.

  Post	P.O. Box 5947, Victoria St West, Auckland 1142, New Zealand
  Email	premierservicesnz@hsbc.co.nz

   

• Call us

  The HSBC New Zealand reception will take your call and request your contact details for a call back.

  Within New Zealand	From overseas (international toll charges apply)	Hours of business
  0800 02 80 88	+ 64 9 368 8557	9 a.m. to 5 p.m. Monday to Friday (calls are directed to HSBC reception)

I am an HSBC Wealth and Personal Banking (WPB) customer in another country and currently in New Zealand. Can I get my documents verified at HSBC New Zealand?

No. WPB customers of other HSBC countries cannot have their documents verified by HSBC New Zealand. The only New Zealand HSBC bank branch permanently closed in June 2024.