Take a look at our frequently asked questions...

Why can't I log on to the new Customer Studio?

If you're already a member of Customer Studio, you'll need to activate your account on the new site. You should have received an email from hello@mail.customerstudio.hsbc.com on 8th December. This contains your unique activation link and instructions on what to do. If you haven't received an email or have any issues activating your account, please contact hello@mail.customerstudio.hsbc.com.

What is HSBC Customer Studio?

Customer Studio is your space to explore new ideas, try out potential new products and services, and tell us what you think.

With your help, we'll be able to better understand what's important to our customers and mould our products and services to your feedback.

Do I use my bank account details to access Customer Studio?

No. Customer Studio is separate to your online banking account. For your security, use a different password for Customer Studio and don't share your financial details with us or anyone else.

Can I get financial advice in Customer Studio?

No. Customer Studio is all about collaboration and how we can create better products and services for you. We don't endorse any finance advice given by members and we'll delete content we think is inappropriate.

I can't log on to Customer Studio, what should I do?

Select 'I forgot my password' on the log on page. You'll be asked to enter your email address. If you don't receive an email from us, please check your junk folder. If you still can't log on, please email us at hello@mail.customerstudio.hsbc.com.

I'm having trouble with the Customer Studio website, what should I do?

Please email us at hello@mail.customerstudio.hsbc.com to tell us about any problems you've encountered with our website or emails.

How will I be notified about new activities?

We'll send you an email whenever there's a new activity. You'll also see notifications for them when you're logged on in Customer Studio.

Our emails will come from: hello@mail.customerstudio.hsbc.com. You might want to add us to your contact list to make sure they land in your inbox.

What do you mean by 'activities'?

We ask Customer Studio members for their thoughts on a variety of topics, such as our products or services. This could mean completing a survey, reviewing a new design or giving your opinions in a discussion room – we refer to these as activities. You can save drafts of activities and come back to them at any time - they’ll be saved under the ‘My Drafts’ tab in your member profile.

How long does one activity take?

This depends on the type of activity, but most take around 10 minutes to complete.

What happens when I complete an activity?

Every activity you complete helps us create a better banking experience. Your feedback may have helped create something special, like an exciting new product or service. This could take time to develop or it could launch very quickly. Even if it doesn't, that doesn't mean an activity was a waste of time. With every piece of feedback, we learn more about what works best for you.

I have a question about an activity, what should I do?

We're always happy to help. Simply email us at hello@mail.customerstudio.hsbc.com and we'll be in touch as soon as we can.

I seem to have earned badges. What do they mean?

You can earn badges by participating in different ways. For instance, you can earn badges for completing a certain number of activities or by commenting multiple times within the community. Your badges are automatically updated after completing the desired behaviour and you may be selected to participate in certain activities based on the badges you've earned.

What happens to my personal information?

Any information you share with us will be used by HSBC in the development of new products or services or to understand more about you (beyond just banking) as a customer. We keep your information securely within the Customer Studio platform. You can find out more about how your data is used in our Data Privacy Notice.

How do I close my Customer Studio account?

If you don't want to be a member of Customer Studio anymore, please log on, go to your profile settings and select 'close account'.


About HSBC

HSBC Holdings plc is a company incorporated under the laws of England and Wales with company registration number 14259 and its registered office at 8 Canada Square, London E14 5HQ.

HSBC is a member of the Financial Ombudsman Scheme and adheres to the Standards of Lending Practice. More detail about this is available on the Lending Standards Board website. For information about accounts and other products you can refer to the Money Advice Service section on the FCA website.

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