Manage Information Requests | International banking

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Request for information

What is an information request?

Sometimes we, or another bank, require additional information about a payment you want to make. This is to make sure the payment complies with our internal policy standards and any applicable laws, regulations and policies.

If we need more information from you, we'll contact you by email and text message. We'll also send a push notification, if you have them set up on the mobile app. We'll send reminders every 2 days, so it's important to make sure that your contact details are up-to-date.

We'll give you a deadline for responding. To avoid further delays, please respond as soon as possible.

How to provide additional information

The quickest way to provide the additional information is through the HSBC Mobile Banking Expat app.

If you don't have mobile banking you'll need to download the app and follow the on-screen instructions.

Alternatively, you can call + 44 (0) 1534 616 306 and quote 'RFI' and the case reference number. Lines are open Monday to Friday 09:00 to 17:00 UK time. Just so you know, we may monitor and record your communications with us. This is in the interest of security and to help us continually improve our service.

Using the app

Follow these instructions to provide the additional information in the mobile app.

Step 1

Log on to the HSBC Expat Mobile Banking app.

Step 2

Go to 'Pay and transfer', select 'International payment tracker' under 'More actions', then select 'Manage information requests'.

Step 3

Select the payment and submit all of the required information.

Frequently asked questions

We'll give you a deadline for when we need you to respond to an information request by. If you don't respond in time:

If the information request came from another bank

We'll let them know that you haven't responded
We'll ask them to return the money to your account if they're unable to review the payment without the information they asked for*

If HSBC Expat asked for the information request

We’ll try to review your payment using what information we already have on record
If we decide to decline the payment, we'll credit the money back to your account*

*If we need to return money that was sent in a foreign currency, we’ll convert it using the exchange rate at the time. The exchange rate may have changed, so the amount we need to return may not be the same as the original amount sent.

Please note

We won’t be liable for any loss incurred due to the review or the payment being credited to your account
We won't be liable for your transfer being held or blocked by other banks in line with their local regulations
If another bank or banks are involved, they may charge additional fees when they process the transfer, including if they have to return the money

If you don't have all of the information required, you should contact the relevant payee to ask them for the outstanding information.

To make things easier, you can use the 'Share' icon in the mobile app. It’ll copy the details about the missing information into a template you can easily send to your payee via your usual messaging service.

Once you have the missing information, you'll need to start the process again by logging on to you mobile app and following the steps to provide information.

We'll review the details and aim to process your payment as quickly as we can. Our team operates during normal business hours.

You can track the status of your payment through the International Payment Tracker in the app.

You can find details of any outstanding information requests you still need to respond to in the HSBC Expat Mobile Banking app:

Log on to the HSBC Expat Mobile app
Go to 'Pay and transfer', select 'International payment tracker' under 'More actions', then select 'Manage information requests'
Select the payment and submit all the required information

Please note, you can only view details of information requests made in the past 18 months.

You can find details of any information requests you’ve responded to, plus expired requests, in the HSBC Expat Mobile Banking app:

Log on to the HSBC Expat Mobile app
Go to ‘Pay and transfer’, select ‘Manage information requests’
Select the ‘Closed’ tab to view any information requests you've responded to

Please note, you can only view details of information requests made in the past 18 months.

If you’d like any more information about an expired request, or you’d like to provide the information requested, please contact us.

Request for additional information

What is an information request?

How to provide additional information

Using the app

Step 1

Step 2

Step 3

Frequently asked questions

What happens if I don't respond to an information request?

What happens if I don't have all of the information?

How long does it take for my payment to be reviewed and processed?

Where can I find any information requests I still need to respond to?

Where can I find old information requests?

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