Your feedback is valuable to us in maintaining our service quality. If you have any enquiries, feedback or complaints related to MPF, contact us via the following channels:
Note: Scheme administration services are provided by the eMPF Platform. These include the processing of MPF scheme enrolments, contributions, and member investment instructions. They also include the transfer and withdrawal of MPF benefits, and updates to personal details.
Got questions that are not related to scheme administration services?
Please reach out to us.
Call us
Lines are open 24/7, every day. But if you'd like to speak to a customer service representative instead, you can reach one between these hours (except on public holidays):
- Mondays to Fridays, 8:30am to 7:30pm
- Saturdays, 8:30am to 1pm
Our HSBC MPF member hotline number is +852 3128 0128.
Our HSBC MPF employer hotline number is +852 2583 8033.
Write to us
You can also contact us through our online form.
Or you can email us at pensioncs@hsbc.com.hk.
Meet with us
Alternately, you can visit us during opening hours at designated branches for MPF services and enquiries.
For questions related to scheme administration services, please contact the eMPF Platform. They're available between these hours (except on public holidays):
- Mondays to Fridays, 9am to 7pm
- Saturdays, 9am to 1pm
You can call their eMPF customer service hotline on 183 2622.
For more ways to reach them, please visit the eMPF website.
Got a complaint?
Note: Scheme administration services are provided by the eMPF Platform. These include the processing of MPF scheme enrolments, contributions, and member investment instructions. They also include the transfer and withdrawal of MPF benefits, and updates to personal details.
There are two ways you can let us know about a complaint that's not related to scheme administration services.
Call us
You can call us between these hours (except on public holidays):
- Mondays to Fridays, 8:30am to 7:30pm
- Saturdays, 8:30am to 1pm
Our HSBC MPF member hotline number is +852 3128 0128.
Our HSBC MPF employer hotline number is +852 2583 8033.
Write to us
You can email us at customer.care.mpf@hsbc.com.hk.
Getting back to you
We'll acknowledge receipt of your concerns by the next business day and aim to resolve most issues within 5 business days. Occasionally, we may need more time but we'll keep you informed.
Handling your complaint
Your complaint will be handled with complete confidentiality by our complaint handling teams with the appropriate experience and authority, and who have not been directly involved in the subject matter.
If a complaint is raised by a third party, we will get back to you to protect your privacy.
We will offer appropriate redress if your complaint is upheld, but this will not necessarily involve financial compensation.
If you're not satisfied
You can ask for your case to be reviewed by management at a higher level, if you are dissatisfied with our decision.
For monetary disputes about distribution of the HSBC Mandatory Provident Fund – SuperTrust Plus, you may also refer your case to the Financial Dispute Resolution Center (FDRC), Room 408-409, 4/F, West Wing, Justice Place, 11 Ice House Street, Central, Hong Kong.
For complaints that are related to scheme administration services, please contact the eMPF Platform instead. You can find ways to reach them by visiting the eMPF website. Or you can call their eMPF customer service hotline on 183 2622.