HSBC Sliema: The Bank that tests your patience (and sanity) – One Appointment at a Time

After receiving numerous complaints through our whistleblower form about the infamous HSBC Sliema branch, I decided to give it a go myself and see if these grievances were justified. Spoiler alert: They were.

My personal experience with HSBC is no better than the reviews you’ll read below. I uploaded all required documentation on December 10, 2024, and was graciously offered an appointment for January 29, 2025. That’s seven weeks just to open a personal current account. Impressive efficiency, wouldn’t you agree?

The HSBC Appointment Process: A Masterclass in Bureaucratic Torture

Things got interesting on Monday, January 27, 2025, when someone at HSBC finally decided to look into my application. That’s when they realized—surprise!—that additional documents were required. They requested an annual return, among other things, which I promptly submitted.

Then came Tuesday, January 28, 2025, the day before my scheduled appointment. Another email arrived, this time requesting a “proper VAT Certificate.” Apparently, my already provided VAT return and full-year income tax return, both of which clearly mention my registered VAT number (which, by the way, can be verified on multiple online platforms), were not sufficient. So, I contacted my accountant, who managed to sort it out in record time—for a mere €29.50 (VAT included, of course).

If that wasn’t enough, HSBC called me four times in two days, despite my explicit request to only contact me via email. Ah, the joys of customer preference being completely ignored!

The Grand Arrival: A 20-Year Interrogation for a Simple Current Account

I arrived at HSBC Sliema 10 minutes early for my 8:30 AM appointment, only to find a queue of around 10 people already waiting. So much for an appointment system. After finally getting inside, I was assigned to a pleasant (yes, there are exceptions!) HSBC employee, J.Z. (I won’t mention her full name out of respect).

Then came the paperwork. And when I say a lot of paperwork, I mean A LOT. They wanted a detailed history of my last 20 years, including places I’ve lived, even though I have resided at the same Maltese address for over three years. Did that make any difference? Of course not!

And the Source of Wealth questions—wow! You would think I was applying for a seven-figure unsecured loan, not a simple current account to store my own money in their bank.

The Moment of Truth: Exposing the Madness

As if the process wasn’t absurd enough, a senior supervisor decided to join in on the fun. She approached our little cubicle (which, might I add, still has a COVID-era plastic shield in place), requesting even more documentation—including bank statements for the last six months.

That was the moment I decided to drop the act. I calmly revealed that I am the Editor of Malta-Media.com and that I was never actually planning to open an account. I was merely investigating HSBC Sliema’s customer service after receiving numerous complaints.

The look on their faces? Priceless.

Are Foreign Customers Facing Systemic Discrimination at HSBC Sliema?

There is a notable pattern in these reviews that suggests foreign customers may be facing disproportionate difficulties when dealing with HSBC Sliema. Several reviews explicitly mention issues that primarily affect non-Maltese customers, indicating that the bank's policies or operational practices could be discriminatory—whether intentional or not.

Key Observations from the Reviews Regarding Foreign Customers

Preference for Maltese Customers – Reviewer: “I'm Jack”
“No matter how long you stand there, they always let Maltese people in first.”

Suggests preferential treatment for Maltese customers over foreigners.

Delays in Account Openings

• Reviewer: Kristina Miteva – “If you are a foreigner and need to open a bank account, you would have better luck applying for citizenship first.”
• Reviewer: Юрій Костюк – “I was told to come in person to open an account, only to be turned away. Appointment ~ 2 months ahead.”

Foreign customers face excessive delays and contradictory instructions.

Bureaucratic Hurdles for Foreigners

Reviewer: Özgür Can – “If you don’t have an HSBC account and bring a check in your name, they make you book an appointment.”

Foreign customers face unnecessary red tape, deterring them from banking.

Poor Customer Care and Exclusion

Reviewer: Dmitry Mandrik – “Zero care about customers, long reply times or no replies at all.”

HSBC shows little effort in assisting foreign customers.

Inaccessible Banking Hours for Foreign Workers

Reviewer: Emilia Zieba – “Open from 8:30 to 12, Monday to Friday—working people can’t find them open.”

Banking hours seem designed for non-working residents, making access difficult for foreign employees.

Is HSBC Sliema Discriminating Against Foreign Customers?

While there is no direct evidence of official racist policies, the overwhelming pattern in these reviews suggests systemic disadvantages for non-Maltese customers. Key indicators include:

✅ Longer wait times for foreigners compared to Maltese customers.
✅  Stricter requirements for opening accounts, even when documents are valid.
✅ Bureaucratic barriers that seem designed to deter foreign applicants.
✅   Multiple reports of preferential treatment towards Maltese customers.

If these patterns are consistent across multiple branches or HSBC Malta as a whole, it could indicate a wider systemic issue rather than just poor service at one location. Further investigation—such as customer data analysis or official complaints from affected individuals—could help confirm whether these practices amount to institutional discrimination.

But Wait, It Gets Worse: HSBC Sliema’s “Sterling” Reputation

While we have already highlighted numerous complaints from foreign customers, the dissatisfaction with HSBC Sliema goes beyond just non-Maltese residents. The following reviews showcase a general pattern of poor service, inefficiency, and customer neglect, affecting both locals and expatriates alike.

Endless delays and appointments that lead nowhere seem to be a common theme at HSBC Sliema. Sayed Atik applied for an appointment almost a year ago, only to be granted one eight months later. After submitting all required documents in October, he is still waiting. Customers face unreasonable delays, often stretching for months, just to make progress in opening an account.

Lack of staff and absurd wait times add to the frustration. GO Nadia Grillo describes the service as terrible, warning customers to be prepared to lose an entire day waiting. The chronic staff shortage results in unbearably long queues, making a simple banking errand an exhausting ordeal.

Unhelpful policies and forced reactivations only compound the inefficiency. Zoltan wanted to close his inactive account but was sent to the cashier queue, where he waited 30 minutes, only to be told he first needed to reactivate it. Instead of simplifying procedures, HSBC seems determined to add unnecessary bureaucratic steps that inconvenience customers.

A reputation for poor customer service follows HSBC Sliema like a dark cloud. Célio Guimarães laments that while banking service in Malta is generally bad, HSBC manages to stand out for all the wrong reasons. With complaints spanning several years, it’s evident that these service failures are neither new nor improving.

Lack of transparency and extra fees have also left customers disillusioned. Marthese Xuereb points out that HSBC discourages branch visits while simultaneously increasing charges for nearly every transaction. Customers feel they are being pushed away from in-person banking, only to be hit with more fees when they have no other option.

A banking system that lacks basic customer care has become the standard. Beruni.B describes the chaos of 40 people waiting outside while only one person is working inside. This level of mismanagement continues to frustrate customers, turning even the simplest interactions into a test of patience.

Card delivery issues and banking neglect further highlight HSBC’s incompetence. Antonella, whose debit card expired in August, still hadn’t received a replacement by November. Even something as routine as issuing a new card turns into an extended waiting game.

Lack of empathy for customers in need is the final nail in the coffin. Elīna Jefremova stood in line for an hour just to deposit a check while holding her five-month-old baby. Not a single HSBC employee offered any assistance. Even customers in difficult situations are met with complete indifference, proving once again that HSBC Sliema operates with little regard for those who rely on its services.

A Clear Pattern of Dysfunction

These reviews reinforce the chaotic, slow, and unfriendly service that HSBC Sliema has built a reputation for. The bank seems to operate under a system where:

✅ Appointments take months to schedule—and even longer to complete.
✅ Staff shortages create extreme delays, making a trip to HSBC an all-day commitment.
✅ Policies feel designed to inconvenience customers, rather than streamline services.
✅   Customer care is almost non-existent, with urgent matters often ignored.

Whether its foreigners struggling with discrimination, locals battling inefficiency, or both facing outright neglect, HSBC Sliema appears to be a prime example of how NOT to run a bank.

The Verdict: HSBC Sliema, where Banking becomes a Survival Test

If you love standing in endless queues, being ignored or misinformed, and engaging in unnecessary bureaucratic gymnastics, HSBC Sliema is the perfect bank for you. Otherwise, you might want to consider keeping your money literally anywhere else.

HSBC Sliema: Making banking harder than it needs to be – one appointment at a time.

Conclusion

HSBC Sliema's reputation for inefficiency, long wait times, and poor customer service is well-earned. The bank's bureaucratic hurdles, especially for foreign customers, create unnecessary frustration. Whether you're a local or an expatriate, dealing with HSBC Sliema can turn a simple banking task into a time-consuming ordeal. If you value efficiency and customer care, it might be wise to look elsewhere for your banking needs.

FAQs

Why is HSBC Sliema so difficult to deal with?
HSBC Sliema has a reputation for long wait times, excessive bureaucracy, and poor customer service. Many customers have reported issues with delayed appointments and excessive documentation requirements.

How long does it take to schedule an appointment at HSBC Sliema?
Scheduling an appointment at HSBC Sliema can take weeks, with some customers reporting delays of up to two months or more.

Are foreign customers treated differently at HSBC Sliema?
Several reviews suggest that foreign customers face more difficulties than Maltese customers, including longer wait times and stricter documentation requirements.

What documents are required to open an account at HSBC Sliema?
HSBC Sliema requires extensive documentation, including income tax returns, VAT certificates, and more. Customers have reported that even valid documents can be rejected, leading to unnecessary delays.

How does HSBC Sliema's appointment system work?
HSBC Sliema's appointment system is often criticized for being inefficient. Customers report long wait times to secure appointments, sometimes taking months, and still face delays in processing.

Why are there so many complaints about HSBC Sliema's service?
Common complaints include long waiting times, unhelpful customer service, excessive bureaucracy, and lack of transparency in policies.

Can foreign workers access banking services at HSBC Sliema?
HSBC Sliema's limited banking hours, which are typically from 8:30 AM to 12:00 PM, make it difficult for foreign workers to access services, as these hours don't accommodate working professionals.

Is HSBC Sliema understaffed?
Yes, many customers have reported that HSBC Sliema is severely understaffed, leading to long queues and wait times, sometimes forcing customers to spend the entire day at the branch.

What happens if I miss an appointment at HSBC Sliema?
Missing an appointment can lead to further delays, as rescheduling is difficult due to the limited availability of slots. Customers are advised to arrive early to avoid missing their appointment.

Is HSBC Sliema's customer care helpful?
According to numerous reviews, HSBC Sliema's customer care is often unresponsive, with long reply times or no replies at all. Customers feel neglected and ignored, even in urgent situations.