I too have been subjected to absolutely appalling service from HSBC Customer Services. They seem to think that using pompous, ridiculous titles and long words incorrectly can cover up for unacceptable failings: it does the opposite. This jargon buster is for any poor unfortunate souls undergoing this unpleasant and distressing HSBC ordeal. For 'Complaints Advocate' read: 'callous, corporate lacky exploiting hard working people' For Complaints Specialist read 'flunked GCSEs but Daddy got me this cushy job' For 'investigation' read 'we are covering up for doing absolutely nothing' For 'insinuation' read 'we blame honest customers for speaking up about our extreme poor standards' For 'clarification read 'we are covering up for repeat failings that most pre-adolescents could accomplish with their eyes closed. Like many others, I would rate much lower than 1 star if possible