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Complaints data

Every 6 months both the Financial Conduct Authority and the Financial Ombudsman Service publish complaints data about individual financial businesses.

Providing excellent customer service and satisfaction is very important to everyone at HSBC, and when things go wrong we want to resolve them quickly and fairly.

We've provided a summary of our complaints data for the second half of 2023. To see how we've done, simply click on one of our three companies below.

HSBC UK Bank plc includes both HSBC Bank and first direct complaints data. To see a summary for HSBC UK Bank plc or for the individual brands, please select a link below.

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2023

 

Brands/trading names covered: HSBC UK Bank, first direct

Product/Service Group Number of complaints opened by volume of business
Number of complaints opened
Number of complaints closed
% closed within 3 days
% closed after 3 days but within 8 weeks
% upheld1
Main cause of complaints opened
Banking & Credit Cards

3.9 per 1,000 accounts

105,259

102,509

70.8%

28.9%

61.6%

General Admin/ Customer Service

Home Finance

6.13 per 1,000 balances outstanding

5,854

6,045

39.8%

58.4%

60.1%

General Admin/ Customer Service

Insurance and Pure Protection

0.1 per 1,000 policies in force

737

793

28.9%

64.4%

42.1%

Advising/Selling/Arranging

Decumulation2 & Pensions

0.12 per 1,000 policies in force

39

44

13.6%

61.4%

59.1%

Advising/ Selling/ Arranging

Investments

1.23 per 1,000 client accounts 1,305 1,306 19.0% 74.6% 72.1%

General Admin/ Customer Service

Credit Related

7.37 per 1,000 accounts/loans 6,428 6,317 - - 51.6%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2023

 

Brands/trading names covered: HSBC UK Bank, first direct

Product/Service Group Banking & Credit Cards
Number of complaints opened by volume of business

3.9 per 1,000 accounts

Number of complaints opened

105,259

Number of complaints closed

102,509

% closed within 3 days

70.8%

% closed after 3 days but within 8 weeks

28.9%

% upheld1

61.6%

Main cause of complaints opened

General Admin/ Customer Service

Product/Service Group Home Finance
Number of complaints opened by volume of business

6.13 per 1,000 balances outstanding

Number of complaints opened

5,854

Number of complaints closed

6,045

% closed within 3 days

39.8%

% closed after 3 days but within 8 weeks

58.4%

% upheld1

60.1%

Main cause of complaints opened

General Admin/ Customer Service

Product/Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.1 per 1,000 policies in force

Number of complaints opened

737

Number of complaints closed

793

% closed within 3 days

28.9%

% closed after 3 days but within 8 weeks

64.4%

% upheld1

42.1%

Main cause of complaints opened

Advising/Selling/Arranging

Product/Service Group

Decumulation2 & Pensions

Number of complaints opened by volume of business

0.12 per 1,000 policies in force

Number of complaints opened

39

Number of complaints closed

44

% closed within 3 days

13.6%

% closed after 3 days but within 8 weeks

61.4%

% upheld1

59.1%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product/Service Group

Investments

Number of complaints opened by volume of business
1.23 per 1,000 client accounts
Number of complaints opened
1,305
Number of complaints closed
1,306
% closed within 3 days
19.0%
% closed after 3 days but within 8 weeks
74.6%
% upheld1
72.1%
Main cause of complaints opened

General Admin/ Customer Service

Product/Service Group

Credit Related

Number of complaints opened by volume of business
7.37 per 1,000 accounts/loans
Number of complaints opened
6,428
Number of complaints closed
6,317
% closed within 3 days
-
% closed after 3 days but within 8 weeks
-
% upheld1
51.6%
Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2023

 

Brands/trading names covered: HSBC UK Bank 

Product / Service Group
Number of complaints opened by volume of business
Number of complaints opened
Number of complaints closed
% closed within 3 days
% closed after 3 days but within 8 weeks
% upheld1
Main cause of complaints opened

Banking & Credit Cards

4.03 per 1,000 accounts

92,903

89,800

71.3%

28.4%

63.7%

General Admin/ Customer Service

Home Finance

6.36 per 1,000 balances outstanding

5,229

5,352

39.3%

58.8%

60.7%

General Admin/ Customer Service

Insurance and Pure Protection

0.1 per 1,000 policies in force

675

722

28.8%

64.0%

42.2%

Advising/Selling/Arranging

Decumulation2 & Pensions

0.12 per 1,000 policies in force

39

44

13.6%

61.4%

59.1%

Advising/  Selling/ Arranging

Investments

1.16 per 1,000 client accounts

1,204

1,204

18.1%

75.2%

72.0%

General Admin/ Customer Service

Credit Related

8.05 per 1,000 accounts/loans

6,034

5,903

-

-

52.3%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2023

 

Brands/trading names covered: HSBC UK Bank 

Product / Service Group

Banking & Credit Cards

Number of complaints opened by volume of business

4.03 per 1,000 accounts

Number of complaints opened

92,903

Number of complaints closed

89,800

% closed within 3 days

71.3%

% closed after 3 days but within 8 weeks

28.4%

% upheld1

63.7%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Home Finance

Number of complaints opened by volume of business

6.36 per 1,000 balances outstanding

Number of complaints opened

5,229

Number of complaints closed

5,352

% closed within 3 days

39.3%

% closed after 3 days but within 8 weeks

58.8%

% upheld1

60.7%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.1 per 1,000 policies in force

Number of complaints opened

675

Number of complaints closed

722

% closed within 3 days

28.8%

% closed after 3 days but within 8 weeks

64.0%

% upheld1

42.2%

Main cause of complaints opened

Advising/Selling/Arranging

Product / Service Group

Decumulation2 & Pensions

Number of complaints opened by volume of business

0.12 per 1,000 policies in force

Number of complaints opened

39

Number of complaints closed

44

% closed within 3 days

13.6%

% closed after 3 days but within 8 weeks

61.4%

% upheld1

59.1%

Main cause of complaints opened

Advising/  Selling/ Arranging

Product / Service Group

Investments

Number of complaints opened by volume of business

1.16 per 1,000 client accounts

Number of complaints opened

1,204

Number of complaints closed

1,204

% closed within 3 days

18.1%

% closed after 3 days but within 8 weeks

75.2%

% upheld1

72.0%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

8.05 per 1,000 accounts/loans

Number of complaints opened

6,034

Number of complaints closed

5,903

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

52.3%

Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2023

 

Brands/trading names covered: first direct 

Product / Service Group
Number of complaints opened by volume of business Number of complaints opened
Number of complaints closed
% closed within 3 days
% closed after 3 days but within 8 weeks
% upheld1
Main cause of complaints opened

Banking & Credit Cards

3.14 per 1,000 accounts

12,356

12,709

67.1%

32.7%

46.6%

General Admin/ Customer Service

Home Finance

4.7 per 1,000 balances outstanding

625

693

43.6%

55.8%

55.6%

General Admin/ Customer Service

Insurance and Pure Protection

0.13 per 1,000 policies in force

62

71

29.6%

69.0%

40.8%

General Admin/ Customer Service

Decumulation2 & Pensions

N/A

-

-

-

-

-

-

Investments

4.44 per 1,000 client accounts

101

102

29.4%

66.7%

72.5%

General Admin/ Customer Service

Credit Related

3.23 per 1,000 accounts/loans

394

414

-

-

41.5%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2023

 

Brands/trading names covered: first direct 

Product / Service Group

Banking & Credit Cards

Number of complaints opened by volume of business

3.14 per 1,000 accounts

Number of complaints opened

12,356

Number of complaints closed

12,709

% closed within 3 days

67.1%

% closed after 3 days but within 8 weeks

32.7%

% upheld1

46.6%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Home Finance

Number of complaints opened by volume of business

4.7 per 1,000 balances outstanding

Number of complaints opened

625

Number of complaints closed

693

% closed within 3 days

43.6%

% closed after 3 days but within 8 weeks

55.8%

% upheld1

55.6%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.13 per 1,000 policies in force

Number of complaints opened

62

Number of complaints closed

71

% closed within 3 days

29.6%

% closed after 3 days but within 8 weeks

69.0%

% upheld1

40.8%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Decumulation2 & Pensions

Number of complaints opened by volume of business

N/A

Number of complaints opened

-

Number of complaints closed

-

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

-

Main cause of complaints opened

-

Product / Service Group

Investments

Number of complaints opened by volume of business

4.44 per 1,000 client accounts

Number of complaints opened

101

Number of complaints closed

102

% closed within 3 days

29.4%

% closed after 3 days but within 8 weeks

66.7%

% upheld1

72.5%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

3.23 per 1,000 accounts/loans

Number of complaints opened

394

Number of complaints closed

414

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

41.5%

Main cause of complaints opened

-

Notes

† HSBC UK Bank plc includes both HSBC UK Bank and first direct complaints data.  Table shows the complaints data specific to the named brand/trading name only.

1 'Complaints upheld by firm' refers to the percentage of complaints that the bank has found in the customer's favour either in whole or part.

2 'Decumulation' is the way in which customers can turn their accumulated assets into an income. This can be done, for example, to help provide an income for retirement.

See how we're doing compared with the rest

For further information and published complaints data, including other UK banks, visit:

Financial Conduct Authority

Financial Ombudsman Service

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