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 first half of 2025. To see how we've done, simply click on one of our two 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.

HSBC UK Bank plc
HSBC UK Bank
first direct

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**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	2.95 per 1,000 accounts	84,351	83,920	72.2%	27.5%	59.7%	General Admin/ Customer Service
Home Finance	5.42 per 1,000 balances outstanding	5,264	5,186	32.2%	65.2%	61.4%	General Admin/ Customer Service
Insurance and Pure Protection	0.06 per 1,000 policies in force	548	522	27.2%	71.1%	46.6%	General Admin/ Customer Service
Decumulation² & Pensions	0.21 per 1,000 policies in force	66	69	17.4%	49.3%	65.2%	General Admin/ Customer Service
Investments	1.03 per 1,000 client accounts	1,160	1,105	17.8%	77.9%	65.2%	General Admin/ Customer Service
Credit Related	6.1 per 1,000 accounts/loans	5,196	5,123	-	-	53.9%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.95 per 1,000 accounts
Number of complaints opened	84,351
Number of complaints closed	83,920
% closed within 3 days	72.2%
% closed after 3 days but within 8 weeks	27.5%
% upheld¹	59.7%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Home Finance
Number of complaints opened by volume of business	5.42 per 1,000 balances outstanding
Number of complaints opened	5,264
Number of complaints closed	5,186
% closed within 3 days	32.2%
% closed after 3 days but within 8 weeks	65.2%
% upheld¹	61.4%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.06 per 1,000 policies in force
Number of complaints opened	548
Number of complaints closed	522
% closed within 3 days	27.2%
% closed after 3 days but within 8 weeks	71.1%
% upheld¹	46.6%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.21 per 1,000 policies in force
Number of complaints opened	66
Number of complaints closed	69
% closed within 3 days	17.4%
% closed after 3 days but within 8 weeks	49.3%
% upheld¹	65.2%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Investments
Number of complaints opened by volume of business	1.03 per 1,000 client accounts
Number of complaints opened	1,160
Number of complaints closed	1,105
% closed within 3 days	17.8%
% closed after 3 days but within 8 weeks	77.9%
% upheld¹	65.2%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Credit Related
Number of complaints opened by volume of business	6.1 per 1,000 accounts/loans
Number of complaints opened	5,196
Number of complaints closed	5,123
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	53.9%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**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	3.07 per 1,000 accounts	75,102	74,549	73.0%	26.6%	61.0%	General Admin/ Customer Service
Home Finance	5.55 per 1,000 balances outstanding	4,709	4,631	30.5%	66.6%	61.8%	General Admin/ Customer Service
Insurance and Pure Protection	0.06 per 1,000 policies in force	501	476	23.9%	74.2%	46.6%	General Admin/ Customer Service
Decumulation² & Pensions	0.21 per 1,000 policies in force	66	69	17.4%	49.3%	65.2%	General Admin/ Customer Service
Investments	0.98 per 1,000 client accounts	1,073	1,012	16.9%	78.5%	64.5%	General Admin/ Customer Service
Credit Related	6.54 per 1,000 accounts/loans	4,745	4,678	-	-	54.6%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.07 per 1,000 accounts
Number of complaints opened	75,102
Number of complaints closed	74,549
% closed within 3 days	73.0%
% closed after 3 days but within 8 weeks	26.6%
% upheld¹	61.0%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	5.55 per 1,000 balances outstanding
Number of complaints opened	4,709
Number of complaints closed	4,631
% closed within 3 days	30.5%
% closed after 3 days but within 8 weeks	66.6%
% upheld¹	61.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.06 per 1,000 policies in force
Number of complaints opened	501
Number of complaints closed	476
% closed within 3 days	23.9%
% closed after 3 days but within 8 weeks	74.2%
% upheld¹	46.6%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.21 per 1,000 policies in force
Number of complaints opened	66
Number of complaints closed	69
% closed within 3 days	17.4%
% closed after 3 days but within 8 weeks	49.3%
% upheld¹	65.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Investments
Number of complaints opened by volume of business	0.98 per 1,000 client accounts
Number of complaints opened	1,073
Number of complaints closed	1,012
% closed within 3 days	16.9%
% closed after 3 days but within 8 weeks	78.5%
% upheld¹	64.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	6.54 per 1,000 accounts/loans
Number of complaints opened	4,745
Number of complaints closed	4,678
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	54.6%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**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	2.24 per 1,000 accounts	9,249	9,371	65.6%	34.1%	49.6%	General Admin/ Customer Service
Home Finance	4.49 per 1,000 balances outstanding	555	555	46.3%	52.8%	57.7%	General Admin/ Customer Service
Insurance and Pure Protection	0.1 per 1,000 policies in force	47	46	60.9%	39.1%	45.7%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.93 per 1,000 client accounts	87	93	28.0%	72.0%	72.0%	General Admin/ Customer Service
Credit Related	3.58 per 1,000 accounts/loans	451	445	-	-	47.4%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.24 per 1,000 accounts
Number of complaints opened	9,249
Number of complaints closed	9,371
% closed within 3 days	65.6%
% closed after 3 days but within 8 weeks	34.1%
% upheld¹	49.6%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	4.49 per 1,000 balances outstanding
Number of complaints opened	555
Number of complaints closed	555
% closed within 3 days	46.3%
% closed after 3 days but within 8 weeks	52.8%
% upheld¹	57.7%
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	47
Number of complaints closed	46
% closed within 3 days	60.9%
% closed after 3 days but within 8 weeks	39.1%
% upheld¹	45.7%
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	3.93 per 1,000 client accounts
Number of complaints opened	87
Number of complaints closed	93
% closed within 3 days	28.0%
% closed after 3 days but within 8 weeks	72.0%
% 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	3.58 per 1,000 accounts/loans
Number of complaints opened	451
Number of complaints closed	445
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	47.4%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** HSBC Bank plc
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	0.29 per 1,000 accounts	465	454	74.2%	20.0%	52.2%	General Admin/ Customer Service
Home Finance	N/A	-	-	-	-	-	-
Insurance and Pure Protection	0.15 per 1,000 policies in force	2	2	50.0%	50.0%	50.0%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.15 per 1,000 client accounts	47	54	22.2%	55.6%	66.7%	General Admin/ Customer Service
Credit Related	7.18 per 1,000 accounts/loans	41	41	-	-	53.7%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	0.29 per 1,000 accounts
Number of complaints opened	465
Number of complaints closed	454
% closed within 3 days	74.2%
% closed after 3 days but within 8 weeks	20.0%
% upheld¹	52.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
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	Insurance and Pure Protection
Number of complaints opened by volume of business	0.15 per 1,000 policies in force
Number of complaints opened	2
Number of complaints closed	2
% closed within 3 days	50.0%
% closed after 3 days but within 8 weeks	50.0%
% upheld¹	50.0%
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	3.15 per 1,000 client accounts
Number of complaints opened	47
Number of complaints closed	54
% closed within 3 days	22.2%
% closed after 3 days but within 8 weeks	55.6%
% upheld¹	66.7%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	7.18 per 1,000 accounts/loans
Number of complaints opened	41
Number of complaints closed	41
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	53.7%
Main cause of complaints opened	-

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.

HSBC UK Bank plc
HSBC UK Bank
first direct

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**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	2.95 per 1,000 accounts	84,351	83,920	72.2%	27.5%	59.7%	General Admin/ Customer Service
Home Finance	5.42 per 1,000 balances outstanding	5,264	5,186	32.2%	65.2%	61.4%	General Admin/ Customer Service
Insurance and Pure Protection	0.06 per 1,000 policies in force	548	522	27.2%	71.1%	46.6%	General Admin/ Customer Service
Decumulation² & Pensions	0.21 per 1,000 policies in force	66	69	17.4%	49.3%	65.2%	General Admin/ Customer Service
Investments	1.03 per 1,000 client accounts	1,160	1,105	17.8%	77.9%	65.2%	General Admin/ Customer Service
Credit Related	6.1 per 1,000 accounts/loans	5,196	5,123	-	-	53.9%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.95 per 1,000 accounts
Number of complaints opened	84,351
Number of complaints closed	83,920
% closed within 3 days	72.2%
% closed after 3 days but within 8 weeks	27.5%
% upheld¹	59.7%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Home Finance
Number of complaints opened by volume of business	5.42 per 1,000 balances outstanding
Number of complaints opened	5,264
Number of complaints closed	5,186
% closed within 3 days	32.2%
% closed after 3 days but within 8 weeks	65.2%
% upheld¹	61.4%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.06 per 1,000 policies in force
Number of complaints opened	548
Number of complaints closed	522
% closed within 3 days	27.2%
% closed after 3 days but within 8 weeks	71.1%
% upheld¹	46.6%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.21 per 1,000 policies in force
Number of complaints opened	66
Number of complaints closed	69
% closed within 3 days	17.4%
% closed after 3 days but within 8 weeks	49.3%
% upheld¹	65.2%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Investments
Number of complaints opened by volume of business	1.03 per 1,000 client accounts
Number of complaints opened	1,160
Number of complaints closed	1,105
% closed within 3 days	17.8%
% closed after 3 days but within 8 weeks	77.9%
% upheld¹	65.2%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Credit Related
Number of complaints opened by volume of business	6.1 per 1,000 accounts/loans
Number of complaints opened	5,196
Number of complaints closed	5,123
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	53.9%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**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	3.07 per 1,000 accounts	75,102	74,549	73.0%	26.6%	61.0%	General Admin/ Customer Service
Home Finance	5.55 per 1,000 balances outstanding	4,709	4,631	30.5%	66.6%	61.8%	General Admin/ Customer Service
Insurance and Pure Protection	0.06 per 1,000 policies in force	501	476	23.9%	74.2%	46.6%	General Admin/ Customer Service
Decumulation² & Pensions	0.21 per 1,000 policies in force	66	69	17.4%	49.3%	65.2%	General Admin/ Customer Service
Investments	0.98 per 1,000 client accounts	1,073	1,012	16.9%	78.5%	64.5%	General Admin/ Customer Service
Credit Related	6.54 per 1,000 accounts/loans	4,745	4,678	-	-	54.6%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.07 per 1,000 accounts
Number of complaints opened	75,102
Number of complaints closed	74,549
% closed within 3 days	73.0%
% closed after 3 days but within 8 weeks	26.6%
% upheld¹	61.0%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	5.55 per 1,000 balances outstanding
Number of complaints opened	4,709
Number of complaints closed	4,631
% closed within 3 days	30.5%
% closed after 3 days but within 8 weeks	66.6%
% upheld¹	61.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.06 per 1,000 policies in force
Number of complaints opened	501
Number of complaints closed	476
% closed within 3 days	23.9%
% closed after 3 days but within 8 weeks	74.2%
% upheld¹	46.6%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.21 per 1,000 policies in force
Number of complaints opened	66
Number of complaints closed	69
% closed within 3 days	17.4%
% closed after 3 days but within 8 weeks	49.3%
% upheld¹	65.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Investments
Number of complaints opened by volume of business	0.98 per 1,000 client accounts
Number of complaints opened	1,073
Number of complaints closed	1,012
% closed within 3 days	16.9%
% closed after 3 days but within 8 weeks	78.5%
% upheld¹	64.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	6.54 per 1,000 accounts/loans
Number of complaints opened	4,745
Number of complaints closed	4,678
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	54.6%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**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	2.24 per 1,000 accounts	9,249	9,371	65.6%	34.1%	49.6%	General Admin/ Customer Service
Home Finance	4.49 per 1,000 balances outstanding	555	555	46.3%	52.8%	57.7%	General Admin/ Customer Service
Insurance and Pure Protection	0.1 per 1,000 policies in force	47	46	60.9%	39.1%	45.7%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.93 per 1,000 client accounts	87	93	28.0%	72.0%	72.0%	General Admin/ Customer Service
Credit Related	3.58 per 1,000 accounts/loans	451	445	-	-	47.4%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.24 per 1,000 accounts
Number of complaints opened	9,249
Number of complaints closed	9,371
% closed within 3 days	65.6%
% closed after 3 days but within 8 weeks	34.1%
% upheld¹	49.6%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	4.49 per 1,000 balances outstanding
Number of complaints opened	555
Number of complaints closed	555
% closed within 3 days	46.3%
% closed after 3 days but within 8 weeks	52.8%
% upheld¹	57.7%
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	47
Number of complaints closed	46
% closed within 3 days	60.9%
% closed after 3 days but within 8 weeks	39.1%
% upheld¹	45.7%
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	3.93 per 1,000 client accounts
Number of complaints opened	87
Number of complaints closed	93
% closed within 3 days	28.0%
% closed after 3 days but within 8 weeks	72.0%
% 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	3.58 per 1,000 accounts/loans
Number of complaints opened	451
Number of complaints closed	445
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	47.4%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** HSBC Bank plc
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	0.29 per 1,000 accounts	465	454	74.2%	20.0%	52.2%	General Admin/ Customer Service
Home Finance	N/A	-	-	-	-	-	-
Insurance and Pure Protection	0.15 per 1,000 policies in force	2	2	50.0%	50.0%	50.0%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.15 per 1,000 client accounts	47	54	22.2%	55.6%	66.7%	General Admin/ Customer Service
Credit Related	7.18 per 1,000 accounts/loans	41	41	-	-	53.7%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2025

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	0.29 per 1,000 accounts
Number of complaints opened	465
Number of complaints closed	454
% closed within 3 days	74.2%
% closed after 3 days but within 8 weeks	20.0%
% upheld¹	52.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
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	Insurance and Pure Protection
Number of complaints opened by volume of business	0.15 per 1,000 policies in force
Number of complaints opened	2
Number of complaints closed	2
% closed within 3 days	50.0%
% closed after 3 days but within 8 weeks	50.0%
% upheld¹	50.0%
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	3.15 per 1,000 client accounts
Number of complaints opened	47
Number of complaints closed	54
% closed within 3 days	22.2%
% closed after 3 days but within 8 weeks	55.6%
% upheld¹	66.7%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	7.18 per 1,000 accounts/loans
Number of complaints opened	41
Number of complaints closed	41
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	53.7%
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

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.

HSBC UK Bank plc

HSBC Bank plc

Notes

See how we're doing compared with the rest

Customer support