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 2018. 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 Bank plc or for the individual brands, please select a link below.

Firm name: HSBC UK Bank plc

Period covered in this report: 1st July to 31st December 2018

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

HSBC UK 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

8.73 per 1,000 accounts 204,360

204,775

74.7%

24.3%

56.1%

General Admin/ Customer Service

Home finance

14.31 per 1,000 balances outstanding 12,648

12,989

61.4%

36.5%

68.1%

General Admin/ Customer Service

Insurance and Pure Protection

13.37 per 1,000 policies in force

83,406

85,293

18%

81.2%

65.4%

Advising/ Selling/ Arranging

Decumulation2 and pensions

6.03 per 1,000 policies in force

56

75

22.7%

50.7%

21.3%

Advising/ Selling/ Arranging

Investments

1.68 per 1,000 client accounts

1,543

1,706

37.5%

53%

50.8%

General Admin/ Customer Service

Credit related

11.08 per 1,000 accounts/loans

8,264

8,202

-

-

57.1%

-

Firm name: HSBC UK Bank plc

Period covered in this report: 1st July to 31st December 2018

Brands/trading names covered: HSBC UK Bank 

HSBC UK 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

9.11 per 1,000 accounts

183,939

184,726

74.7%

24.2%

56.5%

General Admin/ Customer Service

Home finance

13.8 per 1,000 balances outstanding

9,890

10,027

62.1%

35.5%

66.3%

General Admin/ Customer Service

Insurance and Pure Protection

12.54 per 1,000 policies in force

74,256

74,279

19.1%

80.6%

62.8%

Advising/ Selling/ Arranging

Decumulation2 and pensions

6.05 per 1,000 policies in force

56

75

22.7%

50.7%

21.3%

Advising/ Selling/ Arranging

Investments

1.6 per 1,000 client accounts

1,437

1,600

35.4%

54.5%

50.3%

General Admin/ Customer Service

Credit related

12.62 per 1,000 accounts/loans

7,909

7,852

-

-

57.7%

-

Firm name: HSBC UK Bank plc

Period covered in this report: 1st July to 31st December 2018

Brands/trading names covered: first direct 

HSBC UK 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

6.34 per 1,000 accounts

20,421

20,049

74.7%

25.2%

52.5%

General Admin/ Customer Service

Home finance

16.54 per 1,000 balances outstanding

2,758

2,962

59%

39.7%

74.1%

General Admin/ Customer Service

Insurance and Pure Protection

28.88 per 1,000 policies in force

9,150

11,014

10.5%

85.1%

83%

Advising/ Selling/ Arranging

Decumulation2 and pensions

-

0

0

-

-

-

-

Investments

4.66 per 1,000 client accounts

106

106

68.9%

31.1%

59.4%

General Admin/ Customer Service

Credit related

2.97 per 1,000 accounts/loans

355

350

-

-

44.9%

-

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