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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 first 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 January to 30 June 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

101,716

102,817

78.6%

21.2%

60.0%

General Admin/ Customer Service

Home Finance

6.34 per 1,000 balances outstanding

6,015

5,987

41.2%

57.2%

63.0%

General Admin/ Customer Service

Insurance and Pure Protection

0.09 per 1,000 policies in force

657

724

25.7%

62.8%

46.4%

General Admin/ Customer Service

Decumulation2 & Pensions

0.15 per 1,000 policies in force

48

42

19.0%

35.7%

69.0%

Advising/ Selling/ Arranging

Investments

1.3 per 1,000 client accounts 1,358 1,400 20.4% 76.0% 65.1%

General Admin/ Customer Service

Credit Related

6.89 per 1,000 accounts/loans 6,004 6,087 - - 54.7%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 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

101,716

Number of complaints closed

102,817

% closed within 3 days

78.6%

% closed after 3 days but within 8 weeks

21.2%

% upheld1

60.0%

Main cause of complaints opened

General Admin/ Customer Service

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

6.34 per 1,000 balances outstanding

Number of complaints opened

6,015

Number of complaints closed

5,987

% closed within 3 days

41.2%

% closed after 3 days but within 8 weeks

57.2%

% upheld1

63.0%

Main cause of complaints opened

General Admin/ Customer Service

Product/Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.09 per 1,000 policies in force

Number of complaints opened

657

Number of complaints closed

724

% closed within 3 days

25.7%

% closed after 3 days but within 8 weeks

62.8%

% upheld1

46.4%

Main cause of complaints opened

General Admin/ Customer Service

Product/Service Group

Decumulation2 & Pensions

Number of complaints opened by volume of business

0.15 per 1,000 policies in force

Number of complaints opened

48

Number of complaints closed

42

% closed within 3 days

19.0%

% closed after 3 days but within 8 weeks

35.7%

% upheld1

69.0%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product/Service Group

Investments

Number of complaints opened by volume of business
1.3 per 1,000 client accounts
Number of complaints opened
1,358
Number of complaints closed
1,400
% closed within 3 days
20.4%
% closed after 3 days but within 8 weeks
76.0%
% upheld1
65.1%
Main cause of complaints opened

General Admin/ Customer Service

Product/Service Group

Credit Related

Number of complaints opened by volume of business
6.89 per 1,000 accounts/loans
Number of complaints opened
6,004
Number of complaints closed
6,087
% closed within 3 days
-
% closed after 3 days but within 8 weeks
-
% upheld1
54.7%
Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 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

3.97 per 1,000 accounts

88,620

89,807

79.7%

20.1%

61.5%

General Admin/ Customer Service

Home Finance

6.44 per 1,000 balances outstanding

5,227

5,246

41.1%

57.1%

63.1%

General Admin/ Customer Service

Insurance and Pure Protection

0.08 per 1,000 policies in force

594

673

23.5%

64.2%

47.4%

General Admin/ Customer Service

Decumulation2 & Pensions

0.15 per 1,000 policies in force

48

42

19.0%

35.7%

69.0%

Advising/  Selling/ Arranging

Investments

1.25 per 1,000 client accounts

1,272

1,319

19.3%

77.1%

65.8%

General Admin/ Customer Service

Credit Related

7.4 per 1,000 accounts/loans

5,570

5,651

-

-

56.1%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2023 

 

Brands/trading names covered: HSBC UK Bank 

Product / Service Group

Banking & Credit Cards

Number of complaints opened by volume of business

3.97 per 1,000 accounts

Number of complaints opened

88,620

Number of complaints closed

89,807

% closed within 3 days

79.7%

% closed after 3 days but within 8 weeks

20.1%

% upheld1

61.5%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Home Finance

Number of complaints opened by volume of business

6.44 per 1,000 balances outstanding

Number of complaints opened

5,227

Number of complaints closed

5,246

% closed within 3 days

41.1%

% closed after 3 days but within 8 weeks

57.1%

% upheld1

63.1%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.08 per 1,000 policies in force

Number of complaints opened

594

Number of complaints closed

673

% closed within 3 days

23.5%

% closed after 3 days but within 8 weeks

64.2%

% upheld1

47.4%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Decumulation2 & Pensions

Number of complaints opened by volume of business

0.15 per 1,000 policies in force

Number of complaints opened

48

Number of complaints closed

42

% closed within 3 days

19.0%

% closed after 3 days but within 8 weeks

35.7%

% upheld1

69.0%

Main cause of complaints opened

Advising/  Selling/ Arranging

Product / Service Group

Investments

Number of complaints opened by volume of business

1.25 per 1,000 client accounts

Number of complaints opened

1,272

Number of complaints closed

1,319

% closed within 3 days

19.3%

% closed after 3 days but within 8 weeks

77.1%

% upheld1

65.8%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

7.4 per 1,000 accounts/loans

Number of complaints opened

5,570

Number of complaints closed

5,651

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

56.1%

Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 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

3.48 per 1,000 accounts

13,096

13,010

71.1%

28.8%

49.4%

General Admin/ Customer Service

Home Finance

5.73 per 1,000 balances outstanding

788

741

41.7%

57.9%

62.2%

General Admin/ Customer Service

Insurance and Pure Protection

0.13 per 1,000 policies in force

63

51

54.9%

45.1%

33.3%

General Admin/ Customer Service

Decumulation2 & Pensions

N/A

-

-

-

-

-

-

Investments

3.8 per 1,000 client accounts

86

81

38.3%

58.0%

53.1%

General Admin/ Customer Service

Credit Related

3.64 per 1,000 accounts/loans

434

436

-

-

36.0%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2023

 

Brands/trading names covered: first direct 

Product / Service Group

Banking & Credit Cards

Number of complaints opened by volume of business

3.48 per 1,000 accounts

Number of complaints opened

13,096

Number of complaints closed

13,010

% closed within 3 days

71.1%

% closed after 3 days but within 8 weeks

28.8%

% upheld1

49.4%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Home Finance

Number of complaints opened by volume of business

5.73 per 1,000 balances outstanding

Number of complaints opened

788

Number of complaints closed

741

% closed within 3 days

41.7%

% closed after 3 days but within 8 weeks

57.9%

% upheld1

62.2%

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

63

Number of complaints closed

51

% closed within 3 days

54.9%

% closed after 3 days but within 8 weeks

45.1%

% upheld1

33.3%

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

3.8 per 1,000 client accounts

Number of complaints opened

86

Number of complaints closed

81

% closed within 3 days

38.3%

% closed after 3 days but within 8 weeks

58.0%

% upheld1

53.1%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

3.64 per 1,000 accounts/loans

Number of complaints opened

434

Number of complaints closed

436

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

36.0%

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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