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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 2020. 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 2020

 

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

5.91 per 1,000 accounts

143,776

142,570

66.0%

33.1%

57.9%

General Admin/ Customer Service

Home Finance

13.46 per 1,000 balances outstanding

13,033

12,646

34.8%

56.0%

65.0%

General Admin/ Customer Service

Insurance and Pure Protection

1.36 per 1,000 policies in force

8,358

17,253

18.3%

27.6%

67.5%

Advising/ Selling/ Arranging

Decumulation2 & Pensions

0.17 per 1,000 policies in force

53

57

8.8%

59.6%

45.6%

Advising/ Selling/ Arranging

Investments

2.16 per 1,000 client accounts

2,232

2,437

25.4%

65.3%

54.2%

General Admin/ Customer Service

Credit Related

36.81 per 1,000 accounts/loans

26,272

28,511

-

-

65.9%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2020

 

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

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

5.91 per 1,000 accounts

Number of complaints opened

143,776

Number of complaints closed

142,570

% closed within 3 days

66.0%

% closed after 3 days but within 8 weeks

33.1%

% upheld1

57.9%

Main cause of complaints opened

General Admin/ Customer Service

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

13.46 per 1,000 balances outstanding

Number of complaints opened

13,033

Number of complaints closed

12,646

% closed within 3 days

34.8%

% closed after 3 days but within 8 weeks

56.0%

% upheld1

65.0%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business

1.36 per 1,000 policies in force

Number of complaints opened

8,358

Number of complaints closed

17,253

% closed within 3 days

18.3%

% closed after 3 days but within 8 weeks

27.6%

% upheld1

67.5%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product / Service Group
Decumulation2 & Pensions
Number of complaints opened by volume of business

0.17 per 1,000 policies in force

Number of complaints opened

53

Number of complaints closed

57

% closed within 3 days

8.8%

% closed after 3 days but within 8 weeks

59.6%

% upheld1

45.6%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product / Service Group
Investments
Number of complaints opened by volume of business

2.16 per 1,000 client accounts

Number of complaints opened

2,232

Number of complaints closed

2,437

% closed within 3 days

25.4%

% closed after 3 days but within 8 weeks

65.3%

% upheld1

54.2%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group
Credit Related
Number of complaints opened by volume of business

36.81 per 1,000 accounts/loans

Number of complaints opened

26,272

Number of complaints closed

28,511

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

65.9%

Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2020    

 

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

6.12 per 1,000 accounts

128,839

127,280

64.9%

34.2%

59.6%

General Admin/ Customer Service
Home Finance

13.89 per 1,000 balances outstanding

11,213

10,769

31.0%

58.6%

66.4%

General Admin/ Customer Service
Insurance and Pure Protection

1.39 per 1,000 policies in force

8,118

15,729

19.7%

27.3%

64.6%

Advising/Selling/Arranging
Decumulation2  & Pensions

0.16 per 1,000 policies in force

52

55

7.3%

60.0%

47.3%

Advising/Selling/Arranging
Investments

2.03 per 1,000 client accounts

2,053

2,229

24.1%

65.9%

55.5%

General Admin/ Customer Service
Credit Related

42.77 per 1,000 accounts/loans

25,601

27,800

-

-

66.5%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2020    

 

Brands/trading names covered: HSBC UK Bank 

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

6.12 per 1,000 accounts

Number of complaints opened

128,839

Number of complaints closed

127,280

% closed within 3 days

64.9%

% closed after 3 days but within 8 weeks

34.2%

% upheld1

59.6%

Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Home Finance
Number of complaints opened by volume of business

13.89 per 1,000 balances outstanding

Number of complaints opened

11,213

Number of complaints closed

10,769

% closed within 3 days

31.0%

% closed after 3 days but within 8 weeks

58.6%

% upheld1

66.4%

Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business

1.39 per 1,000 policies in force

Number of complaints opened

8,118

Number of complaints closed

15,729

% closed within 3 days

19.7%

% closed after 3 days but within 8 weeks

27.3%

% upheld1

64.6%

Main cause of complaints opened
Advising/Selling/Arranging
Product / Service Group
Decumulation2  & Pensions
Number of complaints opened by volume of business

0.16 per 1,000 policies in force

Number of complaints opened

52

Number of complaints closed

55

% closed within 3 days

7.3%

% closed after 3 days but within 8 weeks

60.0%

% upheld1

47.3%

Main cause of complaints opened
Advising/Selling/Arranging
Product / Service Group
Investments
Number of complaints opened by volume of business

2.03 per 1,000 client accounts

Number of complaints opened

2,053

Number of complaints closed

2,229

% closed within 3 days

24.1%

% closed after 3 days but within 8 weeks

65.9%

% upheld1

55.5%

Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Credit Related
Number of complaints opened by volume of business

42.77 per 1,000 accounts/loans

Number of complaints opened

25,601

Number of complaints closed

27,800

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

66.5%

Main cause of complaints opened
-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2020    

 

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

4.56 per 1,000 accounts

14,937

15,290

74.9%

24.5%

43.7%

General Admin/ Customer Service
Home Finance

11.34 per 1,000 balances outstanding

1,820

1,877

56.3%

41.3%

57.0%

General Admin/ Customer Service
Insurance and Pure Protection

0.69 per 1,000 policies in force

240

1,524

3.7%

30.8%

97.2%

Advising/Selling/Arranging
Decumulation2   & Pensions
N/A

1

2

50.0%

50.0%

0.0%

General Admin/ Customer Service
Investments

7.72 per 1,000 client accounts

179

208

38.5%

59.6%

40.4%

General Admin/ Customer Service
Credit Related

5.83 per 1,000 accounts/loans

671

711

-

-

43.6%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2020    

 

Brands/trading names covered: first direct 

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

4.56 per 1,000 accounts

Number of complaints opened

14,937

Number of complaints closed

15,290

% closed within 3 days

74.9%

% closed after 3 days but within 8 weeks

24.5%

% upheld1

43.7%

Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Home Finance
Number of complaints opened by volume of business

11.34 per 1,000 balances outstanding

Number of complaints opened

1,820

Number of complaints closed

1,877

% closed within 3 days

56.3%

% closed after 3 days but within 8 weeks

41.3%

% upheld1

57.0%

Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business

0.69 per 1,000 policies in force

Number of complaints opened

240

Number of complaints closed

1,524

% closed within 3 days

3.7%

% closed after 3 days but within 8 weeks

30.8%

% upheld1

97.2%

Main cause of complaints opened
Advising/Selling/Arranging
Product / Service Group
Decumulation2   & Pensions
Number of complaints opened by volume of business N/A
Number of complaints opened

1

Number of complaints closed

2

% closed within 3 days

50.0%

% closed after 3 days but within 8 weeks

50.0%

% upheld1

0.0%

Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Investments
Number of complaints opened by volume of business

7.72 per 1,000 client accounts

Number of complaints opened

179

Number of complaints closed

208

% closed within 3 days

38.5%

% closed after 3 days but within 8 weeks

59.6%

% upheld1

40.4%

Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Credit Related
Number of complaints opened by volume of business

5.83 per 1,000 accounts/loans

Number of complaints opened

671

Number of complaints closed

711

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

43.6%

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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