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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 2021. 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 2021

 

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

142,600

144,067

65.5%

32.0%

56.4%

General Admin/ Customer Service

Home Finance

7.40 per 1,000 balances outstanding

6,931

6,868

33.8%

64.1%

63.5%

General Admin/ Customer Service

Insurance and Pure Protection

0.47 per 1,000 policies in force

3,802

2,969

24.7%

41.6%

43.4%

Advising/ Selling/ Arranging

Decumulation2 & Pensions

0.16 per 1,000 policies in force

50

52

30.8%

42.3%

65.4%

Advising/ Selling/ Arranging

Investments

1.80 per 1,000 client accounts

1,842

1,879

20.6%

72.4%

64.4%

General Admin/ Customer Service

Credit Related

13.63 per 1,000 accounts/loans

8,706

9,097

-

-

50.0%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2021

 

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

142,600

Number of complaints closed

144,067

% closed within 3 days

65.5%

% closed after 3 days but within 8 weeks

32.0%

% upheld1

56.4%

Main cause of complaints opened

General Admin/ Customer Service

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

7.40 per 1,000 balances outstanding

Number of complaints opened

6,931

Number of complaints closed

6,868

% closed within 3 days

33.8%

% closed after 3 days but within 8 weeks

64.1%

% upheld1

63.5%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.47 per 1,000 policies in force

Number of complaints opened

3,802

Number of complaints closed

2,969

% closed within 3 days

24.7%

% closed after 3 days but within 8 weeks

41.6%

% upheld1

43.4%

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

50

Number of complaints closed

52

% closed within 3 days

30.8%

% closed after 3 days but within 8 weeks

42.3%

% upheld1

65.4%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product / Service Group

Investments

Number of complaints opened by volume of business

1.80 per 1,000 client accounts

Number of complaints opened

1,842

Number of complaints closed

1,879

% closed within 3 days

20.6%

% closed after 3 days but within 8 weeks

72.4%

% upheld1

64.4%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

13.63 per 1,000 accounts/loans

Number of complaints opened

8,706

Number of complaints closed

9,097

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

50.0%

Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2021   

 

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

5.88 per 1,000 accounts

122,847

124,405

65.4%

31.8%

60.0%

General Admin/ Customer Service

Home Finance

7.70 per 1,000 balances outstanding

6,053

5,996

33.8%

64.0%

65.0%

General Admin/ Customer Service

Insurance and Pure Protection

0.48 per 1,000 policies in force

3,659

2,775

25.2%

39.4%

40.6%

Advising/ Selling/ Arranging

Decumulation2 & Pensions

0.16 per 1,000 policies in force

50

52

30.8%

42.3%

65.4%

Advising/ Selling/ Arranging

Investments

1.70 per 1,000 client accounts

1,704

1,742

19.2%

73.6%

66.4%

General Admin/ Customer Service

Credit Related

15.74 per 1,000 accounts/loans

8,329

8,744

-

-

50.9%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2021   

 

Brands/trading names covered: HSBC UK Bank 

Product / Service Group

Banking & Credit Cards

Number of complaints opened by volume of business

5.88 per 1,000 accounts

Number of complaints opened

122,847

Number of complaints closed

124,405

% closed within 3 days

65.4%

% closed after 3 days but within 8 weeks

31.8%

% 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

7.70 per 1,000 balances outstanding

Number of complaints opened

6,053

Number of complaints closed

5,996

% closed within 3 days

33.8%

% closed after 3 days but within 8 weeks

64.0%

% 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

0.48 per 1,000 policies in force

Number of complaints opened

3,659

Number of complaints closed

2,775

% closed within 3 days

25.2%

% closed after 3 days but within 8 weeks

39.4%

% upheld1

40.6%

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

50

Number of complaints closed

52

% closed within 3 days

30.8%

% closed after 3 days but within 8 weeks

42.3%

% upheld1

65.4%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product / Service Group

Investments

Number of complaints opened by volume of business

1.70 per 1,000 client accounts

Number of complaints opened

1,704

Number of complaints closed

1,742

% closed within 3 days

19.2%

% closed after 3 days but within 8 weeks

73.6%

% upheld1

66.4%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

15.74 per 1,000 accounts/loans

Number of complaints opened

8,329

Number of complaints closed

8,744

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

50.9%

Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2021   

 

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

6.09 per 1,000 accounts

19,753

19,662

66.6%

33.2%

33.8%

General Admin/ Customer Service

Home Finance

5.83 per 1,000 balances outstanding

878

872

33.7%

64.9%

53.7%

General Admin/ Customer Service

Insurance and Pure Protection

0.28 per 1,000 policies in force

143

194

18.6%

73.2%

83.5%

Advising/ Selling/ Arranging

Decumulation2 & Pensions

N/A

-

-

-

-

-

-

Investments

5.98 per 1,000 client accounts

138

137

38.7%

57.7%

40.1%

General Admin/ Customer Service

Credit Related

3.44 per 1,000 accounts/loans

377

353

-

-

27.2%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 July to 31 December 2021   

 

Brands/trading names covered: first direct 

Product / Service Group

Banking & Credit Cards

Number of complaints opened by volume of business

6.09 per 1,000 accounts

Number of complaints opened

19,753

Number of complaints closed

19,662

% closed within 3 days

66.6%

% closed after 3 days but within 8 weeks

33.2%

% upheld1

33.8%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Home Finance

Number of complaints opened by volume of business

5.83 per 1,000 balances outstanding

Number of complaints opened

878

Number of complaints closed

872

% closed within 3 days

33.7%

% closed after 3 days but within 8 weeks

64.9%

% upheld1

53.7%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.28 per 1,000 policies in force

Number of complaints opened

143

Number of complaints closed

194

% closed within 3 days

18.6%

% closed after 3 days but within 8 weeks

73.2%

% upheld1

83.5%

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

-

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

5.98 per 1,000 client accounts

Number of complaints opened

138

Number of complaints closed

137

% closed within 3 days

38.7%

% closed after 3 days but within 8 weeks

57.7%

% upheld1

40.1%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

3.44 per 1,000 accounts/loans

Number of complaints opened

377

Number of complaints closed

353

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

27.2%

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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