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 2024. 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.

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 2024

**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	3.69 per 1,000 accounts	101,003	103,743	64.5%	35.1%	60.1%	General Admin/ Customer Service
Home Finance	6.39 per 1,000 balances outstanding	6,144	6,302	41.2%	57.9%	60.8%	General Admin/ Customer Service
Insurance and Pure Protection	0.08 per 1,000 policies in force	581	595	22.4%	73.9%	44.7%	General Admin/ Customer Service
Decumulation² & Pensions	0.15 per 1,000 policies in force	48	49	16.3%	51.0%	59.2%	Advising/ Selling/ Arranging
Investments	1.29 per 1,000 client accounts	1,402	1,411	19.1%	75.8%	71.2%	General Admin/ Customer Service
Credit Related	6.89 per 1,000 accounts/loans	6,103	6,343	-	-	53.6%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.69 per 1,000 accounts
Number of complaints opened	101,003
Number of complaints closed	103,743
% closed within 3 days	64.5%
% closed after 3 days but within 8 weeks	35.1%
% upheld¹	60.1%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Home Finance
Number of complaints opened by volume of business	6.39 per 1,000 balances outstanding
Number of complaints opened	6,144
Number of complaints closed	6,302
% closed within 3 days	41.2%
% closed after 3 days but within 8 weeks	57.9%
% upheld¹	60.8%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.08 per 1,000 policies in force
Number of complaints opened	581
Number of complaints closed	595
% closed within 3 days	22.4%
% closed after 3 days but within 8 weeks	73.9%
% upheld¹	44.7%
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	49
% closed within 3 days	16.3%
% closed after 3 days but within 8 weeks	51.0%
% upheld¹	59.2%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product/Service Group	Investments
Number of complaints opened by volume of business	1.29 per 1,000 client accounts
Number of complaints opened	1,402
Number of complaints closed	1,411
% closed within 3 days	19.1%
% closed after 3 days but within 8 weeks	75.8%
% upheld¹	71.2%
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	6,103
Number of complaints closed	6,343
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	53.6%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**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	3.77 per 1,000 accounts	88,199	90,971	63.9%	35.7%	61.3%	General Admin/ Customer Service
Home Finance	6.67 per 1,000 balances outstanding	5,549	5,699	39.8%	59.2%	61.4%	General Admin/ Customer Service
Insurance and Pure Protection	0.07 per 1,000 policies in force	516	527	16.9%	78.9%	45.7%	General Admin/ Customer Service
Decumulation² & Pensions	0.15 per 1,000 policies in force	48	49	16.3%	51.0%	59.2%	Advising/ Selling/ Arranging
Investments	1.22 per 1,000 client accounts	1,293	1,294	17.9%	76.9%	71.5%	General Admin/ Customer Service
Credit Related	7.47 per 1,000 accounts/loans	5,683	5,927	-	-	54.3%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.77 per 1,000 accounts
Number of complaints opened	88,199
Number of complaints closed	90,971
% closed within 3 days	63.9%
% closed after 3 days but within 8 weeks	35.7%
% upheld¹	61.3%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	6.67 per 1,000 balances outstanding
Number of complaints opened	5,549
Number of complaints closed	5,699
% closed within 3 days	39.8%
% closed after 3 days but within 8 weeks	59.2%
% 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	0.07 per 1,000 policies in force
Number of complaints opened	516
Number of complaints closed	527
% closed within 3 days	16.9%
% closed after 3 days but within 8 weeks	78.9%
% 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	0.15 per 1,000 policies in force
Number of complaints opened	48
Number of complaints closed	49
% closed within 3 days	16.3%
% closed after 3 days but within 8 weeks	51.0%
% upheld¹	59.2%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product / Service Group	Investments
Number of complaints opened by volume of business	1.22 per 1,000 client accounts
Number of complaints opened	1,293
Number of complaints closed	1,294
% closed within 3 days	17.9%
% closed after 3 days but within 8 weeks	76.9%
% upheld¹	71.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	7.47 per 1,000 accounts/loans
Number of complaints opened	5,683
Number of complaints closed	5,927
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	54.3%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**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	3.19 per 1,000 accounts	12,804	12,772	68.8%	31.1%	51.7%	General Admin/ Customer Service
Home Finance	4.59 per 1,000 balances outstanding	595	603	53.9%	45.4%	54.7%	General Admin/ Customer Service
Insurance and Pure Protection	0.14 per 1,000 policies in force	65	68	64.7%	35.3%	36.8%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	4.85 per 1,000 client accounts	109	117	33.3%	64.1%	68.4%	General Admin/ Customer Service
Credit Related	3.36 per 1,000 accounts/loans	420	416	-	-	44.0%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.19 per 1,000 accounts
Number of complaints opened	12,804
Number of complaints closed	12,772
% closed within 3 days	68.8%
% closed after 3 days but within 8 weeks	31.1%
% upheld¹	51.7%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	4.59 per 1,000 balances outstanding
Number of complaints opened	595
Number of complaints closed	603
% closed within 3 days	53.9%
% closed after 3 days but within 8 weeks	45.4%
% upheld¹	54.7%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.14 per 1,000 policies in force
Number of complaints opened	65
Number of complaints closed	68
% closed within 3 days	64.7%
% closed after 3 days but within 8 weeks	35.3%
% upheld¹	36.8%
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	4.85 per 1,000 client accounts
Number of complaints opened	109
Number of complaints closed	117
% closed within 3 days	33.3%
% closed after 3 days but within 8 weeks	64.1%
% upheld¹	68.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.36 per 1,000 accounts/loans
Number of complaints opened	420
Number of complaints closed	416
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	44.0%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**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	0.18 per 1,000 accounts	257	288	60.4%	28.1%	62.2%	General Admin/ Customer Service
Home Finance	0.4 per 1,000 balances outstanding	1	1	100.0%	0.0%	100.0%	General Admin/ Customer Service
Insurance and Pure Protection	0.29 per 1,000 policies in force	4	4	0.0%	100.0%	75.0%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	5.7 per 1,000 client accounts	73	80	16.3%	42.5%	62.5%	General Admin/ Customer Service
Credit Related	2.69 per 1,000 accounts/loans	15	17	-	-	41.2%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	0.18 per 1,000 accounts
Number of complaints opened	257
Number of complaints closed	288
% closed within 3 days	60.4%
% closed after 3 days but within 8 weeks	28.1%
% upheld¹	62.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	0.4 per 1,000 balances outstanding
Number of complaints opened	1
Number of complaints closed	1
% closed within 3 days	100.0%
% closed after 3 days but within 8 weeks	0.0%
% upheld¹	100.0%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.29 per 1,000 policies in force
Number of complaints opened	4
Number of complaints closed	4
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	100.0%
% upheld¹	75.0%
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	5.7 per 1,000 client accounts
Number of complaints opened	73
Number of complaints closed	80
% closed within 3 days	16.3%
% closed after 3 days but within 8 weeks	42.5%
% upheld¹	62.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	2.69 per 1,000 accounts/loans
Number of complaints opened	15
Number of complaints closed	17
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	41.2%
Main cause of complaints opened	-

**Firm name:** HSBC Trust Company (UK) Limited

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC Trust Company
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	-	-	-	-	-	-	-
Home Finance	-	-	-	-	-	-	-
Insurance and Pure Protection	-	-	-	-	-	-	-
Decumulation² & Pensions	1.21 per 1,000 policies in force	11	12	0.0%	75.0%	66.7%	Information/ Sums/ Charges Or Product Performance
Investments	N/A	4	4	75.0%	25.0%	25.0%	Information/ Sums/ Charges Or Product Performance
Credit Related	-	-	-	-	-	-	-

**Firm name:** HSBC Trust Company (UK) Limited

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC Trust Company
Product / Service Group	Banking & Credit Cards
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	-

Product / Service Group	Home Finance
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	-

Product / Service Group	Insurance and Pure Protection
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	-

Product / Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	1.21 per 1,000 policies in force
Number of complaints opened	11
Number of complaints closed	12
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	75.0%
% upheld¹	66.7%
Main cause of complaints opened	Information/ Sums/ Charges Or Product Performance

Product / Service Group	Investments
Number of complaints opened by volume of business	N/A
Number of complaints opened	4
Number of complaints closed	4
% closed within 3 days	75.0%
% closed after 3 days but within 8 weeks	25.0%
% upheld¹	25.0%
Main cause of complaints opened	Information/ Sums/ Charges Or Product Performance

Product / Service Group	Credit Related
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	-

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 2024

**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	3.69 per 1,000 accounts	101,003	103,743	64.5%	35.1%	60.1%	General Admin/ Customer Service
Home Finance	6.39 per 1,000 balances outstanding	6,144	6,302	41.2%	57.9%	60.8%	General Admin/ Customer Service
Insurance and Pure Protection	0.08 per 1,000 policies in force	581	595	22.4%	73.9%	44.7%	General Admin/ Customer Service
Decumulation² & Pensions	0.15 per 1,000 policies in force	48	49	16.3%	51.0%	59.2%	Advising/ Selling/ Arranging
Investments	1.29 per 1,000 client accounts	1,402	1,411	19.1%	75.8%	71.2%	General Admin/ Customer Service
Credit Related	6.89 per 1,000 accounts/loans	6,103	6,343	-	-	53.6%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.69 per 1,000 accounts
Number of complaints opened	101,003
Number of complaints closed	103,743
% closed within 3 days	64.5%
% closed after 3 days but within 8 weeks	35.1%
% upheld¹	60.1%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Home Finance
Number of complaints opened by volume of business	6.39 per 1,000 balances outstanding
Number of complaints opened	6,144
Number of complaints closed	6,302
% closed within 3 days	41.2%
% closed after 3 days but within 8 weeks	57.9%
% upheld¹	60.8%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.08 per 1,000 policies in force
Number of complaints opened	581
Number of complaints closed	595
% closed within 3 days	22.4%
% closed after 3 days but within 8 weeks	73.9%
% upheld¹	44.7%
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	49
% closed within 3 days	16.3%
% closed after 3 days but within 8 weeks	51.0%
% upheld¹	59.2%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product/Service Group	Investments
Number of complaints opened by volume of business	1.29 per 1,000 client accounts
Number of complaints opened	1,402
Number of complaints closed	1,411
% closed within 3 days	19.1%
% closed after 3 days but within 8 weeks	75.8%
% upheld¹	71.2%
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	6,103
Number of complaints closed	6,343
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	53.6%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**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	3.77 per 1,000 accounts	88,199	90,971	63.9%	35.7%	61.3%	General Admin/ Customer Service
Home Finance	6.67 per 1,000 balances outstanding	5,549	5,699	39.8%	59.2%	61.4%	General Admin/ Customer Service
Insurance and Pure Protection	0.07 per 1,000 policies in force	516	527	16.9%	78.9%	45.7%	General Admin/ Customer Service
Decumulation² & Pensions	0.15 per 1,000 policies in force	48	49	16.3%	51.0%	59.2%	Advising/ Selling/ Arranging
Investments	1.22 per 1,000 client accounts	1,293	1,294	17.9%	76.9%	71.5%	General Admin/ Customer Service
Credit Related	7.47 per 1,000 accounts/loans	5,683	5,927	-	-	54.3%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.77 per 1,000 accounts
Number of complaints opened	88,199
Number of complaints closed	90,971
% closed within 3 days	63.9%
% closed after 3 days but within 8 weeks	35.7%
% upheld¹	61.3%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	6.67 per 1,000 balances outstanding
Number of complaints opened	5,549
Number of complaints closed	5,699
% closed within 3 days	39.8%
% closed after 3 days but within 8 weeks	59.2%
% 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	0.07 per 1,000 policies in force
Number of complaints opened	516
Number of complaints closed	527
% closed within 3 days	16.9%
% closed after 3 days but within 8 weeks	78.9%
% 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	0.15 per 1,000 policies in force
Number of complaints opened	48
Number of complaints closed	49
% closed within 3 days	16.3%
% closed after 3 days but within 8 weeks	51.0%
% upheld¹	59.2%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product / Service Group	Investments
Number of complaints opened by volume of business	1.22 per 1,000 client accounts
Number of complaints opened	1,293
Number of complaints closed	1,294
% closed within 3 days	17.9%
% closed after 3 days but within 8 weeks	76.9%
% upheld¹	71.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	7.47 per 1,000 accounts/loans
Number of complaints opened	5,683
Number of complaints closed	5,927
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	54.3%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**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	3.19 per 1,000 accounts	12,804	12,772	68.8%	31.1%	51.7%	General Admin/ Customer Service
Home Finance	4.59 per 1,000 balances outstanding	595	603	53.9%	45.4%	54.7%	General Admin/ Customer Service
Insurance and Pure Protection	0.14 per 1,000 policies in force	65	68	64.7%	35.3%	36.8%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	4.85 per 1,000 client accounts	109	117	33.3%	64.1%	68.4%	General Admin/ Customer Service
Credit Related	3.36 per 1,000 accounts/loans	420	416	-	-	44.0%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.19 per 1,000 accounts
Number of complaints opened	12,804
Number of complaints closed	12,772
% closed within 3 days	68.8%
% closed after 3 days but within 8 weeks	31.1%
% upheld¹	51.7%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	4.59 per 1,000 balances outstanding
Number of complaints opened	595
Number of complaints closed	603
% closed within 3 days	53.9%
% closed after 3 days but within 8 weeks	45.4%
% upheld¹	54.7%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.14 per 1,000 policies in force
Number of complaints opened	65
Number of complaints closed	68
% closed within 3 days	64.7%
% closed after 3 days but within 8 weeks	35.3%
% upheld¹	36.8%
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	4.85 per 1,000 client accounts
Number of complaints opened	109
Number of complaints closed	117
% closed within 3 days	33.3%
% closed after 3 days but within 8 weeks	64.1%
% upheld¹	68.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.36 per 1,000 accounts/loans
Number of complaints opened	420
Number of complaints closed	416
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	44.0%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**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	0.18 per 1,000 accounts	257	288	60.4%	28.1%	62.2%	General Admin/ Customer Service
Home Finance	0.4 per 1,000 balances outstanding	1	1	100.0%	0.0%	100.0%	General Admin/ Customer Service
Insurance and Pure Protection	0.29 per 1,000 policies in force	4	4	0.0%	100.0%	75.0%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	5.7 per 1,000 client accounts	73	80	16.3%	42.5%	62.5%	General Admin/ Customer Service
Credit Related	2.69 per 1,000 accounts/loans	15	17	-	-	41.2%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	0.18 per 1,000 accounts
Number of complaints opened	257
Number of complaints closed	288
% closed within 3 days	60.4%
% closed after 3 days but within 8 weeks	28.1%
% upheld¹	62.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	0.4 per 1,000 balances outstanding
Number of complaints opened	1
Number of complaints closed	1
% closed within 3 days	100.0%
% closed after 3 days but within 8 weeks	0.0%
% upheld¹	100.0%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.29 per 1,000 policies in force
Number of complaints opened	4
Number of complaints closed	4
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	100.0%
% upheld¹	75.0%
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	5.7 per 1,000 client accounts
Number of complaints opened	73
Number of complaints closed	80
% closed within 3 days	16.3%
% closed after 3 days but within 8 weeks	42.5%
% upheld¹	62.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	2.69 per 1,000 accounts/loans
Number of complaints opened	15
Number of complaints closed	17
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	41.2%
Main cause of complaints opened	-

**Firm name:** HSBC Trust Company (UK) Limited

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC Trust Company
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	-	-	-	-	-	-	-
Home Finance	-	-	-	-	-	-	-
Insurance and Pure Protection	-	-	-	-	-	-	-
Decumulation² & Pensions	1.21 per 1,000 policies in force	11	12	0.0%	75.0%	66.7%	Information/ Sums/ Charges Or Product Performance
Investments	N/A	4	4	75.0%	25.0%	25.0%	Information/ Sums/ Charges Or Product Performance
Credit Related	-	-	-	-	-	-	-

**Firm name:** HSBC Trust Company (UK) Limited

**Period covered in this report:** 1 January to 30 June 2024

**Brands/trading names covered:** HSBC Trust Company
Product / Service Group	Banking & Credit Cards
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	-

Product / Service Group	Home Finance
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	-

Product / Service Group	Insurance and Pure Protection
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	-

Product / Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	1.21 per 1,000 policies in force
Number of complaints opened	11
Number of complaints closed	12
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	75.0%
% upheld¹	66.7%
Main cause of complaints opened	Information/ Sums/ Charges Or Product Performance

Product / Service Group	Investments
Number of complaints opened by volume of business	N/A
Number of complaints opened	4
Number of complaints closed	4
% closed within 3 days	75.0%
% closed after 3 days but within 8 weeks	25.0%
% upheld¹	25.0%
Main cause of complaints opened	Information/ Sums/ Charges Or Product Performance

Product / Service Group	Credit Related
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	-

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.

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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

HSBC Trust Company (UK) Limited

Notes

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