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 2026. Select one of the company name links to see how we've done.
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.
| 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 | 2.26 per 1,000 accounts |
73,367 |
71,044 |
60.1% |
39.3% |
58.8% |
General Admin/ Customer Service |
| Home Finance |
4.27 per 1,000 balances outstanding |
4,246 |
4,270 |
29.3% |
68.9% |
62.4% |
General Admin/ Customer Service |
Insurance and Pure Protection |
0.06 per 1,000 policies in force |
423 |
439 |
26.7% |
72.0% |
50.6% |
General Admin/ Customer Service |
Decumulation2 & Pensions |
0.25 per 1,000 policies in force |
80 |
77 |
10.4% |
62.3% |
58.4% |
General Admin/ Customer Service |
Investments |
1.01 per 1,000 client accounts | 1,207 | 1,082 | 13.5% | 83.8% | 65.3% | General Admin/ Customer Service |
Credit Related |
4.09 per 1,000 accounts/loans | 4,200 | 4,159 | - | - | 51.9% | - |
| Product/Service Group | Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business |
2.26 per 1,000 accounts |
| Number of complaints opened |
73,367 |
| Number of complaints closed |
71,044 |
| % closed within 3 days |
60.1% |
| % closed after 3 days but within 8 weeks |
39.3% |
| % upheld1 |
58.8% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Home Finance |
| Number of complaints opened by volume of business |
4.27 per 1,000 balances outstanding |
| Number of complaints opened |
4,246 |
| Number of complaints closed |
4,270 |
| % closed within 3 days |
29.3% |
| % closed after 3 days but within 8 weeks |
68.9% |
| % upheld1 |
62.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Insurance and Pure Protection |
| Number of complaints opened by volume of business |
0.06 per 1,000 policies in force |
| Number of complaints opened |
423 |
| Number of complaints closed |
439 |
| % closed within 3 days |
26.7% |
| % closed after 3 days but within 8 weeks |
72.0% |
| % upheld1 |
50.6% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Decumulation2 & Pensions |
| Number of complaints opened by volume of business |
0.25 per 1,000 policies in force |
| Number of complaints opened |
80 |
| Number of complaints closed |
77 |
| % closed within 3 days |
10.4% |
| % closed after 3 days but within 8 weeks |
62.3% |
| % upheld1 |
58.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Investments |
| Number of complaints opened by volume of business |
1.01 per 1,000 client accounts |
| Number of complaints opened |
1,207 |
| Number of complaints closed |
1,082 |
| % closed within 3 days |
13.5% |
| % closed after 3 days but within 8 weeks |
83.8% |
| % upheld1 |
65.3% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Credit Related |
| Number of complaints opened by volume of business |
4.09 per 1,000 accounts/loans |
| Number of complaints opened |
4,200 |
| Number of complaints closed |
4,159 |
| % closed within 3 days |
- |
| % closed after 3 days but within 8 weeks |
- |
| % upheld1 |
51.9% |
| Main cause of complaints opened |
- |
| 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 |
2.38 per 1,000 accounts |
67,291 |
64,921 |
59.0% |
40.3% |
59.8% |
General Admin/ Customer Service |
Home Finance |
4.37 per 1,000 balances outstanding |
3,822 |
3,831 |
26.2% |
71.7% |
62.7% |
General Admin/ Customer Service |
Insurance and Pure Protection |
0.06 per 1,000 policies in force |
386 |
404 |
22.8% |
75.7% |
51.5% |
General Admin/ Customer Service |
Decumulation2 & Pensions |
0.25 per 1,000 policies in force |
80 |
77 |
10.4% |
62.3% |
58.4% |
General Admin/ Customer Service |
Investments |
0.96 per 1,000 client accounts |
1,124 |
1,002 |
11.8% |
85.3% |
64.0% |
General Admin/ Customer Service |
Credit Related |
4.21 per 1,000 accounts/loans |
3,875 |
3,839 |
- |
- |
52.4% |
- |
| Product / Service Group |
Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business |
2.38 per 1,000 accounts |
| Number of complaints opened |
67,291 |
| Number of complaints closed |
64,921 |
| % closed within 3 days |
59.0% |
| % closed after 3 days but within 8 weeks |
40.3% |
| % upheld1 |
59.8% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Home Finance |
| Number of complaints opened by volume of business |
4.37 per 1,000 balances outstanding |
| Number of complaints opened |
3,822 |
| Number of complaints closed |
3,831 |
| % closed within 3 days |
26.2% |
| % closed after 3 days but within 8 weeks |
71.7% |
| % upheld1 |
62.7% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Insurance and Pure Protection |
| Number of complaints opened by volume of business |
0.06 per 1,000 policies in force |
| Number of complaints opened |
386 |
| Number of complaints closed |
404 |
| % closed within 3 days |
22.8% |
| % closed after 3 days but within 8 weeks |
75.7% |
| % upheld1 |
51.5% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Decumulation2 & Pensions |
| Number of complaints opened by volume of business |
0.25 per 1,000 policies in force |
| Number of complaints opened |
80 |
| Number of complaints closed |
77 |
| % closed within 3 days |
10.4% |
| % closed after 3 days but within 8 weeks |
62.3% |
| % upheld1 |
58.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Investments |
| Number of complaints opened by volume of business |
0.96 per 1,000 client accounts |
| Number of complaints opened |
1,124 |
| Number of complaints closed |
1,002 |
| % closed within 3 days |
11.8% |
| % closed after 3 days but within 8 weeks |
85.3% |
| % upheld1 |
64.0% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Credit Related |
| Number of complaints opened by volume of business |
4.21 per 1,000 accounts/loans |
| Number of complaints opened |
3,875 |
| Number of complaints closed |
3,839 |
| % closed within 3 days |
- |
| % closed after 3 days but within 8 weeks |
- |
| % upheld1 |
52.4% |
| Main cause of complaints opened |
- |
| 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 |
1.47 per 1,000 accounts |
6,076 |
6,123 |
71.1% |
28.6% |
48.4% |
General Admin/ Customer Service |
Home Finance |
3.54 per 1,000 balances outstanding |
424 |
439 |
55.6% |
43.7% |
60.4% |
General Admin/ Customer Service |
Insurance and Pure Protection |
0.08 per 1,000 policies in force |
37 |
35 |
71.4% |
28.6% |
40.0% |
General Admin/ Customer Service |
Decumulation2 & Pensions |
N/A |
- |
- |
- |
- |
- |
- |
Investments |
3.83 per 1,000 client accounts |
83 |
80 |
35.0% |
65.0% |
82.5% |
General Admin/ Customer Service |
Credit Related |
3.06 per 1,000 accounts/loans |
325 |
320 |
- |
- |
45.6% |
- |
| Product / Service Group |
Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business |
1.47 per 1,000 accounts |
| Number of complaints opened |
6,076 |
| Number of complaints closed |
6,123 |
| % closed within 3 days |
71.1% |
| % closed after 3 days but within 8 weeks |
28.6% |
| % upheld1 |
48.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Home Finance |
| Number of complaints opened by volume of business |
3.54 per 1,000 balances outstanding |
| Number of complaints opened |
424 |
| Number of complaints closed |
439 |
| % closed within 3 days |
55.6% |
| % closed after 3 days but within 8 weeks |
43.7% |
| % upheld1 |
60.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Insurance and Pure Protection |
| Number of complaints opened by volume of business |
0.08 per 1,000 policies in force |
| Number of complaints opened |
37 |
| Number of complaints closed |
35 |
| % closed within 3 days |
71.4% |
| % closed after 3 days but within 8 weeks |
28.6% |
| % upheld1 |
40.0% |
| 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 |
3.83 per 1,000 client accounts |
| Number of complaints opened |
83 |
| Number of complaints closed |
80 |
| % closed within 3 days |
35.0% |
| % closed after 3 days but within 8 weeks |
65.0% |
| % upheld1 |
82.5% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Credit Related |
| Number of complaints opened by volume of business |
3.06 per 1,000 accounts/loans |
| Number of complaints opened |
325 |
| Number of complaints closed |
320 |
| % closed within 3 days |
- |
| % closed after 3 days but within 8 weeks |
- |
| % upheld1 |
45.6% |
| Main cause of complaints opened |
- |
| 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 |
8.23 per 1,000 accounts |
342 |
366 |
63.4% |
29.8% |
48.6% |
General Admin/ Customer Service |
Home Finance |
N/A |
- |
- |
- |
- |
- |
- |
Insurance and Pure Protection |
N/A |
- |
- |
- |
- |
- |
- |
Decumulation2 & Pensions |
N/A |
- |
- |
- |
- |
- |
- |
Investments |
2.16 per 1,000 client accounts |
21 |
26 |
23.1% |
57.7% |
57.7% |
General Admin/ Customer Service |
Credit Related |
7.8 per 1,000 accounts/loans |
39 |
40 |
- |
- |
32.5% |
- |
| Product / Service Group |
Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business |
8.23 per 1,000 accounts |
| Number of complaints opened |
342 |
| Number of complaints closed |
366 |
| % closed within 3 days |
63.4% |
| % closed after 3 days but within 8 weeks |
29.8% |
| % upheld1 |
48.6% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Home Finance |
| 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 |
Insurance and Pure Protection |
| 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 |
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 |
2.16 per 1,000 client accounts |
| Number of complaints opened |
21 |
| Number of complaints closed |
26 |
| % closed within 3 days |
23.1% |
| % closed after 3 days but within 8 weeks |
57.7% |
| % upheld1 |
57.7% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Credit Related |
| Number of complaints opened by volume of business |
7.8 per 1,000 accounts/loans |
| Number of complaints opened |
39 |
| Number of complaints closed |
40 |
| % closed within 3 days |
- |
| % closed after 3 days but within 8 weeks |
- |
| % upheld1 |
32.5% |
| Main cause of complaints opened |
- |
HSBC UK Bank plc
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.
| 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 | 2.26 per 1,000 accounts |
73,367 |
71,044 |
60.1% |
39.3% |
58.8% |
General Admin/ Customer Service |
| Home Finance |
4.27 per 1,000 balances outstanding |
4,246 |
4,270 |
29.3% |
68.9% |
62.4% |
General Admin/ Customer Service |
Insurance and Pure Protection |
0.06 per 1,000 policies in force |
423 |
439 |
26.7% |
72.0% |
50.6% |
General Admin/ Customer Service |
Decumulation2 & Pensions |
0.25 per 1,000 policies in force |
80 |
77 |
10.4% |
62.3% |
58.4% |
General Admin/ Customer Service |
Investments |
1.01 per 1,000 client accounts | 1,207 | 1,082 | 13.5% | 83.8% | 65.3% | General Admin/ Customer Service |
Credit Related |
4.09 per 1,000 accounts/loans | 4,200 | 4,159 | - | - | 51.9% | - |
| Product/Service Group | Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business |
2.26 per 1,000 accounts |
| Number of complaints opened |
73,367 |
| Number of complaints closed |
71,044 |
| % closed within 3 days |
60.1% |
| % closed after 3 days but within 8 weeks |
39.3% |
| % upheld1 |
58.8% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Home Finance |
| Number of complaints opened by volume of business |
4.27 per 1,000 balances outstanding |
| Number of complaints opened |
4,246 |
| Number of complaints closed |
4,270 |
| % closed within 3 days |
29.3% |
| % closed after 3 days but within 8 weeks |
68.9% |
| % upheld1 |
62.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Insurance and Pure Protection |
| Number of complaints opened by volume of business |
0.06 per 1,000 policies in force |
| Number of complaints opened |
423 |
| Number of complaints closed |
439 |
| % closed within 3 days |
26.7% |
| % closed after 3 days but within 8 weeks |
72.0% |
| % upheld1 |
50.6% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Decumulation2 & Pensions |
| Number of complaints opened by volume of business |
0.25 per 1,000 policies in force |
| Number of complaints opened |
80 |
| Number of complaints closed |
77 |
| % closed within 3 days |
10.4% |
| % closed after 3 days but within 8 weeks |
62.3% |
| % upheld1 |
58.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Investments |
| Number of complaints opened by volume of business |
1.01 per 1,000 client accounts |
| Number of complaints opened |
1,207 |
| Number of complaints closed |
1,082 |
| % closed within 3 days |
13.5% |
| % closed after 3 days but within 8 weeks |
83.8% |
| % upheld1 |
65.3% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product/Service Group |
Credit Related |
| Number of complaints opened by volume of business |
4.09 per 1,000 accounts/loans |
| Number of complaints opened |
4,200 |
| Number of complaints closed |
4,159 |
| % closed within 3 days |
- |
| % closed after 3 days but within 8 weeks |
- |
| % upheld1 |
51.9% |
| Main cause of complaints opened |
- |
| 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 |
2.38 per 1,000 accounts |
67,291 |
64,921 |
59.0% |
40.3% |
59.8% |
General Admin/ Customer Service |
Home Finance |
4.37 per 1,000 balances outstanding |
3,822 |
3,831 |
26.2% |
71.7% |
62.7% |
General Admin/ Customer Service |
Insurance and Pure Protection |
0.06 per 1,000 policies in force |
386 |
404 |
22.8% |
75.7% |
51.5% |
General Admin/ Customer Service |
Decumulation2 & Pensions |
0.25 per 1,000 policies in force |
80 |
77 |
10.4% |
62.3% |
58.4% |
General Admin/ Customer Service |
Investments |
0.96 per 1,000 client accounts |
1,124 |
1,002 |
11.8% |
85.3% |
64.0% |
General Admin/ Customer Service |
Credit Related |
4.21 per 1,000 accounts/loans |
3,875 |
3,839 |
- |
- |
52.4% |
- |
| Product / Service Group |
Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business |
2.38 per 1,000 accounts |
| Number of complaints opened |
67,291 |
| Number of complaints closed |
64,921 |
| % closed within 3 days |
59.0% |
| % closed after 3 days but within 8 weeks |
40.3% |
| % upheld1 |
59.8% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Home Finance |
| Number of complaints opened by volume of business |
4.37 per 1,000 balances outstanding |
| Number of complaints opened |
3,822 |
| Number of complaints closed |
3,831 |
| % closed within 3 days |
26.2% |
| % closed after 3 days but within 8 weeks |
71.7% |
| % upheld1 |
62.7% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Insurance and Pure Protection |
| Number of complaints opened by volume of business |
0.06 per 1,000 policies in force |
| Number of complaints opened |
386 |
| Number of complaints closed |
404 |
| % closed within 3 days |
22.8% |
| % closed after 3 days but within 8 weeks |
75.7% |
| % upheld1 |
51.5% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Decumulation2 & Pensions |
| Number of complaints opened by volume of business |
0.25 per 1,000 policies in force |
| Number of complaints opened |
80 |
| Number of complaints closed |
77 |
| % closed within 3 days |
10.4% |
| % closed after 3 days but within 8 weeks |
62.3% |
| % upheld1 |
58.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Investments |
| Number of complaints opened by volume of business |
0.96 per 1,000 client accounts |
| Number of complaints opened |
1,124 |
| Number of complaints closed |
1,002 |
| % closed within 3 days |
11.8% |
| % closed after 3 days but within 8 weeks |
85.3% |
| % upheld1 |
64.0% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Credit Related |
| Number of complaints opened by volume of business |
4.21 per 1,000 accounts/loans |
| Number of complaints opened |
3,875 |
| Number of complaints closed |
3,839 |
| % closed within 3 days |
- |
| % closed after 3 days but within 8 weeks |
- |
| % upheld1 |
52.4% |
| Main cause of complaints opened |
- |
| 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 |
1.47 per 1,000 accounts |
6,076 |
6,123 |
71.1% |
28.6% |
48.4% |
General Admin/ Customer Service |
Home Finance |
3.54 per 1,000 balances outstanding |
424 |
439 |
55.6% |
43.7% |
60.4% |
General Admin/ Customer Service |
Insurance and Pure Protection |
0.08 per 1,000 policies in force |
37 |
35 |
71.4% |
28.6% |
40.0% |
General Admin/ Customer Service |
Decumulation2 & Pensions |
N/A |
- |
- |
- |
- |
- |
- |
Investments |
3.83 per 1,000 client accounts |
83 |
80 |
35.0% |
65.0% |
82.5% |
General Admin/ Customer Service |
Credit Related |
3.06 per 1,000 accounts/loans |
325 |
320 |
- |
- |
45.6% |
- |
| Product / Service Group |
Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business |
1.47 per 1,000 accounts |
| Number of complaints opened |
6,076 |
| Number of complaints closed |
6,123 |
| % closed within 3 days |
71.1% |
| % closed after 3 days but within 8 weeks |
28.6% |
| % upheld1 |
48.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Home Finance |
| Number of complaints opened by volume of business |
3.54 per 1,000 balances outstanding |
| Number of complaints opened |
424 |
| Number of complaints closed |
439 |
| % closed within 3 days |
55.6% |
| % closed after 3 days but within 8 weeks |
43.7% |
| % upheld1 |
60.4% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Insurance and Pure Protection |
| Number of complaints opened by volume of business |
0.08 per 1,000 policies in force |
| Number of complaints opened |
37 |
| Number of complaints closed |
35 |
| % closed within 3 days |
71.4% |
| % closed after 3 days but within 8 weeks |
28.6% |
| % upheld1 |
40.0% |
| 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 |
3.83 per 1,000 client accounts |
| Number of complaints opened |
83 |
| Number of complaints closed |
80 |
| % closed within 3 days |
35.0% |
| % closed after 3 days but within 8 weeks |
65.0% |
| % upheld1 |
82.5% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Credit Related |
| Number of complaints opened by volume of business |
3.06 per 1,000 accounts/loans |
| Number of complaints opened |
325 |
| Number of complaints closed |
320 |
| % closed within 3 days |
- |
| % closed after 3 days but within 8 weeks |
- |
| % upheld1 |
45.6% |
| Main cause of complaints opened |
- |
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 |
8.23 per 1,000 accounts |
342 |
366 |
63.4% |
29.8% |
48.6% |
General Admin/ Customer Service |
Home Finance |
N/A |
- |
- |
- |
- |
- |
- |
Insurance and Pure Protection |
N/A |
- |
- |
- |
- |
- |
- |
Decumulation2 & Pensions |
N/A |
- |
- |
- |
- |
- |
- |
Investments |
2.16 per 1,000 client accounts |
21 |
26 |
23.1% |
57.7% |
57.7% |
General Admin/ Customer Service |
Credit Related |
7.8 per 1,000 accounts/loans |
39 |
40 |
- |
- |
32.5% |
- |
| Product / Service Group |
Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business |
8.23 per 1,000 accounts |
| Number of complaints opened |
342 |
| Number of complaints closed |
366 |
| % closed within 3 days |
63.4% |
| % closed after 3 days but within 8 weeks |
29.8% |
| % upheld1 |
48.6% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Home Finance |
| 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 |
Insurance and Pure Protection |
| 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 |
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 |
2.16 per 1,000 client accounts |
| Number of complaints opened |
21 |
| Number of complaints closed |
26 |
| % closed within 3 days |
23.1% |
| % closed after 3 days but within 8 weeks |
57.7% |
| % upheld1 |
57.7% |
| Main cause of complaints opened |
General Admin/ Customer Service |
| Product / Service Group |
Credit Related |
| Number of complaints opened by volume of business |
7.8 per 1,000 accounts/loans |
| Number of complaints opened |
39 |
| Number of complaints closed |
40 |
| % closed within 3 days |
- |
| % closed after 3 days but within 8 weeks |
- |
| % upheld1 |
32.5% |
| 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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