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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 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 January to 30 June 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

5.84 per 1,000 accounts

141,599

143,335

65.7%

32.4%

56.8%

General Admin/ Customer Service

Home Finance

8.00 per 1,000 balances outstanding

7,770

8,546

38.6%

55.9%

62.2%

General Admin/ Customer Service

Insurance and Pure Protection

0.33 per 1,000 policies in force

2,630

4,518

24.4%

47.7%

59.2%

Advising/ Selling/ Arranging

Decumulation2 & Pensions

0.20 per 1,000 policies in force

64

67

20.9%

55.2%

59.7%

Advising/ Selling/ Arranging

Investments

2.14 per 1,000 client accounts

2,207

2,324

26.3%

66.0%

59.3%

General Admin/ Customer Service

Credit Related

18.22 per 1,000 accounts/loans

12,205

13,127

-

-

54.8%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2021

 

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

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

5.84 per 1,000 accounts

Number of complaints opened

141,599

Number of complaints closed

143,335

% closed within 3 days

65.7%

% closed after 3 days but within 8 weeks

32.4%

% upheld1

56.8%

Main cause of complaints opened

General Admin/ Customer Service

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

8.00 per 1,000 balances outstanding

Number of complaints opened

7,770

Number of complaints closed

8,546

% closed within 3 days

38.6%

% closed after 3 days but within 8 weeks

55.9%

% 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

0.33 per 1,000 policies in force

Number of complaints opened

2,630

Number of complaints closed

4,518

% closed within 3 days

24.4%

% closed after 3 days but within 8 weeks

47.7%

% upheld1

59.2%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product / Service Group

Decumulation2 & Pensions

Number of complaints opened by volume of business

0.20 per 1,000 policies in force

Number of complaints opened

64

Number of complaints closed

67

% closed within 3 days

20.9%

% closed after 3 days but within 8 weeks

55.2%

% upheld1

59.7%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product / Service Group

Investments

Number of complaints opened by volume of business

2.14 per 1,000 client accounts

Number of complaints opened

2,207

Number of complaints closed

2,324

% closed within 3 days

26.3%

% closed after 3 days but within 8 weeks

66.0%

% upheld1

59.3%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

18.22 per 1,000 accounts/loans

Number of complaints opened

12,205

Number of complaints closed

13,127

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

54.8%

Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 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

6.04 per 1,000 accounts

126,797

128,606

63.1%

34.7%

58.7%

General Admin/ Customer Service

Home Finance

8.25 per 1,000 balances outstanding

6,728

7,520

34.5%

59.5%

62.8%

General Admin/ Customer Service

Insurance and Pure Protection

0.34 per 1,000 policies in force

2,542

3,283

31.8%

52.3%

45.8%

Advising/ Selling/ Arranging

Decumulation2 & Pensions

0.20 per 1,000 policies in force

64

67

20.9%

55.2%

59.7%

Advising/ Selling/ Arranging

Investments

2.03 per 1,000 client accounts

2,048

2,161

23.0%

68.9%

60.7%

General Admin/ Customer Service

Credit Related

20.86 per 1,000 accounts/loans

11,622

12,531

-

-

55.7%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2021    

 

Brands/trading names covered: HSBC UK Bank 

Product / Service Group

Banking & Credit Cards

Number of complaints opened by volume of business

6.04 per 1,000 accounts

Number of complaints opened

126,797

Number of complaints closed

128,606

% closed within 3 days

63.1%

% closed after 3 days but within 8 weeks

34.7%

% upheld1

58.7%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Home Finance

Number of complaints opened by volume of business

8.25 per 1,000 balances outstanding

Number of complaints opened

6,728

Number of complaints closed

7,520

% closed within 3 days

34.5%

% closed after 3 days but within 8 weeks

59.5%

% upheld1

62.8%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.34 per 1,000 policies in force

Number of complaints opened

2,542

Number of complaints closed

3,283

% closed within 3 days

31.8%

% closed after 3 days but within 8 weeks

52.3%

% upheld1

45.8%

Main cause of complaints opened

Advising/ Selling/ Arranging

Product / Service Group

Decumulation2 & Pensions

Number of complaints opened by volume of business

0.20 per 1,000 policies in force

Number of complaints opened

64

Number of complaints closed

67

% closed within 3 days

20.9%

% closed after 3 days but within 8 weeks

55.2%

% upheld1

59.7%

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

2,048

Number of complaints closed

2,161

% closed within 3 days

23.0%

% closed after 3 days but within 8 weeks

68.9%

% upheld1

60.7%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

20.86 per 1,000 accounts/loans

Number of complaints opened

11,622

Number of complaints closed

12,531

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

55.7%

Main cause of complaints opened

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 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

4.52 per 1,000 accounts

14,802

14,729

88.1%

11.8%

39.9%

General Admin/ Customer Service

Home Finance

6.72 per 1,000 balances outstanding

1,042

1,026

69.2%

29.1%

57.9%

General Admin/ Customer Service

Insurance and Pure Protection

0.17 per 1,000 policies in force

88

1,235

4.8%

35.2%

94.7%

Advising/ Selling/ Arranging

Decumulation2 & Pensions

N/A

-

-

-

-

-

-

Investments

6.83 per 1,000 client accounts

159

163

70.6%

28.2%

40.5%

General Admin/ Customer Service

Credit Related

5.17 per 1,000 accounts/loans

583

596

-

-

35.9%

-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2021    

 

Brands/trading names covered: first direct 

Product / Service Group

Banking & Credit Cards

Number of complaints opened by volume of business

4.52 per 1,000 accounts

Number of complaints opened

14,802

Number of complaints closed

14,729

% closed within 3 days

88.1%

% closed after 3 days but within 8 weeks

11.8%

% upheld1

39.9%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Home Finance

Number of complaints opened by volume of business

6.72 per 1,000 balances outstanding

Number of complaints opened

1,042

Number of complaints closed

1,026

% closed within 3 days

69.2%

% closed after 3 days but within 8 weeks

29.1%

% upheld1

57.9%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Insurance and Pure Protection

Number of complaints opened by volume of business

0.17 per 1,000 policies in force

Number of complaints opened

88

Number of complaints closed

1,235

% closed within 3 days

4.8%

% closed after 3 days but within 8 weeks

35.2%

% upheld1

94.7%

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

6.83 per 1,000 client accounts

Number of complaints opened

159

Number of complaints closed

163

% closed within 3 days

70.6%

% closed after 3 days but within 8 weeks

28.2%

% upheld1

40.5%

Main cause of complaints opened

General Admin/ Customer Service

Product / Service Group

Credit Related

Number of complaints opened by volume of business

5.17 per 1,000 accounts/loans

Number of complaints opened

583

Number of complaints closed

596

% closed within 3 days

-

% closed after 3 days but within 8 weeks

-

% upheld1

35.9%

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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