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 2019. 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 Bank plc or for the individual brands, please select a link below.

Firm name: HSBC UK Bank plc

Period covered in this report: 1st January to 30th June 2019

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

8.52 per 1,000 accounts 203,168

204,611

71.6%

27.1%

53.6%

General Admin/ Customer Service

Home finance

10.81 per 1,000 balances outstanding 9,709

9,724

61.7%

36.1%

63.6%

General Admin/ Customer Service

Insurance and Pure Protection

16.44 per 1,000 policies in force

102,245

98,293

34.2%

65.3%

58.3%

Advising/ Selling/ Arranging

Decumulation2 and pensions

6.06 per 1,000 policies in force

60

61

14.8%

73.8%

27.9%

Advising/ Selling/ Arranging

Investments

1.88 per 1,000 client accounts

1,747

1,727

38.7%

55.4%

55.2%

General Admin/ Customer Service

Credit related

11.09 per 1,000 accounts/loans

8,469

8,579

-

-

55.7%

-

Firm name: HSBC UK Bank plc

Period covered in this report: 1st January to 30th June 2019

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

8.65 per 1,000 accounts

177,605

179,168

71.9%

26.6%

54.0%

General Admin/ Customer Service

Home finance

10.90 per 1,000 balances outstanding

7,972

8,011

61.8%

35.8%

63.2%

General Admin/ Customer Service

Insurance and Pure Protection

14.72 per 1,000 policies in force

91,122

86,018

38.0%

61.7%

55.9%

Advising/ Selling/ Arranging

Decumulation2 and pensions

6.06 per 1,000 policies in force

60

61

14.8%

73.8%

27.9%

Advising/ Selling/ Arranging

Investments

1.65 per 1,000 client accounts

1,491

1,460

36.6%

57.5%

51.5%

General Admin/ Customer Service

Credit related

12.37 per 1,000 accounts/loans

7,956

8,066

-

-

56.6%

-

Firm name: HSBC UK Bank plc

Period covered in this report: 1st January to 30th June 2019

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

7.72 per 1,000 accounts

25,563

25,443

69.4%

30.4%

50.7%

General Admin/ Customer Service

Home finance

10.41 per 1,000 balances outstanding

1,737

1,713

61.3%

37.6%

65.6%

General Admin/ Customer Service

Insurance and Pure Protection

31.93 per 1,000 policies in force

11,123

12,275

7.6%

90.2%

75.2%

Advising/ Selling/ Arranging

Decumulation2 and pensions

-

-

-

-

-

-

-

Investments

4.97 per 1,000 client accounts

113

114

53.5%

45.6%

62.3%

General Admin/ Customer Service

Credit related

4.26 per 1,000 accounts/loans

513

513

-

-

40.4%

-

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