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 2023. 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 2023

**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	3.9 per 1,000 accounts	101,716	102,817	78.6%	21.2%	60.0%	General Admin/ Customer Service
Home Finance	6.34 per 1,000 balances outstanding	6,015	5,987	41.2%	57.2%	63.0%	General Admin/ Customer Service
Insurance and Pure Protection	0.09 per 1,000 policies in force	657	724	25.7%	62.8%	46.4%	General Admin/ Customer Service
Decumulation² & Pensions	0.15 per 1,000 policies in force	48	42	19.0%	35.7%	69.0%	Advising/ Selling/ Arranging
Investments	1.3 per 1,000 client accounts	1,358	1,400	20.4%	76.0%	65.1%	General Admin/ Customer Service
Credit Related	6.89 per 1,000 accounts/loans	6,004	6,087	-	-	54.7%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.9 per 1,000 accounts
Number of complaints opened	101,716
Number of complaints closed	102,817
% closed within 3 days	78.6%
% closed after 3 days but within 8 weeks	21.2%
% 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	6.34 per 1,000 balances outstanding
Number of complaints opened	6,015
Number of complaints closed	5,987
% closed within 3 days	41.2%
% closed after 3 days but within 8 weeks	57.2%
% upheld¹	63.0%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.09 per 1,000 policies in force
Number of complaints opened	657
Number of complaints closed	724
% closed within 3 days	25.7%
% closed after 3 days but within 8 weeks	62.8%
% upheld¹	46.4%
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	42
% closed within 3 days	19.0%
% closed after 3 days but within 8 weeks	35.7%
% upheld¹	69.0%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product/Service Group	Investments
Number of complaints opened by volume of business	1.3 per 1,000 client accounts
Number of complaints opened	1,358
Number of complaints closed	1,400
% closed within 3 days	20.4%
% closed after 3 days but within 8 weeks	76.0%
% upheld¹	65.1%
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	6,004
Number of complaints closed	6,087
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	54.7%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**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	3.97 per 1,000 accounts	88,620	89,807	79.7%	20.1%	61.5%	General Admin/ Customer Service
Home Finance	6.44 per 1,000 balances outstanding	5,227	5,246	41.1%	57.1%	63.1%	General Admin/ Customer Service
Insurance and Pure Protection	0.08 per 1,000 policies in force	594	673	23.5%	64.2%	47.4%	General Admin/ Customer Service
Decumulation² & Pensions	0.15 per 1,000 policies in force	48	42	19.0%	35.7%	69.0%	Advising/ Selling/ Arranging
Investments	1.25 per 1,000 client accounts	1,272	1,319	19.3%	77.1%	65.8%	General Admin/ Customer Service
Credit Related	7.4 per 1,000 accounts/loans	5,570	5,651	-	-	56.1%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.97 per 1,000 accounts
Number of complaints opened	88,620
Number of complaints closed	89,807
% closed within 3 days	79.7%
% closed after 3 days but within 8 weeks	20.1%
% upheld¹	61.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	6.44 per 1,000 balances outstanding
Number of complaints opened	5,227
Number of complaints closed	5,246
% closed within 3 days	41.1%
% closed after 3 days but within 8 weeks	57.1%
% upheld¹	63.1%
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	594
Number of complaints closed	673
% closed within 3 days	23.5%
% closed after 3 days but within 8 weeks	64.2%
% upheld¹	47.4%
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	42
% closed within 3 days	19.0%
% closed after 3 days but within 8 weeks	35.7%
% upheld¹	69.0%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product / Service Group	Investments
Number of complaints opened by volume of business	1.25 per 1,000 client accounts
Number of complaints opened	1,272
Number of complaints closed	1,319
% closed within 3 days	19.3%
% closed after 3 days but within 8 weeks	77.1%
% upheld¹	65.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	7.4 per 1,000 accounts/loans
Number of complaints opened	5,570
Number of complaints closed	5,651
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	56.1%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**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	3.48 per 1,000 accounts	13,096	13,010	71.1%	28.8%	49.4%	General Admin/ Customer Service
Home Finance	5.73 per 1,000 balances outstanding	788	741	41.7%	57.9%	62.2%	General Admin/ Customer Service
Insurance and Pure Protection	0.13 per 1,000 policies in force	63	51	54.9%	45.1%	33.3%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.8 per 1,000 client accounts	86	81	38.3%	58.0%	53.1%	General Admin/ Customer Service
Credit Related	3.64 per 1,000 accounts/loans	434	436	-	-	36.0%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.48 per 1,000 accounts
Number of complaints opened	13,096
Number of complaints closed	13,010
% closed within 3 days	71.1%
% closed after 3 days but within 8 weeks	28.8%
% upheld¹	49.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	5.73 per 1,000 balances outstanding
Number of complaints opened	788
Number of complaints closed	741
% closed within 3 days	41.7%
% closed after 3 days but within 8 weeks	57.9%
% 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	0.13 per 1,000 policies in force
Number of complaints opened	63
Number of complaints closed	51
% closed within 3 days	54.9%
% closed after 3 days but within 8 weeks	45.1%
% upheld¹	33.3%
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	3.8 per 1,000 client accounts
Number of complaints opened	86
Number of complaints closed	81
% closed within 3 days	38.3%
% closed after 3 days but within 8 weeks	58.0%
% upheld¹	53.1%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.64 per 1,000 accounts/loans
Number of complaints opened	434
Number of complaints closed	436
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	36.0%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**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	0.43 per 1,000 accounts	397	376	74.7%	24.2%	71.8%	General Admin/ Customer Service
Home Finance	0.35 per 1,000 balances outstanding	1	1	100.0%	0.0%	100.0%	General Admin/ Customer Service
Insurance and Pure Protection	0.15 per 1,000 policies in force	2	2	50.0%	50.0%	100.0%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	5.32 per 1,000 client accounts	65	49	26.5%	59.2%	69.4%	General Admin/ Customer Service
Credit Related	3.54 per 1,000 accounts/loans	19	19	-	-	57.9%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	0.43 per 1,000 accounts
Number of complaints opened	397
Number of complaints closed	376
% closed within 3 days	74.7%
% closed after 3 days but within 8 weeks	24.2%
% upheld¹	71.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	0.35 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	0.15 per 1,000 policies in force
Number of complaints opened	2
Number of complaints closed	2
% closed within 3 days	50.0%
% closed after 3 days but within 8 weeks	50.0%
% upheld¹	100.0%
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	5.32 per 1,000 client accounts
Number of complaints opened	65
Number of complaints closed	49
% closed within 3 days	26.5%
% closed after 3 days but within 8 weeks	59.2%
% upheld¹	69.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.54 per 1,000 accounts/loans
Number of complaints opened	19
Number of complaints closed	19
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	57.9%
Main cause of complaints opened	-

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

**Period covered in this report:** 1 January to 30 June 2023

**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	0.74 per 1,000 policies in force	7	7	0.0%	42.9%	14.3%	General Admin/ Customer Service
Investments	n/a	7	8	12.5%	75.0%	50.0%	General Admin/ Customer Service
Credit Related	-	-	-	-	-	-	-

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

**Period covered in this report:** 1 January to 30 June 2023

**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	0.74 per 1,000 policies in force
Number of complaints opened	7
Number of complaints closed	7
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	42.9%
% upheld¹	14.3%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Investments
Number of complaints opened by volume of business	n/a
Number of complaints opened	7
Number of complaints closed	8
% closed within 3 days	12.5%
% closed after 3 days but within 8 weeks	75.0%
% upheld¹	50.0%
Main cause of complaints opened	General Admin/ Customer Service

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 2023

**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	3.9 per 1,000 accounts	101,716	102,817	78.6%	21.2%	60.0%	General Admin/ Customer Service
Home Finance	6.34 per 1,000 balances outstanding	6,015	5,987	41.2%	57.2%	63.0%	General Admin/ Customer Service
Insurance and Pure Protection	0.09 per 1,000 policies in force	657	724	25.7%	62.8%	46.4%	General Admin/ Customer Service
Decumulation² & Pensions	0.15 per 1,000 policies in force	48	42	19.0%	35.7%	69.0%	Advising/ Selling/ Arranging
Investments	1.3 per 1,000 client accounts	1,358	1,400	20.4%	76.0%	65.1%	General Admin/ Customer Service
Credit Related	6.89 per 1,000 accounts/loans	6,004	6,087	-	-	54.7%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.9 per 1,000 accounts
Number of complaints opened	101,716
Number of complaints closed	102,817
% closed within 3 days	78.6%
% closed after 3 days but within 8 weeks	21.2%
% 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	6.34 per 1,000 balances outstanding
Number of complaints opened	6,015
Number of complaints closed	5,987
% closed within 3 days	41.2%
% closed after 3 days but within 8 weeks	57.2%
% upheld¹	63.0%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.09 per 1,000 policies in force
Number of complaints opened	657
Number of complaints closed	724
% closed within 3 days	25.7%
% closed after 3 days but within 8 weeks	62.8%
% upheld¹	46.4%
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	42
% closed within 3 days	19.0%
% closed after 3 days but within 8 weeks	35.7%
% upheld¹	69.0%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product/Service Group	Investments
Number of complaints opened by volume of business	1.3 per 1,000 client accounts
Number of complaints opened	1,358
Number of complaints closed	1,400
% closed within 3 days	20.4%
% closed after 3 days but within 8 weeks	76.0%
% upheld¹	65.1%
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	6,004
Number of complaints closed	6,087
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	54.7%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**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	3.97 per 1,000 accounts	88,620	89,807	79.7%	20.1%	61.5%	General Admin/ Customer Service
Home Finance	6.44 per 1,000 balances outstanding	5,227	5,246	41.1%	57.1%	63.1%	General Admin/ Customer Service
Insurance and Pure Protection	0.08 per 1,000 policies in force	594	673	23.5%	64.2%	47.4%	General Admin/ Customer Service
Decumulation² & Pensions	0.15 per 1,000 policies in force	48	42	19.0%	35.7%	69.0%	Advising/ Selling/ Arranging
Investments	1.25 per 1,000 client accounts	1,272	1,319	19.3%	77.1%	65.8%	General Admin/ Customer Service
Credit Related	7.4 per 1,000 accounts/loans	5,570	5,651	-	-	56.1%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.97 per 1,000 accounts
Number of complaints opened	88,620
Number of complaints closed	89,807
% closed within 3 days	79.7%
% closed after 3 days but within 8 weeks	20.1%
% upheld¹	61.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	6.44 per 1,000 balances outstanding
Number of complaints opened	5,227
Number of complaints closed	5,246
% closed within 3 days	41.1%
% closed after 3 days but within 8 weeks	57.1%
% upheld¹	63.1%
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	594
Number of complaints closed	673
% closed within 3 days	23.5%
% closed after 3 days but within 8 weeks	64.2%
% upheld¹	47.4%
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	42
% closed within 3 days	19.0%
% closed after 3 days but within 8 weeks	35.7%
% upheld¹	69.0%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product / Service Group	Investments
Number of complaints opened by volume of business	1.25 per 1,000 client accounts
Number of complaints opened	1,272
Number of complaints closed	1,319
% closed within 3 days	19.3%
% closed after 3 days but within 8 weeks	77.1%
% upheld¹	65.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	7.4 per 1,000 accounts/loans
Number of complaints opened	5,570
Number of complaints closed	5,651
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	56.1%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**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	3.48 per 1,000 accounts	13,096	13,010	71.1%	28.8%	49.4%	General Admin/ Customer Service
Home Finance	5.73 per 1,000 balances outstanding	788	741	41.7%	57.9%	62.2%	General Admin/ Customer Service
Insurance and Pure Protection	0.13 per 1,000 policies in force	63	51	54.9%	45.1%	33.3%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.8 per 1,000 client accounts	86	81	38.3%	58.0%	53.1%	General Admin/ Customer Service
Credit Related	3.64 per 1,000 accounts/loans	434	436	-	-	36.0%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.48 per 1,000 accounts
Number of complaints opened	13,096
Number of complaints closed	13,010
% closed within 3 days	71.1%
% closed after 3 days but within 8 weeks	28.8%
% upheld¹	49.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	5.73 per 1,000 balances outstanding
Number of complaints opened	788
Number of complaints closed	741
% closed within 3 days	41.7%
% closed after 3 days but within 8 weeks	57.9%
% 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	0.13 per 1,000 policies in force
Number of complaints opened	63
Number of complaints closed	51
% closed within 3 days	54.9%
% closed after 3 days but within 8 weeks	45.1%
% upheld¹	33.3%
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	3.8 per 1,000 client accounts
Number of complaints opened	86
Number of complaints closed	81
% closed within 3 days	38.3%
% closed after 3 days but within 8 weeks	58.0%
% upheld¹	53.1%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.64 per 1,000 accounts/loans
Number of complaints opened	434
Number of complaints closed	436
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	36.0%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**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	0.43 per 1,000 accounts	397	376	74.7%	24.2%	71.8%	General Admin/ Customer Service
Home Finance	0.35 per 1,000 balances outstanding	1	1	100.0%	0.0%	100.0%	General Admin/ Customer Service
Insurance and Pure Protection	0.15 per 1,000 policies in force	2	2	50.0%	50.0%	100.0%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	5.32 per 1,000 client accounts	65	49	26.5%	59.2%	69.4%	General Admin/ Customer Service
Credit Related	3.54 per 1,000 accounts/loans	19	19	-	-	57.9%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 January to 30 June 2023

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	0.43 per 1,000 accounts
Number of complaints opened	397
Number of complaints closed	376
% closed within 3 days	74.7%
% closed after 3 days but within 8 weeks	24.2%
% upheld¹	71.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	0.35 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	0.15 per 1,000 policies in force
Number of complaints opened	2
Number of complaints closed	2
% closed within 3 days	50.0%
% closed after 3 days but within 8 weeks	50.0%
% upheld¹	100.0%
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	5.32 per 1,000 client accounts
Number of complaints opened	65
Number of complaints closed	49
% closed within 3 days	26.5%
% closed after 3 days but within 8 weeks	59.2%
% upheld¹	69.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.54 per 1,000 accounts/loans
Number of complaints opened	19
Number of complaints closed	19
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	57.9%
Main cause of complaints opened	-

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

**Period covered in this report:** 1 January to 30 June 2023

**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	0.74 per 1,000 policies in force	7	7	0.0%	42.9%	14.3%	General Admin/ Customer Service
Investments	n/a	7	8	12.5%	75.0%	50.0%	General Admin/ Customer Service
Credit Related	-	-	-	-	-	-	-

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

**Period covered in this report:** 1 January to 30 June 2023

**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	0.74 per 1,000 policies in force
Number of complaints opened	7
Number of complaints closed	7
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	42.9%
% upheld¹	14.3%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Investments
Number of complaints opened by volume of business	n/a
Number of complaints opened	7
Number of complaints closed	8
% closed within 3 days	12.5%
% closed after 3 days but within 8 weeks	75.0%
% upheld¹	50.0%
Main cause of complaints opened	General Admin/ Customer Service

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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