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 second 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 July to 31st December 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
8.55 per 1,000 accounts 206,194 206,891 68.6% 30.7% 56.2% General Admin/ Customer Service
Home Finance
10.66 per 1,000 balances outstanding 9,572 9,529 46.1% 52.7% 65.1% General Admin/ Customer Service
Insurance and Pure Protection
29.86 per 1,000 policies in force 185,172 156,168 41.2% 45.0% 45.1% Advising, Selling & Arranging
Decumulation2 & Pensions
5.45 per 1,000 policies in force 57 55 9.1% 74.5% 25.5% Advising, Selling & Arranging
Investments
2.36 per 1,000 client accounts 2,277 2,195 33.3% 62.7% 52.8% General Admin/ Customer Service
Credit Related
10.45 per 1,000 accounts/loans 8,112 8,231 - - 59.5% -

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1st July to 31st December 2019

 

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

Product / Service Group
Banking & Credit Cards
Number of complaints opened by volume of business
8.55 per 1,000 accounts
Number of complaints opened
206,194
Number of complaints closed
206,891
% closed within 3 days
68.6%
% closed after 3 days but within 8 weeks
30.7%
% upheld1
56.2%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Home Finance
Number of complaints opened by volume of business
10.66 per 1,000 balances outstanding
Number of complaints opened
9,572
Number of complaints closed
9,529
% closed within 3 days
46.1%
% closed after 3 days but within 8 weeks
52.7%
% upheld1
65.1%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business
29.86 per 1,000 policies in force
Number of complaints opened
185,172
Number of complaints closed
156,168
% closed within 3 days
41.2%
% closed after 3 days but within 8 weeks
45.0%
% upheld1
45.1%
Main cause of complaints opened
Advising, Selling & Arranging
Product / Service Group
Decumulation2 & Pensions
Number of complaints opened by volume of business
5.45 per 1,000 policies in force
Number of complaints opened
57
Number of complaints closed
55
% closed within 3 days
9.1%
% closed after 3 days but within 8 weeks
74.5%
% upheld1
25.5%
Main cause of complaints opened
Advising, Selling & Arranging
Product / Service Group
Investments
Number of complaints opened by volume of business
2.36 per 1,000 client accounts
Number of complaints opened
2,277
Number of complaints closed
2,195
% closed within 3 days
33.3%
% closed after 3 days but within 8 weeks
62.7%
% upheld1
52.8%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Credit Related
Number of complaints opened by volume of business
10.45 per 1,000 accounts/loans
Number of complaints opened
8,112
Number of complaints closed
8,231
% closed within 3 days
-
% closed after 3 days but within 8 weeks
-
% upheld1
59.5%
Main cause of complaints opened
-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1st July to 31st December 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
8.64 per 1,000 accounts 179,944 179,638
68.4% 30.8% 57.5% General Admin/ Customer Service
Home Finance
11.18 per 1,000 balances outstanding 8,191
8,033
45.2% 53.6% 64.6% General Admin/ Customer Service
Insurance and Pure Protection
28.31 per 1,000 policies in force 165,735
140,901
45.3% 41.6% 41.6% Advising, Selling & Arranging
Decumulation2  & Pensions
5.45 per 1,000 policies in force 57
55
9.1% 74.5% 25.5% Advising, Selling & Arranging
Investments
2.26 per 1,000 client accounts 2,130
2,041
31.9% 63.9% 52.3% General Admin/ Customer Service
Credit Related
11.65 per 1,000 accounts/loans 7,630
7,739
- - 60.5% -

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1st July to 31st December 2019

 

Brands/trading names covered: HSBC UK Bank 

Product / Service Group
Banking & Credit Cards
Number of complaints opened by volume of business
8.64 per 1,000 accounts
Number of complaints opened
179,944
Number of complaints closed
179,638
% closed within 3 days
68.4%
% closed after 3 days but within 8 weeks
30.8%
% upheld1
57.5%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Home Finance
Number of complaints opened by volume of business
11.18 per 1,000 balances outstanding
Number of complaints opened
8,191
Number of complaints closed
8,033
% closed within 3 days
45.2%
% closed after 3 days but within 8 weeks
53.6%
% upheld1
64.6%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business
28.31 per 1,000 policies in force
Number of complaints opened
165,735
Number of complaints closed
140,901
% closed within 3 days
45.3%
% closed after 3 days but within 8 weeks
41.6%
% upheld1
41.6%
Main cause of complaints opened
Advising, Selling & Arranging
Product / Service Group
Decumulation2  & Pensions
Number of complaints opened by volume of business
5.45 per 1,000 policies in force
Number of complaints opened
57
Number of complaints closed
55
% closed within 3 days
9.1%
% closed after 3 days but within 8 weeks
74.5%
% upheld1
25.5%
Main cause of complaints opened
Advising, Selling & Arranging
Product / Service Group
Investments
Number of complaints opened by volume of business
2.26 per 1,000 client accounts
Number of complaints opened
2,130
Number of complaints closed
2,041
% closed within 3 days
31.9%
% closed after 3 days but within 8 weeks
63.9%
% upheld1
52.3%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Credit Related
Number of complaints opened by volume of business
11.65 per 1,000 accounts/loans
Number of complaints opened
7,630
Number of complaints closed
7,739
% closed within 3 days
-
% closed after 3 days but within 8 weeks
-
% upheld1
60.5%
Main cause of complaints opened
-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1st July to 31st December 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
7.95 per 1,000 accounts 26,250
27,253
69.6% 30.1% 47.4% General Admin/ Customer Service
Home Finance
8.34 per 1,000 balances outstanding 1,381
1,496
51.4% 47.9% 68.1% General Admin/ Customer Service
Insurance and Pure Protection
55.9 per 1,000 policies in force 19,437
15,267
3.3% 75.9% 77.5% Advising, Selling & Arranging
Decumulation2   & Pensions
- - - - - - -
Investments
6.49 per 1,000 client accounts 147
154
52.6% 46.8% 60.4% General Admin/ Customer Service
Credit Related
3.98 per 1,000 accounts/loans 482
492
- - 44.1% -

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1st July to 31st December 2019

 

Brands/trading names covered: first direct 

Product / Service Group
Banking & Credit Cards
Number of complaints opened by volume of business 7.95 per 1,000 accounts
Number of complaints opened
26,250
Number of complaints closed
27,253
% closed within 3 days
69.6%
% closed after 3 days but within 8 weeks
30.1%
% upheld1
47.4%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Home Finance
Number of complaints opened by volume of business 8.34 per 1,000 balances outstanding
Number of complaints opened
1,381
Number of complaints closed
1,496
% closed within 3 days
51.4%
% closed after 3 days but within 8 weeks
47.9%
% upheld1
68.1%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business 55.9 per 1,000 policies in force
Number of complaints opened
19,437
Number of complaints closed
15,267
% closed within 3 days
3.3%
% closed after 3 days but within 8 weeks
75.9%
% upheld1
77.5%
Main cause of complaints opened
Advising, Selling & Arranging
Product / Service Group
Decumulation2   & Pensions
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
Investments
Number of complaints opened by volume of business 6.49 per 1,000 client accounts
Number of complaints opened
147
Number of complaints closed
154
% closed within 3 days
52.6%
% closed after 3 days but within 8 weeks
46.8%
% upheld1
60.4%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Credit Related
Number of complaints opened by volume of business 3.98 per 1,000 accounts/loans
Number of complaints opened
482
Number of complaints closed
492
% closed within 3 days
-
% closed after 3 days but within 8 weeks
-
% upheld1
44.1%
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