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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 2020. 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: 1 January to 30 June 2020

 

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
6.02 per 1,000 accounts 146,401 149,530 70.6% 29.0% 57.0% General Admin/ Customer Service
Home Finance
10.27 per 1,000 balances outstanding 9,281 9,177 43.5% 55.6% 65.4% General Admin/ Customer Service
Insurance and Pure Protection
9.68 per 1,000 policies in force 59,925 93,644 14.6% 32.8% 79.3% Advising/Selling/Arranging
Decumulation2 & Pensions
0.18 per 1,000 policies in force 56 58 31.0% 41.4% 31.0% Advising/Selling/Arranging
Investments
2.65 per 1,000 client accounts 2,763 2,672 32.6% 61.8% 54.7% General Admin/ Customer Service
Credit Related
29.74 per 1,000 accounts/loans 22,752 19,562 - - 65.5% -

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2020

 

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

Product / Service Group
Banking & Credit Cards
Number of complaints opened by volume of business
6.02 per 1,000 accounts
Number of complaints opened
146,401
Number of complaints closed
149,530
% closed within 3 days
70.6%
% closed after 3 days but within 8 weeks
29.0%
% upheld1
57.0%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Home Finance
Number of complaints opened by volume of business
10.27 per 1,000 balances outstanding
Number of complaints opened
9,281
Number of complaints closed
9,177
% closed within 3 days
43.5%
% closed after 3 days but within 8 weeks
55.6%
% upheld1
65.4%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business
9.68 per 1,000 policies in force
Number of complaints opened
59,925
Number of complaints closed
93,644
% closed within 3 days
14.6%
% closed after 3 days but within 8 weeks
32.8%
% upheld1
79.3%
Main cause of complaints opened
Advising/Selling/Arranging
Product / Service Group
Decumulation2 & Pensions
Number of complaints opened by volume of business
0.18 per 1,000 policies in force
Number of complaints opened
56
Number of complaints closed
58
% closed within 3 days
31.0%
% closed after 3 days but within 8 weeks
41.4%
% upheld1
31.0%
Main cause of complaints opened
Advising/Selling/Arranging
Product / Service Group
Investments
Number of complaints opened by volume of business
2.65 per 1,000 client accounts
Number of complaints opened
2,763
Number of complaints closed
2,672
% closed within 3 days
32.6%
% closed after 3 days but within 8 weeks
61.8%
% upheld1
54.7%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Credit Related
Number of complaints opened by volume of business
29.74 per 1,000 accounts/loans
Number of complaints opened
22,752
Number of complaints closed
19,562
% closed within 3 days
-
% closed after 3 days but within 8 weeks
-
% upheld1
65.5%
Main cause of complaints opened
-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2020

 

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
5.94 per 1,000 accounts 124,860 127,850
70.0% 29.5% 59.1% General Admin/ Customer Service
Home Finance
10.59 per 1,000 balances outstanding 7,838 7,779 41.0% 58.1% 65.7% General Admin/ Customer Service
Insurance and Pure Protection
9.35 per 1,000 policies in force 54,631 82,773 16.1% 28.3% 77.6% Advising/Selling/Arranging
Decumulation2  & Pensions
0.17 per 1,000 policies in force 54
57
29.8% 42.1% 29.8% Advising/Selling/Arranging
Investments
2.49 per 1,000 client accounts 2,540
2,477
31.2% 62.7% 54.9% General Admin/ Customer Service
Credit Related
34.15 per 1,000 accounts/loans 22,077 18,918 - - 66.3% -

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2020

 

Brands/trading names covered: HSBC UK Bank 

Product / Service Group
Banking & Credit Cards
Number of complaints opened by volume of business
5.94 per 1,000 accounts
Number of complaints opened
124,860
Number of complaints closed
127,850
% closed within 3 days
70.0%
% closed after 3 days but within 8 weeks
29.5%
% upheld1
59.1%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Home Finance
Number of complaints opened by volume of business
10.59 per 1,000 balances outstanding
Number of complaints opened
7,838
Number of complaints closed
7,779
% closed within 3 days
41.0%
% closed after 3 days but within 8 weeks
58.1%
% upheld1
65.7%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business
9.35 per 1,000 policies in force
Number of complaints opened
54,631
Number of complaints closed
82,773
% closed within 3 days
16.1%
% closed after 3 days but within 8 weeks
28.3%
% upheld1
77.6%
Main cause of complaints opened
Advising/Selling/Arranging
Product / Service Group
Decumulation2  & Pensions
Number of complaints opened by volume of business
0.17 per 1,000 policies in force
Number of complaints opened
54
Number of complaints closed
57
% closed within 3 days
29.8%
% closed after 3 days but within 8 weeks
42.1%
% upheld1
29.8%
Main cause of complaints opened
Advising/Selling/Arranging
Product / Service Group
Investments
Number of complaints opened by volume of business
2.49 per 1,000 client accounts
Number of complaints opened
2,540
Number of complaints closed
2,477
% closed within 3 days
31.2%
% closed after 3 days but within 8 weeks
62.7%
% upheld1
54.9%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Credit Related
Number of complaints opened by volume of business
34.15 per 1,000 accounts/loans
Number of complaints opened
22,077
Number of complaints closed
18,918
% closed within 3 days
-
% closed after 3 days but within 8 weeks
-
% upheld1
66.3%
Main cause of complaints opened
-

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2020

 

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
6.54 per 1,000 accounts 21,541
21,680
74.3% 25.5% 44.5% General Admin/ Customer Service
Home Finance
8.78 per 1,000 balances outstanding 1,443
1,398
57.5% 41.6% 63.7% General Admin/ Customer Service
Insurance and Pure Protection
15.24 per 1,000 policies in force 5,294 10,871
3.3% 67.0% 91.6% Advising/Selling/Arranging
Decumulation2   & Pensions
N/A 2 1 100.0% 0.0% 100.0% General Admin/ Customer Service
Investments
9.61 per 1,000 client accounts 223 195
50.3% 49.2% 52.3% General Admin/ Customer Service
Credit Related
5.7 per 1,000 accounts/loans 675 644 - - 43.6% -

Firm name: HSBC UK Bank plc

 

Period covered in this report: 1 January to 30 June 2020

 

Brands/trading names covered: first direct 

Product / Service Group
Banking & Credit Cards
Number of complaints opened by volume of business 6.54 per 1,000 accounts
Number of complaints opened
21,541
Number of complaints closed
21,680
% closed within 3 days
74.3%
% closed after 3 days but within 8 weeks
25.5%
% upheld1
44.5%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Home Finance
Number of complaints opened by volume of business 8.78 per 1,000 balances outstanding
Number of complaints opened
1,443
Number of complaints closed
1,398
% closed within 3 days
57.5%
% closed after 3 days but within 8 weeks
41.6%
% upheld1
63.7%
Main cause of complaints opened
General Admin/ Customer Service
Product / Service Group
Insurance and Pure Protection
Number of complaints opened by volume of business 15.24 per 1,000 policies in force
Number of complaints opened
5,294
Number of complaints closed
10,871
% closed within 3 days
3.3%
% closed after 3 days but within 8 weeks
67.0%
% upheld1
91.6%
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
2
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
Investments
Number of complaints opened by volume of business 9.61 per 1,000 client accounts
Number of complaints opened
223
Number of complaints closed
195
% closed within 3 days
50.3%
% closed after 3 days but within 8 weeks
49.2%
% 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 5.7 per 1,000 accounts/loans
Number of complaints opened
675
Number of complaints closed
644
% closed within 3 days
-
% closed after 3 days but within 8 weeks
-
% upheld1
43.6%
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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