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 second half of 2025. To see how we've done, simply click on one of our two 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 July to 31 December 2025

**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	2.57 per 1,000 accounts	75,064	75,510	64.40%	34.90%	58.10%	General Admin/ Customer Service
Home Finance	5.14 per 1,000 balances outstanding	5,047	5,227	25.20%	67.30%	63.00%	General Admin/ Customer Service
Insurance and Pure Protection	0.05 per 1,000 policies in force	417	450	18.40%	77.60%	55.30%	General Admin/ Customer Service
Decumulation² & Pensions	0.2 per 1,000 policies in force	66	65	4.60%	56.90%	56.90%	General Admin/ Customer Service
Investments	0.76 per 1,000 client accounts	909	951	14.40%	81.20%	63.10%	General Admin/ Customer Service
Credit Related	5.81 per 1,000 accounts/loans	4,623	4,698	-	-	51.60%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.57 per 1,000 accounts
Number of complaints opened	75,064
Number of complaints closed	75,510
% closed within 3 days	64.40%
% closed after 3 days but within 8 weeks	34.90%
% upheld¹	58.10%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Home Finance
Number of complaints opened by volume of business	5.14 per 1,000 balances outstanding
Number of complaints opened	5,047
Number of complaints closed	5,227
% closed within 3 days	25.20%
% closed after 3 days but within 8 weeks	67.30%
% upheld¹	63.00%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.05 per 1,000 policies in force
Number of complaints opened	417
Number of complaints closed	450
% closed within 3 days	18.40%
% closed after 3 days but within 8 weeks	77.60%
% upheld¹	55.30%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.2 per 1,000 policies in force
Number of complaints opened	66
Number of complaints closed	65
% closed within 3 days	4.60%
% closed after 3 days but within 8 weeks	56.90%
% upheld¹	56.90%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Investments
Number of complaints opened by volume of business	0.76 per 1,000 client accounts
Number of complaints opened	909
Number of complaints closed	951
% closed within 3 days	14.40%
% closed after 3 days but within 8 weeks	81.20%
% upheld¹	63.10%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Credit Related
Number of complaints opened by volume of business	5.81 per 1,000 accounts/loans
Number of complaints opened	4,623
Number of complaints closed	4,698
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	51.60%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**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	2.69 per 1,000 accounts	67,308	67,611	64.4%	34.9%	59.2%	General Admin/ Customer Service
Home Finance	5.3 per 1,000 balances outstanding	4,557	4,728	22.8%	69.0%	63.1%	General Admin/ Customer Service
Insurance and Pure Protection	0.05 per 1,000 policies in force	393	427	15.2%	80.6%	55.3%	General Admin/ Customer Service
Decumulation² & Pensions	0.2 per 1,000 policies in force	66	65	4.6%	56.9%	56.9%	General Admin/ Customer Service
Investments	0.7 per 1,000 client accounts	826	867	11.8%	83.6%	62.5%	General Admin/ Customer Service
Credit Related	6.18 per 1,000 accounts/loans	4,251	4,309	-	-	51.9%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.69 per 1,000 accounts
Number of complaints opened	67,308
Number of complaints closed	67,611
% closed within 3 days	64.4%
% closed after 3 days but within 8 weeks	34.9%
% upheld¹	59.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	5.3 per 1,000 balances outstanding
Number of complaints opened	4,557
Number of complaints closed	4,728
% closed within 3 days	22.8%
% closed after 3 days but within 8 weeks	69.0%
% 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	0.05 per 1,000 policies in force
Number of complaints opened	393
Number of complaints closed	427
% closed within 3 days	15.2%
% closed after 3 days but within 8 weeks	80.6%
% upheld¹	55.3%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.2 per 1,000 policies in force
Number of complaints opened	66
Number of complaints closed	65
% closed within 3 days	4.6%
% closed after 3 days but within 8 weeks	56.9%
% upheld¹	56.9%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Investments
Number of complaints opened by volume of business	0.7 per 1,000 client accounts
Number of complaints opened	826
Number of complaints closed	867
% closed within 3 days	11.8%
% closed after 3 days but within 8 weeks	83.6%
% upheld¹	62.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	6.18 per 1,000 accounts/loans
Number of complaints opened	4,251
Number of complaints closed	4,309
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	51.9%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**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	1.87 per 1,000 accounts	7,756	7,899	64.5%	35.2%	49.4%	General Admin/ Customer Service
Home Finance	4.04 per 1,000 balances outstanding	490	499	48.3%	51.1%	62.3%	General Admin/ Customer Service
Insurance and Pure Protection	0.05 per 1,000 policies in force	24	23	78.3%	21.7%	56.5%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.78 per 1,000 client accounts	83	84	41.7%	56.0%	69.0%	General Admin/ Customer Service
Credit Related	3.45 per 1,000 accounts/loans	372	389	-	-	47.6%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	1.87 per 1,000 accounts
Number of complaints opened	7,756
Number of complaints closed	7,899
% closed within 3 days	64.5%
% closed after 3 days but within 8 weeks	35.2%
% 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	4.04 per 1,000 balances outstanding
Number of complaints opened	490
Number of complaints closed	499
% closed within 3 days	48.3%
% closed after 3 days but within 8 weeks	51.1%
% upheld¹	62.3%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.05 per 1,000 policies in force
Number of complaints opened	24
Number of complaints closed	23
% closed within 3 days	78.3%
% closed after 3 days but within 8 weeks	21.7%
% upheld¹	56.5%
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	3.78 per 1,000 client accounts
Number of complaints opened	83
Number of complaints closed	84
% closed within 3 days	41.7%
% closed after 3 days but within 8 weeks	56.0%
% upheld¹	69.0%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.45 per 1,000 accounts/loans
Number of complaints opened	372
Number of complaints closed	389
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	47.6%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**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	11.12 per 1,000 accounts	452	441	71.7%	19.3%	53.1%	General Admin/ Customer Service
Home Finance	N/A	-	-	-	-	-	-
Insurance and Pure Protection	N/A	-	-	-	-	-	-
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	2.53 per 1,000 client accounts	43	39	53.8%	20.5%	48.7%	General Admin/ Customer Service
Credit Related	6.75 per 1,000 accounts/loans	33	34	-	-	35.3%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	11.12 per 1,000 accounts
Number of complaints opened	452
Number of complaints closed	441
% closed within 3 days	71.7%
% closed after 3 days but within 8 weeks	19.3%
% upheld¹	53.1%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
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	Insurance and Pure Protection
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	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	2.53 per 1,000 client accounts
Number of complaints opened	43
Number of complaints closed	39
% closed within 3 days	53.8%
% closed after 3 days but within 8 weeks	20.5%
% upheld¹	48.7%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	6.75 per 1,000 accounts/loans
Number of complaints opened	33
Number of complaints closed	34
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	35.3%
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 July to 31 December 2025

**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	2.57 per 1,000 accounts	75,064	75,510	64.40%	34.90%	58.10%	General Admin/ Customer Service
Home Finance	5.14 per 1,000 balances outstanding	5,047	5,227	25.20%	67.30%	63.00%	General Admin/ Customer Service
Insurance and Pure Protection	0.05 per 1,000 policies in force	417	450	18.40%	77.60%	55.30%	General Admin/ Customer Service
Decumulation² & Pensions	0.2 per 1,000 policies in force	66	65	4.60%	56.90%	56.90%	General Admin/ Customer Service
Investments	0.76 per 1,000 client accounts	909	951	14.40%	81.20%	63.10%	General Admin/ Customer Service
Credit Related	5.81 per 1,000 accounts/loans	4,623	4,698	-	-	51.60%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.57 per 1,000 accounts
Number of complaints opened	75,064
Number of complaints closed	75,510
% closed within 3 days	64.40%
% closed after 3 days but within 8 weeks	34.90%
% upheld¹	58.10%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Home Finance
Number of complaints opened by volume of business	5.14 per 1,000 balances outstanding
Number of complaints opened	5,047
Number of complaints closed	5,227
% closed within 3 days	25.20%
% closed after 3 days but within 8 weeks	67.30%
% upheld¹	63.00%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.05 per 1,000 policies in force
Number of complaints opened	417
Number of complaints closed	450
% closed within 3 days	18.40%
% closed after 3 days but within 8 weeks	77.60%
% upheld¹	55.30%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.2 per 1,000 policies in force
Number of complaints opened	66
Number of complaints closed	65
% closed within 3 days	4.60%
% closed after 3 days but within 8 weeks	56.90%
% upheld¹	56.90%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Investments
Number of complaints opened by volume of business	0.76 per 1,000 client accounts
Number of complaints opened	909
Number of complaints closed	951
% closed within 3 days	14.40%
% closed after 3 days but within 8 weeks	81.20%
% upheld¹	63.10%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Credit Related
Number of complaints opened by volume of business	5.81 per 1,000 accounts/loans
Number of complaints opened	4,623
Number of complaints closed	4,698
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	51.60%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**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	2.69 per 1,000 accounts	67,308	67,611	64.4%	34.9%	59.2%	General Admin/ Customer Service
Home Finance	5.3 per 1,000 balances outstanding	4,557	4,728	22.8%	69.0%	63.1%	General Admin/ Customer Service
Insurance and Pure Protection	0.05 per 1,000 policies in force	393	427	15.2%	80.6%	55.3%	General Admin/ Customer Service
Decumulation² & Pensions	0.2 per 1,000 policies in force	66	65	4.6%	56.9%	56.9%	General Admin/ Customer Service
Investments	0.7 per 1,000 client accounts	826	867	11.8%	83.6%	62.5%	General Admin/ Customer Service
Credit Related	6.18 per 1,000 accounts/loans	4,251	4,309	-	-	51.9%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.69 per 1,000 accounts
Number of complaints opened	67,308
Number of complaints closed	67,611
% closed within 3 days	64.4%
% closed after 3 days but within 8 weeks	34.9%
% upheld¹	59.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	5.3 per 1,000 balances outstanding
Number of complaints opened	4,557
Number of complaints closed	4,728
% closed within 3 days	22.8%
% closed after 3 days but within 8 weeks	69.0%
% 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	0.05 per 1,000 policies in force
Number of complaints opened	393
Number of complaints closed	427
% closed within 3 days	15.2%
% closed after 3 days but within 8 weeks	80.6%
% upheld¹	55.3%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.2 per 1,000 policies in force
Number of complaints opened	66
Number of complaints closed	65
% closed within 3 days	4.6%
% closed after 3 days but within 8 weeks	56.9%
% upheld¹	56.9%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Investments
Number of complaints opened by volume of business	0.7 per 1,000 client accounts
Number of complaints opened	826
Number of complaints closed	867
% closed within 3 days	11.8%
% closed after 3 days but within 8 weeks	83.6%
% upheld¹	62.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	6.18 per 1,000 accounts/loans
Number of complaints opened	4,251
Number of complaints closed	4,309
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	51.9%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**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	1.87 per 1,000 accounts	7,756	7,899	64.5%	35.2%	49.4%	General Admin/ Customer Service
Home Finance	4.04 per 1,000 balances outstanding	490	499	48.3%	51.1%	62.3%	General Admin/ Customer Service
Insurance and Pure Protection	0.05 per 1,000 policies in force	24	23	78.3%	21.7%	56.5%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.78 per 1,000 client accounts	83	84	41.7%	56.0%	69.0%	General Admin/ Customer Service
Credit Related	3.45 per 1,000 accounts/loans	372	389	-	-	47.6%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	1.87 per 1,000 accounts
Number of complaints opened	7,756
Number of complaints closed	7,899
% closed within 3 days	64.5%
% closed after 3 days but within 8 weeks	35.2%
% 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	4.04 per 1,000 balances outstanding
Number of complaints opened	490
Number of complaints closed	499
% closed within 3 days	48.3%
% closed after 3 days but within 8 weeks	51.1%
% upheld¹	62.3%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.05 per 1,000 policies in force
Number of complaints opened	24
Number of complaints closed	23
% closed within 3 days	78.3%
% closed after 3 days but within 8 weeks	21.7%
% upheld¹	56.5%
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	3.78 per 1,000 client accounts
Number of complaints opened	83
Number of complaints closed	84
% closed within 3 days	41.7%
% closed after 3 days but within 8 weeks	56.0%
% upheld¹	69.0%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.45 per 1,000 accounts/loans
Number of complaints opened	372
Number of complaints closed	389
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	47.6%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**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	11.12 per 1,000 accounts	452	441	71.7%	19.3%	53.1%	General Admin/ Customer Service
Home Finance	N/A	-	-	-	-	-	-
Insurance and Pure Protection	N/A	-	-	-	-	-	-
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	2.53 per 1,000 client accounts	43	39	53.8%	20.5%	48.7%	General Admin/ Customer Service
Credit Related	6.75 per 1,000 accounts/loans	33	34	-	-	35.3%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 July to 31 December 2025

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	11.12 per 1,000 accounts
Number of complaints opened	452
Number of complaints closed	441
% closed within 3 days	71.7%
% closed after 3 days but within 8 weeks	19.3%
% upheld¹	53.1%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
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	Insurance and Pure Protection
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	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	2.53 per 1,000 client accounts
Number of complaints opened	43
Number of complaints closed	39
% closed within 3 days	53.8%
% closed after 3 days but within 8 weeks	20.5%
% upheld¹	48.7%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	6.75 per 1,000 accounts/loans
Number of complaints opened	33
Number of complaints closed	34
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	35.3%
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

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

Notes

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