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 2024. 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 July to 31 December 2024

**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	3.28 per 1,000 accounts	91,184	92,214	74.2%	25.4%	59.9%	General Admin/ Customer Service
Home Finance	5.88 per 1,000 balances outstanding	5,656	5,508	40.5%	58.5%	59.3%	General Admin/ Customer Service
Insurance and Pure Protection	0.06 per 1,000 policies in force	455	475	26.9%	70.9%	50.7%	General Admin/ Customer Service
Decumulation² & Pensions	0.09 per 1,000 policies in force	28	29	6.9%	51.7%	51.7%	Advising/ Selling/ Arranging
Investments	0.98 per 1,000 client accounts	1,078	1,141	18.6%	77.2%	70.3%	General Admin/ Customer Service
Credit Related	5.95 per 1,000 accounts/loans	5,154	5,239	-	-	53.5%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.28 per 1,000 accounts
Number of complaints opened	91,184
Number of complaints closed	92,214
% closed within 3 days	74.2%
% closed after 3 days but within 8 weeks	25.4%
% upheld¹	59.9%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Home Finance
Number of complaints opened by volume of business	5.88 per 1,000 balances outstanding
Number of complaints opened	5,656
Number of complaints closed	5,508
% closed within 3 days	40.5%
% closed after 3 days but within 8 weeks	58.5%
% upheld¹	59.3%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.06 per 1,000 policies in force
Number of complaints opened	455
Number of complaints closed	475
% closed within 3 days	26.9%
% closed after 3 days but within 8 weeks	70.9%
% upheld¹	50.7%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.09 per 1,000 policies in force
Number of complaints opened	28
Number of complaints closed	29
% closed within 3 days	6.9%
% closed after 3 days but within 8 weeks	51.7%
% upheld¹	51.7%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product/Service Group	Investments
Number of complaints opened by volume of business	0.98 per 1,000 client accounts
Number of complaints opened	1,078
Number of complaints closed	1,141
% closed within 3 days	18.6%
% closed after 3 days but within 8 weeks	77.2%
% upheld¹	70.3%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Credit Related
Number of complaints opened by volume of business	5.95 per 1,000 accounts/loans
Number of complaints opened	5,154
Number of complaints closed	5,239
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	53.5%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**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	3.35 per 1,000 accounts	79,415	80,358	75.8%	23.8%	62.2%	General Admin/ Customer Service
Home Finance	6.12 per 1,000 balances outstanding	5,117	4,969	40.0%	58.9%	59.6%	General Admin/ Customer Service
Insurance and Pure Protection	0.06 per 1,000 policies in force	395	422	19.2%	78.4%	49.5%	General Admin/ Customer Service
Decumulation² & Pensions	0.09 per 1,000 policies in force	28	29	6.9%	51.7%	51.7%	Advising/ Selling/ Arranging
Investments	0.92 per 1,000 client accounts	987	1,053	17.2%	78.3%	70.8%	General Admin/ Customer Service
Credit Related	6.46 per 1,000 accounts/loans	4,787	4,873	-	-	54.4%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.35 per 1,000 accounts
Number of complaints opened	79,415
Number of complaints closed	80,358
% closed within 3 days	75.8%
% closed after 3 days but within 8 weeks	23.8%
% upheld¹	62.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	6.12 per 1,000 balances outstanding
Number of complaints opened	5,117
Number of complaints closed	4,969
% closed within 3 days	40.0%
% closed after 3 days but within 8 weeks	58.9%
% upheld¹	59.6%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.06 per 1,000 policies in force
Number of complaints opened	395
Number of complaints closed	422
% closed within 3 days	19.2%
% closed after 3 days but within 8 weeks	78.4%
% upheld¹	49.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.09 per 1,000 policies in force
Number of complaints opened	28
Number of complaints closed	29
% closed within 3 days	6.9%
% closed after 3 days but within 8 weeks	51.7%
% upheld¹	51.7%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product / Service Group	Investments
Number of complaints opened by volume of business	0.92 per 1,000 client accounts
Number of complaints opened	987
Number of complaints closed	1,053
% closed within 3 days	17.2%
% closed after 3 days but within 8 weeks	78.3%
% upheld¹	70.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	6.46 per 1,000 accounts/loans
Number of complaints opened	4,787
Number of complaints closed	4,873
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	54.4%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**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	2.87 per 1,000 accounts	11,769	11,856	63.4%	36.4%	44.4%	General Admin/ Customer Service
Home Finance	4.28 per 1,000 balances outstanding	539	539	45.1%	54.5%	57.0%	General Admin/ Customer Service
Insurance and Pure Protection	0.13 per 1,000 policies in force	60	53	88.7%	11.3%	60.4%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	4.07 per 1,000 client accounts	91	88	35.2%	63.6%	64.8%	General Admin/ Customer Service
Credit Related	2.93 per 1,000 accounts/loans	367	366	-	-	42.3%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.87 per 1,000 accounts
Number of complaints opened	11,769
Number of complaints closed	11,856
% closed within 3 days	63.4%
% closed after 3 days but within 8 weeks	36.4%
% upheld¹	44.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	4.28 per 1,000 balances outstanding
Number of complaints opened	539
Number of complaints closed	539
% closed within 3 days	45.1%
% closed after 3 days but within 8 weeks	54.5%
% upheld¹	57.0%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.13 per 1,000 policies in force
Number of complaints opened	60
Number of complaints closed	53
% closed within 3 days	88.7%
% closed after 3 days but within 8 weeks	11.3%
% upheld¹	60.4%
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	4.07 per 1,000 client accounts
Number of complaints opened	91
Number of complaints closed	88
% closed within 3 days	35.2%
% closed after 3 days but within 8 weeks	63.6%
% upheld¹	64.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	2.93 per 1,000 accounts/loans
Number of complaints opened	367
Number of complaints closed	366
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	42.3%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**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	0.2 per 1,000 accounts	305	307	72.0%	22.5%	53.4%	General Admin/ Customer Service
Home Finance	N/A	-	-	-	-	-	-
Insurance and Pure Protection	0.07 per 1,000 policies in force	1	1	0.0%	100.0%	100.0%	Information/Sums/Charges or Product Performance
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.62 per 1,000 client accounts	51	56	32.1%	44.6%	46.4%	General Admin/ Customer Service
Credit Related	3.24 per 1,000 accounts/loans	18	14	-	-	57.1%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	0.2 per 1,000 accounts
Number of complaints opened	305
Number of complaints closed	307
% closed within 3 days	72.0%
% closed after 3 days but within 8 weeks	22.5%
% upheld¹	53.4%
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	0.07 per 1,000 policies in force
Number of complaints opened	1
Number of complaints closed	1
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	100.0%
% upheld¹	100.0%
Main cause of complaints opened	Information/Sums/Charges or Product Performance

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	3.62 per 1,000 client accounts
Number of complaints opened	51
Number of complaints closed	56
% closed within 3 days	32.1%
% closed after 3 days but within 8 weeks	44.6%
% upheld¹	46.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.24 per 1,000 accounts/loans
Number of complaints opened	18
Number of complaints closed	14
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	57.1%
Main cause of complaints opened	-

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

**Period covered in this report:** 1 July to 31 December 2024

**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	2.27 per 1,000 policies in force	20	18	0.0%	61.1%	27.8%	General Admin/ Customer Service
Investments	N/A	1	1	100.0%	0.0%	0.0%	General Admin/ Customer Service
Credit Related	-	-	-	-	-	-	-

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

**Period covered in this report:** 1 July to 31 December 2024

**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	2.27 per 1,000 policies in force
Number of complaints opened	20
Number of complaints closed	18
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	61.1%
% upheld¹	27.8%
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	1
Number of complaints closed	1
% closed within 3 days	100.0%
% closed after 3 days but within 8 weeks	0.0%
% upheld¹	0.0%
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 July to 31 December 2024

**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	3.28 per 1,000 accounts	91,184	92,214	74.2%	25.4%	59.9%	General Admin/ Customer Service
Home Finance	5.88 per 1,000 balances outstanding	5,656	5,508	40.5%	58.5%	59.3%	General Admin/ Customer Service
Insurance and Pure Protection	0.06 per 1,000 policies in force	455	475	26.9%	70.9%	50.7%	General Admin/ Customer Service
Decumulation² & Pensions	0.09 per 1,000 policies in force	28	29	6.9%	51.7%	51.7%	Advising/ Selling/ Arranging
Investments	0.98 per 1,000 client accounts	1,078	1,141	18.6%	77.2%	70.3%	General Admin/ Customer Service
Credit Related	5.95 per 1,000 accounts/loans	5,154	5,239	-	-	53.5%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**Brands/trading names covered:** HSBC UK Bank, first direct
Product/Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.28 per 1,000 accounts
Number of complaints opened	91,184
Number of complaints closed	92,214
% closed within 3 days	74.2%
% closed after 3 days but within 8 weeks	25.4%
% upheld¹	59.9%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Home Finance
Number of complaints opened by volume of business	5.88 per 1,000 balances outstanding
Number of complaints opened	5,656
Number of complaints closed	5,508
% closed within 3 days	40.5%
% closed after 3 days but within 8 weeks	58.5%
% upheld¹	59.3%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.06 per 1,000 policies in force
Number of complaints opened	455
Number of complaints closed	475
% closed within 3 days	26.9%
% closed after 3 days but within 8 weeks	70.9%
% upheld¹	50.7%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.09 per 1,000 policies in force
Number of complaints opened	28
Number of complaints closed	29
% closed within 3 days	6.9%
% closed after 3 days but within 8 weeks	51.7%
% upheld¹	51.7%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product/Service Group	Investments
Number of complaints opened by volume of business	0.98 per 1,000 client accounts
Number of complaints opened	1,078
Number of complaints closed	1,141
% closed within 3 days	18.6%
% closed after 3 days but within 8 weeks	77.2%
% upheld¹	70.3%
Main cause of complaints opened	General Admin/ Customer Service

Product/Service Group	Credit Related
Number of complaints opened by volume of business	5.95 per 1,000 accounts/loans
Number of complaints opened	5,154
Number of complaints closed	5,239
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	53.5%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**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	3.35 per 1,000 accounts	79,415	80,358	75.8%	23.8%	62.2%	General Admin/ Customer Service
Home Finance	6.12 per 1,000 balances outstanding	5,117	4,969	40.0%	58.9%	59.6%	General Admin/ Customer Service
Insurance and Pure Protection	0.06 per 1,000 policies in force	395	422	19.2%	78.4%	49.5%	General Admin/ Customer Service
Decumulation² & Pensions	0.09 per 1,000 policies in force	28	29	6.9%	51.7%	51.7%	Advising/ Selling/ Arranging
Investments	0.92 per 1,000 client accounts	987	1,053	17.2%	78.3%	70.8%	General Admin/ Customer Service
Credit Related	6.46 per 1,000 accounts/loans	4,787	4,873	-	-	54.4%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**Brands/trading names covered:** HSBC UK Bank †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	3.35 per 1,000 accounts
Number of complaints opened	79,415
Number of complaints closed	80,358
% closed within 3 days	75.8%
% closed after 3 days but within 8 weeks	23.8%
% upheld¹	62.2%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	6.12 per 1,000 balances outstanding
Number of complaints opened	5,117
Number of complaints closed	4,969
% closed within 3 days	40.0%
% closed after 3 days but within 8 weeks	58.9%
% upheld¹	59.6%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.06 per 1,000 policies in force
Number of complaints opened	395
Number of complaints closed	422
% closed within 3 days	19.2%
% closed after 3 days but within 8 weeks	78.4%
% upheld¹	49.5%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Decumulation² & Pensions
Number of complaints opened by volume of business	0.09 per 1,000 policies in force
Number of complaints opened	28
Number of complaints closed	29
% closed within 3 days	6.9%
% closed after 3 days but within 8 weeks	51.7%
% upheld¹	51.7%
Main cause of complaints opened	Advising/ Selling/ Arranging

Product / Service Group	Investments
Number of complaints opened by volume of business	0.92 per 1,000 client accounts
Number of complaints opened	987
Number of complaints closed	1,053
% closed within 3 days	17.2%
% closed after 3 days but within 8 weeks	78.3%
% upheld¹	70.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	6.46 per 1,000 accounts/loans
Number of complaints opened	4,787
Number of complaints closed	4,873
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	54.4%
Main cause of complaints opened	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**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	2.87 per 1,000 accounts	11,769	11,856	63.4%	36.4%	44.4%	General Admin/ Customer Service
Home Finance	4.28 per 1,000 balances outstanding	539	539	45.1%	54.5%	57.0%	General Admin/ Customer Service
Insurance and Pure Protection	0.13 per 1,000 policies in force	60	53	88.7%	11.3%	60.4%	General Admin/ Customer Service
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	4.07 per 1,000 client accounts	91	88	35.2%	63.6%	64.8%	General Admin/ Customer Service
Credit Related	2.93 per 1,000 accounts/loans	367	366	-	-	42.3%	-

**Firm name:** HSBC UK Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**Brands/trading names covered:** **first direct** †
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	2.87 per 1,000 accounts
Number of complaints opened	11,769
Number of complaints closed	11,856
% closed within 3 days	63.4%
% closed after 3 days but within 8 weeks	36.4%
% upheld¹	44.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Home Finance
Number of complaints opened by volume of business	4.28 per 1,000 balances outstanding
Number of complaints opened	539
Number of complaints closed	539
% closed within 3 days	45.1%
% closed after 3 days but within 8 weeks	54.5%
% upheld¹	57.0%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Insurance and Pure Protection
Number of complaints opened by volume of business	0.13 per 1,000 policies in force
Number of complaints opened	60
Number of complaints closed	53
% closed within 3 days	88.7%
% closed after 3 days but within 8 weeks	11.3%
% upheld¹	60.4%
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	4.07 per 1,000 client accounts
Number of complaints opened	91
Number of complaints closed	88
% closed within 3 days	35.2%
% closed after 3 days but within 8 weeks	63.6%
% upheld¹	64.8%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	2.93 per 1,000 accounts/loans
Number of complaints opened	367
Number of complaints closed	366
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	42.3%
Main cause of complaints opened	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**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	0.2 per 1,000 accounts	305	307	72.0%	22.5%	53.4%	General Admin/ Customer Service
Home Finance	N/A	-	-	-	-	-	-
Insurance and Pure Protection	0.07 per 1,000 policies in force	1	1	0.0%	100.0%	100.0%	Information/Sums/Charges or Product Performance
Decumulation² & Pensions	N/A	-	-	-	-	-	-
Investments	3.62 per 1,000 client accounts	51	56	32.1%	44.6%	46.4%	General Admin/ Customer Service
Credit Related	3.24 per 1,000 accounts/loans	18	14	-	-	57.1%	-

**Firm name:** HSBC Bank plc

**Period covered in this report:** 1 July to 31 December 2024

**Brands/trading names covered:** HSBC Bank plc
Product / Service Group	Banking & Credit Cards
Number of complaints opened by volume of business	0.2 per 1,000 accounts
Number of complaints opened	305
Number of complaints closed	307
% closed within 3 days	72.0%
% closed after 3 days but within 8 weeks	22.5%
% upheld¹	53.4%
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	0.07 per 1,000 policies in force
Number of complaints opened	1
Number of complaints closed	1
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	100.0%
% upheld¹	100.0%
Main cause of complaints opened	Information/Sums/Charges or Product Performance

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	3.62 per 1,000 client accounts
Number of complaints opened	51
Number of complaints closed	56
% closed within 3 days	32.1%
% closed after 3 days but within 8 weeks	44.6%
% upheld¹	46.4%
Main cause of complaints opened	General Admin/ Customer Service

Product / Service Group	Credit Related
Number of complaints opened by volume of business	3.24 per 1,000 accounts/loans
Number of complaints opened	18
Number of complaints closed	14
% closed within 3 days	-
% closed after 3 days but within 8 weeks	-
% upheld¹	57.1%
Main cause of complaints opened	-

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

**Period covered in this report:** 1 July to 31 December 2024

**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	2.27 per 1,000 policies in force	20	18	0.0%	61.1%	27.8%	General Admin/ Customer Service
Investments	N/A	1	1	100.0%	0.0%	0.0%	General Admin/ Customer Service
Credit Related	-	-	-	-	-	-	-

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

**Period covered in this report:** 1 July to 31 December 2024

**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	2.27 per 1,000 policies in force
Number of complaints opened	20
Number of complaints closed	18
% closed within 3 days	0.0%
% closed after 3 days but within 8 weeks	61.1%
% upheld¹	27.8%
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	1
Number of complaints closed	1
% closed within 3 days	100.0%
% closed after 3 days but within 8 weeks	0.0%
% upheld¹	0.0%
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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