Complaints Watch Issue No. 26

The Hong Kong Monetary Authority (HKMA) published today (28 July) Issue No. 26 of Complaints Watch, which highlights the latest banking complaint trends, emerging topical issues, and areas that Authorized Institutions (AIs) should be alert to.  Complaints Watch is a semi-annual publication aimed at promoting proper standards of conduct and prudent business practices among AIs. 

In the first half of 2025, the HKMA received 1,889 banking complaints, representing an increase of 33% compared to the same period last year.  The primary contributor to this rise was a 54% increase in complaints related to the operation of banking accounts.  The HKMA has reminded AIs to strengthen their communication with customers in order to minimise inconvenience.  Some good practices are shared in this latest issue of the Complaints Watch (see the feature article about “Handling complaints concerning operation of banking accounts”).  This issue of Complaints Watch also contains another feature article about “Designing banking products from the customer’s perspective”. 

The Complaints Watch is available on the HKMA website.

Hong Kong Monetary Authority
28 July 2025