Complaints Watch Issue No. 27

The Hong Kong Monetary Authority (HKMA) published today (11 February) Issue No. 27 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 2025, the HKMA received 4,005 banking complaints, representing a 16% year-on-year increase.  The primary contributor to this rise was a 38% 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 relating to upgrade of banking service are shared in this latest issue of the Complaints Watch.  This issue also contains a feature article underscoring the importance of clearly displaying available account balance.

The Complaints Watch is available on the HKMA website.

Hong Kong Monetary Authority
11 February 2026