The Hong Kong Monetary Authority has released Issue No. 27 of Complaints Watch, its semi-annual publication highlighting banking complaint trends, emerging topical issues and areas that Authorized Institutions (AIs) should be alert to. It reports that the HKMA received 4,005 banking complaints in 2025, a 16% year-on-year increase. The increase was mainly driven by a 38% rise in complaints related to the operation of banking accounts, with AIs reminded to strengthen customer communication to minimise inconvenience. The issue also shares good practices for upgrading banking services and includes a feature article underscoring the importance of clearly displaying available account balance.
Hong Kong Monetary Authority 2026-02-11
Hong Kong Monetary Authority publishes Complaints Watch highlighting a 16% rise in 2025 banking complaints driven by account operation issues
The Hong Kong Monetary Authority's latest Complaints Watch reports a 16% increase in banking complaints in 2025, primarily due to a 38% rise in issues related to banking account operations, urging Authorized Institutions to enhance customer communication. The publication also highlights good practices for service upgrades and emphasizes the importance of clearly displaying account balances.