The Hong Kong Monetary Authority has published Issue No. 28 of its semi-annual Complaints Watch, setting out recent banking complaint trends, emerging issues and areas that Authorized Institutions should monitor. The publication reports that the HKMA received 2,310 banking complaints in the first six months of 2026, up 22% from the same period in 2025. The increase was driven mainly by complaints about the operation of banking accounts. The HKMA linked this to increased account reviews and monitoring by Authorized Institutions following enhanced intelligence sharing between the Hong Kong Police Force and banks to address serious fraud. It reminded Authorized Institutions to ensure proper and adequate communication with affected customers to minimise inconvenience. The issue also includes feature articles on supporting customers in financial distress and meeting customer expectations in the digital era.
Hong Kong Monetary Authority2026-07-24
Hong Kong Monetary Authority publishes Complaints Watch showing 22% rise in banking complaints, urges banks to improve communication during account reviews
The Hong Kong Monetary Authority’s latest Complaints Watch reports 2,310 banking complaints in the first half of 2026, up 22% from a year earlier. The rise was driven mainly by complaints about account operations during increased account reviews and monitoring linked to anti-fraud intelligence sharing with the Hong Kong Police Force. The HKMA reminded Authorized Institutions to communicate adequately with affected customers.