The Hong Kong Monetary Authority (HKMA) has released Issue No. 26 of Complaints Watch, its semi-annual publication for Authorized Institutions (AIs), setting out recent banking complaint trends, emerging issues, and areas requiring heightened attention. In the first half of 2025, the HKMA received 1,889 banking complaints, up 33% from the same period a year earlier. The main driver was a 54% rise in complaints related to the operation of banking accounts, prompting a reminder to AIs to strengthen customer communication to reduce inconvenience; the issue includes a feature article on handling such complaints and shares good practices. It also features an article on designing banking products from the customer’s perspective and is available on the HKMA website.
Hong Kong Monetary Authority 2025-07-28
Hong Kong Monetary Authority publishes Complaints Watch highlighting 1,889 banking complaints in H1 2025 and a surge in account-operation issues
The Hong Kong Monetary Authority (HKMA) released Issue No. 26 of Complaints Watch, highlighting a 33% increase in banking complaints in the first half of 2025, driven by a 54% rise in account operation issues. The publication urges Authorized Institutions to enhance customer communication and includes articles on complaint handling and customer-centric product design.