On 11 Feb 2026, the Hong Kong Monetary Authority ("HKMA") published Complaints Watch Issue No. 27, highlighting 2025's banking complaints trends. There was a 16% year-on-year increase, with a 38% rise in account operation complaints. The HKMA advises AIs to improve communication with customers and shared good practices regarding banking service upgrades.
This article was generated using SAMS, an AI technology by Timothy Loh LLP.
SPOTLIGHT ON
FAMILY OFFICES
On 11 Feb 2026, the Hong Kong Monetary Authority ("HKMA") issued Complaints Watch Issue No. 27, focusing on recent banking complaint trends and emerging issues for Authorized Institutions ("AIs"). The publication, released semi-annually, aims to foster high standards of conduct and prudent business practices among AIs.
In 2025, the HKMA processed 4,005 banking complaints, marking a 16% year-on-year increase. The significant driver behind this rise was a 38% increase in account operations-related complaints.
The HKMA recommends that Authorized Institutions enhance customer communication to mitigate inconvenience. Additionally, the latest issue of Complaints Watch highlights best practices for upgrading banking services and emphasizes the importance of transparent account balance displays.
View the full article:Source
