Complaints Watch Issue No. 26 from the Hong Kong Monetary Authority ("HKMA") highlights the latest banking complaint trends and areas Authorized Institutions should be alert to.
This article was generated using SAMS, an AI technology by Timothy Loh LLP.
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The Hong Kong Monetary Authority ("HKMA") has recently published Issue No. 26 of its Complaints Watch, a semi-annual publication designed to promote high standards of conduct and prudent business practices among authorized institutions ("AIs"). This issue provides insights into the latest banking complaint trends and emerging topical issues that AIs should be aware of.
During the first half of 2025, the HKMA received a total of 1,889 banking complaints, marking a significant increase of 33% from the same period in 2024. The primary driver behind this rise was a 54% increase in complaints related to the operation of banking accounts. The HKMA has emphasized the importance of AIs enhancing their communication with customers to minimize inconvenience.
The latest edition of Complaints Watch features two informative articles: 'Handling complaints concerning the operation of banking accounts' and 'Designing banking products from the customer’s perspective'. These articles offer guidance on best practices and strategic approaches to address and prevent similar issues in the future.
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