Complaints data
See how well we're dealing with customer complaints
We know we don’t always get things right. We’re committed to providing the best products and services and appreciate your feedback when we don’t get it right.
Every 6 months both the Financial Conduct Authority and the Financial Ombudsman Service publish complaints data about individual businesses.
Firm name
HSBC UK Bank plc
Group
HSBC Group
Trading names covered
M&S Money, M&S Bank, M&S Insurance, M&S Savings and Investments, M&S Unit Trust Management Ltd
Period covered
1 January - 31 May
| Product / service grouping | Number of complaints opened by volume of business | No. of complaints opened | No. of complaints closed | % closed within 3 days | % closed after 3 days but within 8 weeks | % upheld* | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|
| Banking & Credit Cards | 1.47 per 1,000 accounts | 3,792 | 3,742 | 73.9% | 25.8% | 68.7% | Other |
| Home Finance ** | 0.00 per 1,000 balances outstanding | 0 | 0 | 0.0% | 0.0% | 0.0% | n/a |
| Insurance and Pure Protection *** | 0.28 per 1,000 policies in force | 34 | 34 | 58.8% | 38.2% | 58.8% | Other general admin/customer service |
| Investments | 0.00 per 1,000 client accounts | 0 | 0 | 0.0% | 0.0% | 0 | n/a |
| Decumulation and Pensions | n/a | n/a | n/a | n/a | n/a | n/a | n/a |
| Credit Related | 2.66 per 1,000 accounts | 669 | 650 | 59.2% | 40.8% | 61.2% | Other general admin/customer service |
| Product / service grouping | Banking & Credit Cards |
|---|---|
| Number of complaints opened by volume of business | 1.47 per 1,000 accounts |
| No. of complaints opened | 3,792 |
| No. of complaints closed | 3,742 |
| % closed within 3 days | 73.9% |
| % closed after 3 days but within 8 weeks | 25.8% |
| % upheld* | 68.7% |
| Main cause of complaints opened | Other |
| Product / service grouping | Home Finance ** |
| Number of complaints opened by volume of business | 0.00 per 1,000 balances outstanding |
| No. of complaints opened | 0 |
| No. of complaints closed | 0 |
| % closed within 3 days | 0.0% |
| % closed after 3 days but within 8 weeks | 0.0% |
| % upheld* | 0.0% |
| Main cause of complaints opened | n/a |
| Product / service grouping | Insurance and Pure Protection *** |
| Number of complaints opened by volume of business | 0.28 per 1,000 policies in force |
| No. of complaints opened | 34 |
| No. of complaints closed | 34 |
| % closed within 3 days | 58.8% |
| % closed after 3 days but within 8 weeks | 38.2% |
| % upheld* | 58.8% |
| Main cause of complaints opened | Other general admin/customer service |
| Product / service grouping | Investments |
| Number of complaints opened by volume of business | 0.00 per 1,000 client accounts |
| No. of complaints opened | 0 |
| No. of complaints closed | 0 |
| % closed within 3 days | 0.0% |
| % closed after 3 days but within 8 weeks | 0.0% |
| % upheld* | 0 |
| Main cause of complaints opened | n/a |
| Product / service grouping | Decumulation and Pensions |
| Number of complaints opened by volume of business | n/a |
| No. of complaints opened | n/a |
| No. of complaints closed | n/a |
| % closed within 3 days | n/a |
| % closed after 3 days but within 8 weeks | n/a |
| % upheld* | n/a |
| Main cause of complaints opened | n/a |
| Product / service grouping | Credit Related |
| Number of complaints opened by volume of business | 2.66 per 1,000 accounts |
| No. of complaints opened | 669 |
| No. of complaints closed | 650 |
| % closed within 3 days | 59.2% |
| % closed after 3 days but within 8 weeks | 40.8% |
| % upheld* | 61.2% |
| Main cause of complaints opened | Other general admin/customer service |
HSBC UK Bank plc includes both HSBC UK Bank and M&S Bank complaint data from 1 June 2026. View the HSBC UK Bank plc Complaints Data.
In the first six months of 2026 we also opened 19 complaints relating to M&S Unit Trust Management Ltd.
* Complaints upheld by firm refers to the percentage of complaints the bank has found in the customer's favour either in whole or part.
** The number of complaints per 1,000 policies sold within the Home Finance category relates to our mortgage product.
*** The number of complaints per 1,000 policies in the Insurance and Pure Protection category now include complaints from customers regardless of whether they purchased a product.