HKMA Reports 16% Increase in Banking Complaints, Highlights Need for Improved Customer Communication

Complaints Watch Issue No. 27

The following is issued on behalf of the Hong Kong Monetary Authority:

The Hong Kong Monetary Authority (HKMA) published today (February 11) Issue No. 27 of Complaints Watch, which highlights the latest banking complaint trends, emerging topical issues, and areas that Authorized Institutions (AIs) should be alert to. Complaints Watch is a semi-annual publication aimed at promoting proper standards of conduct and prudent business practices among AIs.

In 2025, the HKMA received 4 005 banking complaints, representing a 16per cent year-on-year increase. The primary contributor to this rise was a 38per cent increase in complaints related to the operation of banking accounts. The HKMA has reminded AIs to strengthen their communication with customers in order to minimise inconvenience. Some good practices relating to upgrade of banking service are shared in this latest issue of the Complaints Watch. This issue also contains a feature article underscoring the importance of clearly displaying available account balance.

The Complaints Watch is available on the HKMA website.

HKMA, Photo source: reference image

SITI to visit Beijing

The Secretary for Innovation, Technology and Industry, Professor Sun Dong, will depart for Beijing this afternoon (March 16) to attend a press conference tomorrow (March 17), together with the Secretary General of the World Internet Conference (WIC), Mr Ren Xianliang, to introduce the 2026 WIC Asia-Pacific Summit to be held in Hong Kong.

During his visit, Professor Sun will also call on the Ministry of Industry and Information Technology, the National Development and Reform Commission, and the State Administration of Foreign Exchange.

Professor Sun will depart to return to Hong Kong on March 19 afternoon. During his absence, the Under Secretary for Innovation, Technology and Industry, Ms Lillian Cheong, will be the Acting Secretary for Innovation, Technology and Industry.

The Secretary for Innovation, Technology and Industry, Professor Sun Dong, Photo source: HKSAR Government Press Releases