HKMA Complaints Watch flags 22% rise in banking complaints
HKMA reported 2,310 banking complaints in H1 2026, up 22% year-on-year, highlighting emerging conduct and business practice concerns.
HKMA's semi-annual Complaints Watch signals heightened supervisory focus on conduct standards at Authorized Institutions. The sharp rise in complaints suggests emerging vulnerabilities in customer treatment, product suitability, or service delivery that warrant AI-level remediation.
Indicates increased conduct risk exposure and likely intensified HKMA scrutiny of complaint handling and customer outcomes across AIs.
Action Required
Review complaint handling MI, root-cause trends, and conduct controls against issues flagged in Complaints Watch Issue No. 28.
Material increase in complaint volumes and explicit HKMA signal on emerging topical issues elevates conduct supervisory risk.
Conduct risk: HKMA reports 22% rise in banking complaints H1 2026. Reassess complaint handling framework, root-cause analysis, and topical issues raised in Complaints Watch No. 28; escalate control gaps.
“The HKMA published Issue No. 28 of the Complaints Watch, highlighting latest banking complaint trends and emerging topical issues. In the first six months of 2026, the HKMA received 2,310 banking complaints, representing an increase of 22% compared to the prior period.”
Published: 2026-07-24