Company: HBCYF
Filing Date: 2025-02-20
Form Type: 20-F
Source: 0001089113-25-000040
Chunk: 140

Company: HSBC HOLDINGS PLC
Filing Date: 2025-02-20
Form: 20-F
Chunk 140
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 sustainability and transition journey by maintaining our Top 5 book-runner position globally in green, sustainable and social bonds, and by extending the sustainability-focused product and solutions range beyond the labelled products suite. We have refined our priority and core coverage model, including piloting a range of priority client squads to drive specific client goals. We continue to invest in our coverage enablement strategy, including thought leadership and transaction banking solutions.

| 76 | HSBC Holdings plcAnnual Report on Form 20-F |

ESG review | Governance

How we listen To improve how we serve our customers, we must be open to feedback and acknowledge when things go wrong. We continue to adapt at pace to provide support for customers facing new challenges, new ways of working and those that require enhanced care needs. We aim to be open and consistent in how we track, record and manage complaints, although as we serve a wide range of customers – from personal banking and wealth customers to large corporates, institutions and governments – we tailor our approach in each of our global businesses. As the table on the right demonstrates, we have a consistent set of principles that enable us to remain customer-focused throughout the complaints process. For further details of complaints volumes by geography, see our ESG Data Pack at www.hsbc.com/esg.

| How we handle complaints               |                                                                                                                                                                                            |
| Our principles                         | Our actions                                                                                                                                                                                |
| Making it easyfor customersto complain | Customers can complain through the channel that best suits them. We provide apoint of contact along with clear information on next steps and timescales.                                   |
| Acknowledgingcomplaints                | All colleagues welcome complaints as opportunities and exercise empathy toacknowledge our customers’ issues. Complaints are escalated if they cannot beresolved at first point of contact. |
| Keeping thecustomer up todate          | We set clear expectations and keep customers informed throughout the complaintresolution process through their preferred channel.                                                          |
| Ensuring fairresolution                | We thoroughly investigate all complaints to address concerns and ensure the rightoutcome for our customers.                                                                                |
| Providingavailable rights              | We provide customers with information on their rights and the appeal process ifthey are not satisfied with the outcome of the complaint.                                                   |
| Undertakingroot causeanalysis          | Complaint causes are analysed on a regular basis to identify and address anysystemic issues and to inform process improvements.                                                            |

Wealth and Personal Banking In 2024, we received approximately 887,000 complaints from customers in eight priority markets, and the ratio of complaints per 1