Company: HBCYF
Filing Date: 2025-02-20
Form Type: 20-F
Source: 0001089113-25-000040
Chunk: 142

Company: HSBC HOLDINGS PLC
Filing Date: 2025-02-20
Form: 20-F
Chunk 142
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 where a response or resolution is explicitly, or implicitly, expected. 2 Priority markets in 2024 included: the UK, Hong Kong (excluding Hang Seng), Mexico, mainland China, India, UAE, Singapore and Australia, selected based on complaints volume, customer base and strategic importance among other factors. The 2023 total has been revised from 2.3 to 2.2 due to a change in the composition of these eight priority markets. 3 The UK, Hong Kong and Mexico make up 86% of total complaints.

| Acting on feedbackIn 2024, we continued to improve our capabilities and tools across the business to enhance the customer experience globally. By consistentlymeasuring customer experience, we actively listen, learn and take action based on what our customers share with us. Additionally, we introduceda customer experience behavioural framework across the bank, aligned with HSBC’s core values. This framework supports our colleagues inmeeting minimum service standards and prioritising customer experience in their daily routines. These efforts enable us to identify opportunitiesto continue to improve our customer experience and systematically track and measure our progress. |

| HSBC Holdings plcAnnual Report on Form 20-F | 77 |

How we listen continued Commercial Banking In 2024 we received 46,276 customer and client complaints, an increase of 0.8% from 2023. Of the overall volume, 32,748 came from HSBC UK, 8,779 from Asia-Pacific and the remainder from the rest of our global markets. The most common complaint related to servicing and transactions, with the largest volume of complaints globally coming from business banking customers, representing 68.2% of our total complaints. Although we have seen a minor increase in complaint volumes, this reflects improvements in the quality of our logging process and we have increased our understanding of the root cause of many complaints. In 2024, we enhanced training for our front-line colleagues to ensure they can accurately identify the differences between a complaint, query and feedback and upgraded our complaint reporting tools. For 2025, our focus will be on addressing the root cause of complaint trends, as well as improvements to our systems, processes and customer advice.

| CMB complaint volumes(000s) |   |      |      |
|                             |   | 2024 | 2023 |
| Total                       |   | 46.2 | 45.9 |
| UK1                         | q | 32.7 | 33.8 |
| Hong Kong1