Company: HBCYF
Filing Date: 2025-02-20
Form Type: 20-F
Source: 0001089113-25-000040
Chunk: 143

Company: HSBC HOLDINGS PLC
Filing Date: 2025-02-20
Form: 20-F
Chunk 143
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                  | p |  7.7 |  6.5 |

1 The UK and Hong Kong (excluding Hang Seng) account for 87% of total complaints.

| Acting on feedbackIn 2024, we have further invested in comprehensive training programmes for our staff to ensure they are equipped with the skills andknowledge needed to manage complaints effectively. This includes training on active listening, empathy, identification and treatment ofcustomers in financial difficulty and conflict resolution. All of our front-line teams globally went through this training to ensure that conduct andthe customer are at the heart of our management of client feedback. We have implemented advanced complaint reporting tools that enable usto capture customer feedback more accurately and efficiently. These tools allow us to identify and address issues promptly. Within our BusinessBanking segment, we continue to work with front-line teams to identify and manage complaints better. |

Global Banking and Markets In 2024, we received 1,838 customer complaints in Global Banking, an increase of 18.4% from 2023. Of the overall complaint volumes, 37.6% came from Europe and 28.9% came from Asia-Pacific. The most common complaint, at 34.2% of total complaints, related to transactions. In Markets and Securities Services (‘MSS’) complaints decreased by 13.6% to 306. The majority of complaints were operational in nature and resolved in a timely manner. Of the overall MSS complaints, 49% came from Europe and 33.9% from Asia-Pacific, our two largest markets.

| GBM complaint volumes1                |   |       |       |
|                                       |   |  2024 |  2023 |
| Total                                 |   | 2,144 | 1,906 |
| GlobalBanking2                        | p | 1,838 | 1,552 |
| Global Marketsand SecuritiesServices3 | q |   306 |   354 |

1 Globally, a complaint is any expression of dissatisfaction, whether justified or not, relating to the provision of, or failure to provide, a specific product or service or service activity. Within the UK, a complaint is any expression of dissatisfaction – whether justified or not – about our products, services or activities, which suggests we have caused (or might cause) financial loss, material distress or a material inconvenience. 2 Global Banking also includes Global Payments Solutions (previously known as Global Liquidity and Cash Management) and complaints relating to payment operations. 3