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HSBC Bank plc
Legal entity: HSBC Bank Plc
Group: HSBC
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 00014259
3,676banking decisions
18.1%uphold rate
3,009not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 3,676 | 18.1% |
| Payment protection insurance | 1,909 | 48.2% |
| Investments and pensions | 266 | 25.2% |
| Insurance (excluding PPI) | 126 | 14.3% |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Product mis-sold | 615 | 48 | 7.8% |
| Charges and fees | 468 | 70 | 15.0% |
| Complaint handling | 460 | 147 | 32.0% |
| Account closed or refused | 449 | 99 | 22.0% |
| Service failure | 444 | 170 | 38.3% |
| Credit file reporting | 344 | 78 | 22.7% |
| APP scam refund refused | 283 | 76 | 26.9% |
| Mortgage administration | 280 | 60 | 21.4% |
| Treatment in financial difficulty | 280 | 49 | 17.5% |
| Unauthorised transaction | 248 | 31 | 12.5% |
| Card dispute or chargeback | 225 | 54 | 24.0% |
| Payment delayed or failed | 221 | 58 | 26.2% |
| Funds blocked or frozen | 139 | 31 | 22.3% |
| Interest and rates | 138 | 22 | 15.9% |
| Irresponsible lending | 132 | 14 | 10.6% |
| Support for vulnerable customers | 96 | 15 | 15.6% |
| Identity checks and access | 89 | 19 | 21.3% |
| Data and privacy | 51 | 12 | 23.5% |
| Bereavement and power of attorney | 26 | 5 | 19.2% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 52.2% | 465 | 454 | — |
| FCA | 2020-H2 01-07-2020 to 31-12-2020 | 69.6% | 351 | 372 | — |
| FCA | 2019-H2 01 July 2019 to 31 December 2019 | 61.0% | 578 | 620 | — |
| FCA | 2019-H1 01 January 2019 to 30 June 2019 | 62.8% | 724 | 725 | — |
What the regulator did
FCA final notices naming this firm. This is a separate record from the Ombudsman decisions above: the Ombudsman resolves individual complaints, the FCA penalises the firm for rule breaches.
| Date | Penalty | Breach |
|---|---|---|
| 17 Dec 2021 | £63,946,800 | This Decision Notice refers to breaches of the Money Laundering Regulations 2007 related to financial crime in the Retail bank sector. A financial penalty has been imposed. |
| 11 Nov 2014 | £216,363,000 | For failing to take reasonable care to organise and control its affairs responsibly and effectively with adequate risk management systems in relation to G10 spot FX voice trading in London. |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.