Banking complaints rise 22 percent in first half of 2026
The Hong Kong Monetary Authority received 2,310 banking complaints in the first half of 2026, a 22 percent increase year-on-year. The rise was driven by increased account reviews amid fraud prevention measures.
Intelligence sharing drives complaint surge
In the first six months of 2026, the Hong Kong Monetary Authority (HKMA) received 2,310 banking complaints, marking a 22 percent increase compared to the same period in 2025.
The growth was primarily driven by complaints concerning the operation of banking accounts.
Authorized Institutions intensified account reviews and monitoring following enhanced intelligence sharing with the Hong Kong Police Force to combat serious fraud.
In response, the HKMA has urged financial institutions to maintain proper and adequate communication with affected customers to minimize operational inconvenience during these security checks.
Navigating digital demands and financial distress
Issue No. 28 of the Complaints Watch semi-annual publication also features two dedicated articles addressing broader industry challenges.
These pieces focus on supporting customers experiencing financial distress and meeting evolving customer expectations in the digital era.
The publication aims to promote proper standards of conduct and prudent business practices among Authorized Institutions across the banking sector.
Security at the expense of service
The surge in complaints highlights the friction between aggressive fraud prevention and customer service.
While intelligence sharing is vital for fighting crime, heavy-handed account reviews risk alienating legitimate users.
Banks must bridge this gap through transparent communication before security measures damage trust.
Source: Complaints Watch Issue No. 28
IN: