Hong Kong Banking Complaints Surge 16% in 2025 as Account Issues Spike

Jessie A Ellis Feb 12, 2026 03:46

HKMA reports 4,005 banking complaints in 2025, with account operation issues jumping 38%. Regulator urges banks to improve customer communication.

The Hong Kong Monetary Authority received 4,005 banking complaints in 2025, a 16% jump from the prior year, according to the regulator's latest Complaints Watch report published February 11, 2026.

Account operation issues drove the increase, with complaints in that category soaring 38% year-over-year. The HKMA pointed to customer friction during banking service upgrades as a key pain point, urging authorized institutions to strengthen communication with clients.

The semi-annual report, now in its 27th issue, serves as the regulator's primary tool for flagging conduct issues to Hong Kong's banking sector. This edition includes a feature article emphasizing the importance of clearly displaying available account balances—a seemingly basic function that's apparently generating enough customer confusion to warrant regulatory attention.

Why This Matters for Crypto

Hong Kong's banking sector complaints data offers a window into the friction traditional finance customers face—friction that crypto advocates argue decentralized systems can eliminate. Account access issues, balance transparency, and service disruptions during upgrades are precisely the pain points that self-custody and blockchain-based finance claim to solve.

The timing is notable. The HKMA released its Fintech Promotion Blueprint on the same day, signaling the regulator's parallel push to advance digital financial services while managing traditional banking complaints. Hong Kong has positioned itself as Asia's crypto hub, with licensed exchanges now operating under the Securities and Futures Commission's oversight.

For crypto-native banks and virtual asset service providers operating in Hong Kong, these complaint trends set a baseline. Regulators watching traditional banking friction will likely apply similar scrutiny to digital asset platforms—particularly around account access and balance transparency.

The Bigger Picture

The 38% spike in account-related complaints suggests Hong Kong banks are struggling with digital transformation. Service upgrades that lock customers out or create confusion aren't just PR problems—they're regulatory red flags that can trigger enhanced supervision.

The HKMA's Complaints Watch has been published twice yearly since at least 2024, with Issue 26 dropping in July 2025. The consistency of this reporting creates a paper trail that authorized institutions ignore at their peril. Banks showing repeated complaint patterns in specific categories can expect closer regulatory attention.

The full report is available on the HKMA website for institutions looking to benchmark their own complaint handling against industry trends.

• hkma
• hong kong banking
• financial regulation
• consumer protection
• banking complaints