Complaints Against Debt Collection Agents Employed by Authorized Institutions

55th Floor, Two International Finance Centre, 香 港 中 環 金 融 街 8 號 國 際 金 融 中 心 2 期 55 樓 8 Finance Street, Central, Hong Kong 網 址：www.hkma.gov.hk Website: www.hkma.gov.hk Our Ref: B1/1C B9/67C 3 October 2025 The Chief Executive All Authorized Institutions Dear Sir/Madam, Complaints Against Debt Collection Agents Employed by Authorized Institutions I write to inform you of the results of the industry survey on complaints against debt collection agents (DCAs) employed by authorized institutions (AIs) for the first half of 2025. During the reporting period, 33 AIs used the services of DCAs and assigned 545,893 accounts to 27 DCAs, slightly decreased from 548,531 accounts assigned to 21 DCAs in the second half of 2024. A total of 32 complaints against 9 DCAs were received by 9 AIs (compared with 34 complaints against 7 DCAs received by 12 AIs in H2 2024). The average incidence of complaints per 1,000 accounts assigned was 0.06 in H1 2025, same as the level in H2 2024. 2 complaints were lodged by unrelated third parties in H1 2025. Please see Annex for details. No instance of a breach of the Code of Banking Practice was reported in H1 2025. As the number of accounts assigned to DCAs remained elevated, we would like to remind all AIs to continue monitoring the activities of their DCAs vigilantly. Yours faithfully, Alan Au Executive Director (Banking Conduct) Encl.

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  c.c. The Chairperson, Hong Kong Association of Banks The Chairperson, The DTC Association Secretary, Code of Banking Practice Committee (Attn: Ms Ida Yeung – HKAB) Secretary for Financial Services and the Treasury (Attn: Mr Timothy Wong)

Annex
Survey on DCA complaints received by AIs – H1/2025
Table 1: Number of AIs using DCA services
H1/2025 H2/2024 H1/2024 H2/2023 H1/2023
AIs receiving DCA complaints 9 12 11 6 4
AIs receiving no DCA complaints 24 21 22 27 28 Total 33 32
Table 2: Number of DCAs employed by AIs
H1/2025 H2/2024 H1/2024 H2/2023 H1/2023
AIs employing 1 – 5 DCAs 30 30 31 31 30
AIs employing 6 – 10 DCAs 3 3 2
AIs employing 11 – 15 DCAs 0
Total 33 32
Table 3: Incidence of DCA complaints
H1/2025 H2/2024 H1/2024 H2/2023 H1/2023
DCA complaints received (A) 32 34 28 22 10
Accounts assigned (B) 545,893 548,531 436,770 458,136 414,755 Incidence of complaints per 1,000 accounts (C) = (A) / (B) x 1,000 0.06 0.05 0.02
Table 4: Status of complainants
H1/2025 H2/2024 H1/2024 H2/2023 H1/2023
Debtors 30 27 25 21 10
Referees 0
Family members/friends 0 2 0
Unrelated third parties 2 5 3 1 0
Total 32 34 28 22 10