RegAlert2026-10-08
Added
Complaints Against Debt Collection Agents Employed by Authorized Institutions
This document informs all Authorized Institutions (AIs) of the results from an industry survey on complaints against debt collection agents (DCAs) for the first half of 2026. During this period, 33 AIs assigned 518,181 accounts to 21 DCAs, and 9 AIs received 28 complaints against 8 DCAs, an increase from 20 complaints in the second half of 2025. The incidence of complaints per 1,000 accounts assigned rose from 0.04 to 0.05, with three complaints from unrelated third parties. The document reminds AIs to vigilantly monitor DCA activities and establish proper systems and procedures.
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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 8 October 2026 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 2026. During the reporting period, 33 AIs used the services of DCAs and assigned 518,181 accounts to 21 DCAs, decreased from 568,603 accounts assigned to 22 DCAs in the second half of 2025. A total of 28 complaints against 8 DCAs were received by 9 AIs (compared with 20 complaints against 8 DCAs received by 8 AIs in H2 2025). The incidence of complaints per 1,000 accounts assigned increased from an average of 0.04 in H2 2025 to 0.05 in H1 2026. Three complaints were lodged by unrelated third parties in H1 2026. Please see Annex for details. No instance of a breach of the Code of Banking Practice was reported in H1 2026. I would like to take this opportunity to remind all AIs of the need to monitor the activities of their DCAs vigilantly and to establish proper systems and procedures for doing so. Yours faithfully, Kenneth Hui 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 Grace Yeung – HKAB) Secretary for Financial Services and the Treasury (Attn: Mr Timothy Wong)
Annex
Survey on DCA complaints received by AIs – H1/2026
Table 1: Number of AIs using DCA services
H1/2026 H2/2025 H1/2025 H2/2024 H1/2024
AIs receiving DCA complaints 9 8 9 12 11
AIs receiving no DCA complaints 24 25 24 21 22 Total 33
Table 2: Number of DCAs employed by AIs
H1/2026 H2/2025 H1/2025 H2/2024 H1/2024
AIs employing 1 – 5 DCAs 32 30 31
AIs employing 6 – 10 DCAs 1 3 2
AIs employing 11 – 15 DCAs 0
Total 33
Table 3: Incidence of DCA complaints
H1/2026 H2/2025 H1/2025 H2/2024 H1/2024
DCA complaints received (A) 28 20 32 34 28
Accounts assigned (B) 518,181 568,603 545,893 548,531 436,770 Incidence of complaints per 1,000 accounts (C) = (A) / (B) x 1,000 0.05 0.04 0.06
Table 4: Status of complainants
H1/2026 H2/2025 H1/2025 H2/2024 H1/2024
Debtors 25 18 30 27 25
Referees 0
Family members/friends 0 2 0
Unrelated third parties 3 2 2 5 3
Total 28 20 32 34 28
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Source: Hong Kong Monetary Authority — original document · Summary generated with machine assistance and reviewed before publication; the authoritative text is the regulator's original document. How RegAlert works
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