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 16 March 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 second half of 2025. During the reporting period, 33 AIs used the services of DCAs and assigned 568,603 accounts to 22 DCAs, increased from 545,893 accounts assigned to 27 DCAs in the first half of 2025. A total of 20 complaints against 8 DCAs were received by 8 AIs (compared with 32 complaints against 9 DCAs received by 9 AIs in H1 2025). The incidence of complaints per 1,000 accounts assigned has decreased from an average of 0.06 in H1 2025 to 0.04 in H2 2025. 2 complaints were lodged by unrelated third parties in H2 2025. Please see Annex for details. No instance of a breach of the Code of Banking Practice was reported in H2 2025. Taking this opportunity, we would like to remind all AIs to continue monitoring the activities of their DCAs vigilantly to ensure compliance with the relevant requirements and fair treatment of customers. Yours faithfully, Alan Au Executive Director (Banking Conduct) Encl.

• 2 -
  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 – H2/2025
Table 1: Number of AIs using DCA services
H2/2025 H1/2025 H2/2024 H1/2024 H2/2023
AIs receiving DCA complaints 8 9 12 11 6
AIs receiving no DCA complaints 25 24 21 22 27 Total 33
Table 2: Number of DCAs employed by AIs
H2/2025 H1/2025 H2/2024 H1/2024 H2/2023
AIs employing 1 – 5 DCAs 30 31 31
AIs employing 6 – 10 DCAs 3 2 2
AIs employing 11 – 15 DCAs 0
Total 33
Table 3: Incidence of DCA complaints
H2/2025 H1/2025 H2/2024 H1/2024 H2/2023
DCA complaints received (A) 20 32 34 28 22
Accounts assigned (B) 568,603 545,893 548,531 436,770 458,136 Incidence of complaints per 1,000 accounts (C) = (A) / (B) x 1,000 0.04 0.06 0.05
Table 4: Status of complainants
H2/2025 H1/2025 H2/2024 H1/2024 H2/2023
Debtors 18 30 27 25 21
Referees 0
Family members/friends 0 0 2 0 0
Unrelated third parties 2 2 5 3 1
Total 20 32 34 28 22