Regulatory Alerts2025-07-28
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Complaints Watch Issue No. 26
The Hong Kong Monetary Authority issued Complaints Watch Issue No. 26 to highlight a 33% year-on-year increase in banking complaints during the first half of 2025, primarily driven by disputes over account operations. The regulator attributes this rise to enhanced fraud prevention measures and intelligence sharing, urging Authorized Institutions to maintain effective communication with customers to minimize inconvenience during account reviews. Additionally, the document advises banks to design products from the customer's perspective to avoid disputes arising from opaque pricing structures and unclear promotional terms.
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