HSBC 2015 Annual Report Download - page 38

Complaint types
(RBWM)
29%
12%
28%
31%
Product – features and policy
Product – fees and charges
Other product-related complaints
Service complaints
Key
Ensuring fair outcomes
We recognise that delivering fair
outcomes for customers and upholding
financial market integrity is critical
to a sustainable business model.
We continue to enhance our product
governance processes to further
ensure products are designed to
meet customers’ needs and are sold
appropriately. In the UK, for example,
we have started to alert customers by
text message when they are about to
go into overdraft. As a result, customer
complaints in this area have declined
by 67% and customers have saved
more than $129.9m in fees.
For further details on the steps we
have taken to strengthen conduct across
the Group, see page 40. For further
details on compliance risk and for further
details on conduct-related costs included
in significant items, see pages 178 and
97, respectively.
Increasing quality of service
We seek feedback from customers in
order to assess how well we are doing
and what we can do better. In 2015, we
improved our processes for responding
to customer complaints and tools for
understanding their causes. For example,
in India our analysis of customer
complaints led us to improve customer
communication regarding minimum
balances and change our fee structure.
Complaints in this area subsequently
reduced by 62%.
Through our commercial banking research
programmes, we have spoken to more
than 50,000 businesses to gather
feedback on our products and services
from existing and potential customers.
We use competitor benchmarking,
brand tracking and customer surveys
to evaluate our performance. In RBWM,
we conducted more than 350,000
individual customer surveys.
Developing long-term
opportunities
Technology and climate change are two
areas that present both challenges and
opportunities to us and our customers.
Investing in technology
We are investing in innovation and digital
capabilities to serve customers better,
and enhancing security around financial
transactions and customer data.
In 2015, we enabled the Apple Pay
mobile payment service for customers
in the UK and the US, and launched
live-chat online customer service in six
markets including the UK, Hong Kong
and France. We made digital secure
keys available in the UK to simplify the
customer login experience. In Argentina
and the Philippines, we launched our new
online banking platform, which will be
deployed in additional countries in 2016.
Facilitating a low-carbon economy
Reducing global carbon dioxide emissions
is a critical challenge for society. We
see the potential for financial services
to facilitate investment that can help the
world transition to a low-carbon economy.
In 2015, our Global Research team
was ranked number one for Integrated
Climate Change for the second year
running in the Extel Survey. Furthermore,
our Asset Management business joined
the Montreal Pledge to disclose the
carbon intensity of its portfolio.
For more information about our climate
business, see page 37.
HSBC Global Research
for integrated climate
change research, ranked
by Extel Survey 2015.
Building lasting business relationships
1st
HSBC HOLDINGS PLC
36
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