Accessibility

We believe our products and services should be accessible to all customers. It's why we are committed to increasing accessibility at HSBC.

Here's more about the services we offer our customers.

Need help?

Deaf, hearing or speech impaired

British Sign Language Interpretation from home

The BSL Video Relay Service enables you to contact us using British Sign Language (BSL). The service connects you with a qualified BSL interpreter via the webcam on your device, who will be able to relay your conversation to our telephone banking advisor.

You can use the service Monday-Friday 8am-6pm (excluding Bank and Public Holidays) and it is free from your home computer or mobile device.

 

Use SignVideo

How do I use it?

The first time you use the SignVideo service you will need to download a Live Plug in. This makes sure that you have good video quality and that your calls are secure. Please follow the instructions once you are connected to the Web Access page. You'll only need to do this the first time you use the service.

When you click on the 'Use SignVideo' button below it will open a new window where you will be connected to the interpreter via video. To make sure we can get you through to the right person at HSBC as quickly as possible please make sure you have all your details ready.

What do I need?

You will need a device with a webcam that meets the following requirements:

  • iOS devices (8 or upwards), many Android devices (4.4 upwards), PC (i3 or above) or Mac with a webcam.
  • IE9-11 or Firefox for Windows, Safari for Mac.
  • Bandwidth of at least 256 kbp/s upload and download (384kbp/s recommended).

Help and Support

For troubleshooting and technical guidance of SignVideo's Service, please contact SignVideo at help@signvideo.co.uk or call 02033880771.

Your video call is relayed in real time using secure technology, however we may record the voice conversation between your interpreter and HSBC for quality and monitoring purposes.

British Sign Language Interpretation in branch

If you need an interpreter when you visit branch there are two ways you can do this:

British Sign Language Video Remote Interpretation

The British Sign Language (BSL) Video Remote Interpretation Service enables you to speak with HSBC in the branch using a remote interpreter. The service connects you with a qualified BSL interpreter via the webcam on your phone, tablet or laptop, who will be able to relay your conversation to our banking advisor in branch.

 

Use SignVideo

How do I use it?

To use this service you will firstly need to be connected to our HSBC wifi in the branch. You can join HSBC wifi via your settings, just click on HSBC wifi to connect. This will ensure you are not charged any data usage charges for the call.

If you are using SignVideo for the first time you will be directed to download the app when you click on the 'Use SignVideo' button above. The app is free and you'll only need to do this the first time you use the service.

Click on the 'Use SignVideo' button to start your in branch interpreting session.

What do I need?

You can access the service from either a smartphone or tablet that meets the following requirements:

  • Android 4.4 or above and IOS 8 or above
  • Tablets must have forward facing cameras and all devices must have the sound on

Help and Support

For troubleshooting and technical guidance of SignVideo's Service, please contact SignVideo at help@signvideo.co.uk or call 02033880771.

Face to face interpreters in branch

We can arrange for a qualified interpreter to attend an appointment in branch with you e.g. a lip speaker or BSL interpreter. This service is free of change. Please let us know when you arrange your appointment, and allow at least two weeks for us to book an interpreter.

 

Text Phone

If you are deaf or are hearing or speech impaired, text phones can be a useful way to contact us.

A textphone (or 'minicom') has a keyboard and a screen on which messages sent and received are displayed.

The HSBC textphone service enables people to have a real-time written conversation over a telephone line with a trained Customer Advisor, without the need for a third party translator.

If you would like to contact us using a textphone you can find the relevant number in our  phone-book.

Text Relay

We accept calls from Text Relay. This is a useful service if you are deaf or are hearing or speech impaired.

Text Relay is a national telephone relay service which facilitates calls between textphone users and someone using a standard telephone.

If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (e.g. 18001 03457 404 404 for General Banking Enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.

You can find out more information about Text Relay services here.

Hearing Loops in branch

We have installed hearing loops in at least one counter in all of our branches. These improve the sound quality if you use hearing aids.

To use the hearing loop please turn your hearing aid to the T position.

If the counter is closed or you are having problems with the loop please just talk to one of our branch staff who will be able to help.

If you need more information on using your hearing aid with hearing loops please speak to your doctor or audiologist.

Online Banking

Online banking can be a really useful way of managing your account wherever and whenever works for you. Find out more about our Online Banking service.

You will need to use a secure key to log onto Online Banking. There are a number of Secure Options available including a digital secure key which you access through our mobile banking app, or a larger version. The larger version includes audio functionality so can be useful if you have difficulty seeing the buttons.

You can request these from us in branch or by calling the number on the back of your card.

Website Accessibility

We adhere to the Web Content Accessibility Guidelines 2.0, a set of guidelines stipulated by the World Wide Web Consortium (W3C) used to ensure web sites are designed and written in a way that makes them accessible to everyone. This means that:

  • We only use strong colour contrasts
  • Headings are used correctly to make them readable through screen readers
  • Links do what they say. We don't use 'click here'
  • Tables are laid out in tabular form with headings and summaries
  • We use style sheets to determine the presentation of our web site - this assists those using screen reading devices
  • Where we use images, we use alternative text so that those people who cannot see the image can read the text. These can be read by screen reading devices.

Range of browsers and operating systems that we support

Online Banking is available to both PC and Apple Mac users with modern internet-enabled machines.

Browsers:

  • Internet Explorer 10 and above
  • Chrome 40 and above
  • Firefox 30 and above
  • Safari 8 and above

Operating Systems:

  • Windows 7, 8 and 10
  • Mac OS X 10.9 and above

Browser updates are available free of charge from each browser provider. Operating systems can be purchased from software vendors.
We will update our list of supported browsers and operating systems from time to time as the software used by our customers changes.
The details are correct as of 1 December 2015.

Browser updates are available from Microsoft, Firefox, Safari, Google.

Pop-up settings

When you are logged onto Online Banking, a "Time out message" will appear before you are due to timeout. This is to warn that your Online Banking session will end within 60 seconds unless you select 'Yes'.

Please note that this warning message will not appear if pop-ups are blocked. To ensure you receive this warning, please amend your browser settings.

Visually impaired

Braille, large print and audio

We can provide your communication in Braille, large print or audio. This includes your statements, letters, mortgage information, PINs and also your debit or credit card details.

You can tell us which format you would prefer in branch or by calling 03457 404 404. Once you've told us we'll make sure all of our communication is sent to you in this format.

Cheque and credit-slip templates

If you have difficulty writing cheques or filling in paying in slips you may find a plastic template useful.

Just place the template over the cheque or slip to help you fill in the details. Braille instructions are included on the template.

To order a template you can call us on 03457 404 404 or ask in one of our branches.

Credit and debit cards

Credit and debit card templates can be a useful guide to help sign your card.

Just place the template over the card and then use the Braille instructions and the cut out section to sign.

We can also provide your debit or credit card details in Braille, large print or audio.

You can request a template or ask for your card details in a different format in branch or by calling 03457 404 404.

Note gauges

Note gauges can help you to identify the specific bank note that you are holding.

They have 4 marks that are measured to the different widths of GBP5, GBP10, GBP20 and GBP50 notes.

Just place the gauge over the note to identify which note it is.

You can order a note gauge by calling us on 03457 404 404 or by asking in one of our branches.

Online banking

Online banking can be a really useful way of managing your account wherever and whenever works for you. Find out more about our Online Banking service.

You will need to use a secure key to log onto Online Banking. There are a number of Secure Options available including a digital secure key which you access through our mobile banking app, or a larger version. The larger version includes audio functionality so can be useful if you have difficulty seeing the buttons.

You can request these from us in branch or by calling the number on the back of your card.

Website Accessibility

We adhere to the Web Content Accessibility Guidelines 2.0, a set of guidelines stipulated by the World Wide Web Consortium (W3C) used to ensure web sites are designed and written in a way that makes them accessible to everyone. This means that:

  • We only use strong colour contrasts
  • Headings are used correctly to make them readable through screen readers
  • Links do what they say. We don't use 'click here'
  • Tables are laid out in tabular form with headings and summaries
  • We use style sheets to determine the presentation of our web site - this assists those using screen reading devices
  • Where we use images, we use alternative text so that those people who cannot see the image can read the text. These can be read by screen reading devices.

Range of browsers and operating systems that we support

Online Banking is available to both PC and Apple Mac users with modern internet-enabled machines.

Browsers:

  • Internet Explorer 10 and above
  • Chrome 40 and above
  • Firefox 30 and above
  • Safari 8 and above

Operating Systems:

  • Windows 7, 8 and 10
  • Mac OS X 10.9 and above

Browser updates are available free of charge from each browser provider. Operating systems can be purchased from software vendors.
We will update our list of supported browsers and operating systems from time to time as the software used by our customers changes.
The details are correct as of 1 December 2015.

Browser updates are available from Microsoft, Firefox, Safari, Google.

Pop-up settings

When you are logged onto Online Banking, a "Time out message" will appear before you are due to timeout. This is to warn that your Online Banking session will end within 60 seconds unless you select 'Yes'.

Please note that this warning message will not appear if pop-ups are blocked. To ensure you receive this warning, please amend your browser settings.

Telephone banking

Telephone banking can be really useful whether you're checking your balance or making a payment.

Find out more about Telephone Banking.

Mobile banking

Our mobile banking app allows you manage your account securely from your smartphone.

Features include:

  • Checking your balance
  • Making payments to existing payees
  • Transferring money between your HSBC personal accounts

Find our more about Mobile Banking.

Mobility and Dexterity

Chip and signature

Chip and signature cards can be really useful if you have difficulty inputting or using a PIN. It means that you can use your signature rather than entering a PIN when you use your debit or credit card.

When you use your card the retailer will automatically ask you for your signature instead of a PIN.

You can order a Chip and Signature card from us in branch or by calling the number on the back of your existing card.

Please be aware that chip and signature cards will not work in ATM machines.

Signature stamp

Signature stamps can be useful if you find signing your name difficult.

You can use a signature stamp whenever you would sign your name.

You can get a signature stamp from any reputable stationers. Once you have one just bring it into one of our branches and we will register it to your account.

We can also provide you with a letter that you can use to help verify your stamp.

Post Office banking

Sometimes it may be easier to get to a Post Office than visit one of our branches.

You can use your debit card at the Post Office counter to:

  • Check your balance on your current account
  • Withdraw cash from your current account
  • Deposit cash into your current account

Cash withdrawals will be deducted from your daily withdrawal limit.

Find out more about the services available at Post Office branches.

Branch banking

Many of our branches offer level access to make it as easy as possible to enter the branch. You can find out if your local branch provides level access by using our branch locator.

Low level writing desks are available in all branches and some branches offer low level counter access.

We also provide ATMs at different levels to make them as easy as possible to use.

Online banking

Online banking can be a really useful way of managing your account wherever and whenever works for you. Find out more about our Online Banking service.

You will need to use a secure key to log onto Online Banking. There are a number of Secure Options available including a digital secure key which you access through our mobile banking app, or a larger version. The larger version includes audio functionality so can be useful if you have difficulty seeing the buttons.

You can request these from us in branch or by calling the number on the back of your card.

Website Accessibility

We adhere to the Web Content Accessibility Guidelines 2.0, a set of guidelines stipulated by the World Wide Web Consortium (W3C) used to ensure web sites are designed and written in a way that makes them accessible to everyone. This means that:

  • We only use strong colour contrasts
  • Headings are used correctly to make them readable through screen readers
  • Links do what they say. We don't use 'click here'
  • Tables are laid out in tabular form with headings and summaries
  • We use style sheets to determine the presentation of our web site - this assists those using screen reading devices
  • Where we use images, we use alternative text so that those people who cannot see the image can read the text. These can be read by screen reading devices.

Range of browsers and operating systems that we support

Online Banking is available to both PC and Apple Mac users with modern internet-enabled machines.

Telephone banking

Telephone banking can be really useful whether you're checking your balance or making a payment.

Find out more about Telephone Banking.

Mobile banking

Our mobile banking app allows you manage your account securely from your smartphone.

Features include:

  • Checking your balance
  • Making payments to existing payees
  • Transferring money between your HSBC personal accounts

Find our more about Mobile Banking.

Mental Health or Support

It is important to let us know if you have any concerns about anything impacting how you manage your finances, whether that is today or for the future.

Whilst we want to ensure that everyone has as much access to their banking as possible, there may be times when you need a little more support or you may want a friend or family member to help you with your finances.

This may be as simple as a family member or friend coming with you when you visit the branch. Please ask a member of staff, there are no forms to fill in, you just need to let us know that you are happy for them to be with you.

If you would like someone to be able to act on your behalf in regards to your banking, for example by a Power of Attorney or Third Party Mandate, you can find out more about the services HSBC can offer to help you.

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