Accessibility

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.

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 equipment do I need to use SignVideo at home?

• an iOS device, OS (14 or higher), Android (8.0 or higher), PC (i3 or higher) or Mac
• a device with a built-in camera or separate webcam
• the Google Chrome, Microsoft Edge or Firefox browser on PC, or Safari for Mac
• bandwidth of at least 256 kbps upload and download (384 kbps 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.

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

1) 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.

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.

2) 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 charge. Please let us know when you arrange your appointment, and allow at least two weeks for us to book an interpreter.

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 03456 00 61 61 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: http://ngts.org.uk/.

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 can be a really useful way of managing your account wherever and whenever works for you.

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 will change.

The details are correct as of 1 December 2015.

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

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 03456 00 61 61. Once you've told us we'll make sure all of our communication is sent to you in this format.

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 03456 00 61 61 or ask in one of our branches.

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 03456 00 61 61.

Online banking can be a really useful way of managing your account wherever and whenever works for you.

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

Live Chat uses WAI-ARIA technology to provide the user experience of forms and buttons for screen reader users. If you experience issues with the form or buttons and are using an old browser, updating your browser to a more recent version should resolve these issues. For screen reader users who cannot, or do not, wish to update their browser, we are working to provide an improved version of these controls that does not have this limitation.

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 can change.

The details are correct as of 1 December 2015.

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

In Live Chat, all of the information in the warning message can be accessed by screen reader users by tabbing through to the end of the tabbing order. However, the information isn't immediately announced when the pop-up appears. We are working to make this information more immediately obvious in the future.

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

Find out more about telephone 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 out more about mobile banking.

Talking ATMs are useful for anyone who wants to use an ATM service and cannot use or struggle with the screen instructions, such as customers who are blind or have dyslexia. Things you can do at an ATM include getting cash, checking your account balance and topping up your pay as you go mobile phone.

They are easy to use, you just need your bank card, PIN and standard headphones (3.5mm jack) like you get with a phone or MP3 player. You can blank the screen so others cannot see what you are doing and you control the ATM using the PIN pad, which has a pip (bump) on the '5' key like a phone.

Please note: Not all ATMs are the same, the voice instructions will let you know where things are.

Here are the steps needed for a typical £20 cash withdrawal:

1. Insert your headphones into the ATM's headphone jack and follow the instructions.
2. Press 5 to start a talking 'session', or 6 if you also want the screen blanked.
3. Insert your card, holding it so the top, or flat, part of the card is on the right and the embossed part on the left.
4. Input your PIN. Always use your hand as a shield while entering your PIN to keep it a secret.
5. Listen to the options, or simply press 1 for cash.
6. From the next options press 2 for £20.
7. The ATM will check this, then give you your card back.
8. Take the card.
9. Take your £20 cash
10. Unplug your headphones and you are done!

You may want to have your first few tries in a branch, where support from staff is there if you want it.

Remember not to share your PIN with anyone, and you can find other ways to protect your card and PIN from fraud under card security.

You can find your nearest Talking ATM by searching your local branch using our branch locator.

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 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.

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 can be a really useful way of managing your account wherever and whenever works for you.

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

People who navigate around the HSBC site using keyboard tabbing may find that the keyboard focus indication on the Live Chat button and controls in the pop-up which appears after a couple of minutes of inactivity may be difficult to see. We are working to improve the visibility of the focus indicator in the future.

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 customes can change.

The details are correct as of 1 December 2015.

Browser updates are available from Microsoft, Firefox, Safari and 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 can be really useful whether you're checking your balance or making a payment.

Find out more about telephone 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 out more about mobile banking.

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.

You can also allow for 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.

Wearing the Hidden Disabilities Sunflower discreetly indicates to people around you - including staff, colleagues and health professionals - that you may need extra support or a little more time.

If you or someone you know has a hidden disability and would like a lanyard, you can collect one for free from one of our branches below.

• King Street, Jersey
• St Peter Port, Guernsey
• Victoria Street, Alderney
• Rue Lucas, Sark