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.

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.

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:

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.

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 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/.

 

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.

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.