Tell us about your needs

Let us know if you need written correspondence in a different format

You can ask to receive letters and other correspondence in the format that's easiest for you. This might be useful if you have a visual impairment. 

Options include:

• Audio CD
• Braille type 1
• Braille type 2
• Large print (font 20)
• Giant print (font 32)

Where possible, we'll send you all your statements and correspondence in this format automatically.

Visit our Visual impairment support page to learn more about what we offer. 

Let us know if you need extra support when speaking or interacting with us

Here are some examples of what you could share:

• I would like you to speak more slowly and clearly
• English isn't my first language and I may need a translator[@translators]
• My voice may not sound as you might expect
• I may contact you using a sign relay
• I may contact you using a text relay
• I would prefer not to be contacted by telephone

If requested, we’ll avoid calling you whenever possible.

If you're deaf, hearing or speech impaired, you can find out more about what we offer, here.

If you have mobility or dexterity needs, some ways of banking might work better for you than others. Talk to us about your needs and we'll do our best to support you. 

Here are some examples of what you might tell us:

• Using the mobile app isn’t suitable for me
• Using online banking isn’t suitable for me
• I’m unable to hold a pen to sign a document
• I need to sign for transactions, instead of using a PIN 
• I need level access when visiting one of your branches 
• I need a large secure key to log on to online banking

Please see our Mobility and dexterity support page to find more things that could make banking easier. You can also use our Branch finder to find your nearest accessible branch.

You can request a larger physical secure key by calling the number on the back of your card, by visiting your local branch or letting us know on live chat.

Adding controls or extra support to your account

Tell us if you’d like to add any controls or additional support to your account to help you manage your money.

For example:

• I want to limit the amount I can withdraw from an ATM
• You can nominate a trusted family member, a close friend, or a trusted professional to assist you with making financial decisions and managing your account[@no-third-party-support-advice]

More information on managing your finances can be found on our financial wellbeing pages. Our Fraud Prevention Guide may help if you're concerned about fraud and scams.

If there are any other personal circumstances that affect you and how you manage your finances, you're welcome to let us know. This includes things like neurodivergence, mental health concerns or life changes like bereavement or divorce.  

Examples of what you might tell us include:

• I need more time to digest information and make decisions
• I'm struggling to remember things
• I'm experiencing a big life event or change in my circumstances and need you to be sensitive
• I need more support with my day to day banking

Enter a few details and we'll make sure you get the right support.

The form needs to be filled out by the account holder or an authorised third party, such as someone with Power of Attorney.

We'll contact you to confirm we've added the needs to your profile once we've verified your details.

This won't update any of your personal information.

Tell us about your needs

If you're looking for a type of support that isn't covered on this page, you can explain your needs in more detail on our online form. Alternatively you can email our Specialist Banking Team on ciiom.specialist.banking.team@hsbc.com 

You can remove or update your request for banking support by calling us or visiting a branch.