Visual impairment

We believe our products and services should be accessible to all customers. If you have a visual impairment, here are a few things that could make everyday banking easier. 

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.

To log on to online banking, you'll need a Secure Key. There are 2 types of Secure Key available:

Digital Secure Key

Accessed through our mobile app, there are many advantages to using the Digital Secure Key, including biometric ID which can make logging on easier. If you have a compatible iPhone, iPad or Android phone, you can access your accounts using Touch ID, Face ID or Android Fingerprint.

Physical Secure Key

We also offer a larger version of the Physical Secure Key, if you need it. This includes audio functionality and can be useful if you have difficulty pressing buttons.

If you need a Physical Secure Key, you can contact us on Chat, call us on 03456 00 61 61 or visit us in branch.

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

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 lets you manage your accounts securely from your smartphone.

Features include:

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

Learn more about mobile banking.

To find out how to activate the accessibility features on your device, go to get started with accessibility features on iPhone or setting up accessibility features on an Android device.

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
• 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're 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're 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.