Novel Coronavirus (COVID-19) Guidance and FAQs
Temporary changes to our opening hours
Branches
Services in our branches are also currently limited, please only visit if it’s essential.
Most of our branches are still open, but on reduced hours because of the coronavirus outbreak:
All branches (excluding Sark and King Street, Jersey): Open 9am to 1pm, Monday to Friday.
Sark: Open 10am to 12:30pm, Monday to Friday.
Our King Street branch in Jersey is closed until further notice.
If you decide to visit our branches, we want to reassure you that we've extended our daily cleaning procedures and are keeping our teams up-to-date with best practice hygiene measures.
In-line with the advice given by local governments, we’re adhering to social distancing guidelines and ask our customers to play their part in keeping everyone safe.
Contact centres
Our contact centre hours have also changed:
All lines are open from 7am to 9pm, except for lost and stolen cards, which is open 24/7.
We’re receiving far more calls than usual, so you may be waiting longer than we’d like you to be. So we can help those most in need, please only call us if your need is urgent.
Financial Support
Payment holidays for mortgages
If you’ve been financially impacted by COVID-19 and are worried about making your next payment to your mortgage – we could support with a 3 month payment holiday, for eligible borrowers. Once agreed this will have no impact on your credit rating.
Increased contactless limit
Contactless limits have increased from £30 to £45 on contactless enabled Credit and Debit cards. Retailers will be updating their 'point of sale' card terminals over the coming weeks to accept the new limit.
Early access to fixed savings
Customers facing financial difficulties as a result of Covid-19 will be able to access their Fixed Rate Saver accounts early. We've waived our usual fees so you can access your funds early without penalty. Please note it could take up to 5 working days to close the account. This is a temporary measure to help our customers and may be withdrawn at any time in the future. If you require early access to your fund please get in touch.
Business customers support
HSBC is taking part in the government-backed business disruption loan scheme announced by the Guernsey, Isle of Man and Jersey governments. If you are a HSBC business customer please contact your Relationship Manager or email ciiom.business.banking@hsbc.com for information on the support available for our eligible business customers.
Beware of Fraud
Some criminals are using the coronavirus outbreak as an opportunity to scam the general public. Please continue to always be vigilant and remember that HSBC will never call you to ask you to generate a Secure Key code or ask for your PIN number. You should never share your security details with anyone else.
Managing your accounts at home
From the comfort of your home, online banking allows you to:
- Check your statements and move money between accounts
- Send money to your friends and family, or pay bills
- Manage Standing Orders and Direct Debits
If you’re not yet registered for online banking, register today.
Once you’re registered, you can download our mobile banking app.
Travel Insurance
Where we refer to the ‘FCO’ below, this stands for the Foreign and Commonwealth Office. The FCO provides advice to help citizens make judgements about travelling to a particular country. Please visit www.gov.uk/foreign-travel-advice for up-to-date advice on your destination. For more information on local travel advice visit: