Novel Coronavirus (COVID-19) Guidance and FAQs
Temporary changes to our opening hours
Branches
All of our branches are now open.
To help us keep you, our branch teams and the wider community safe, services in our branches are currently limited to essential banking needs only that cannot be met online or over the phone. For example, if you need to pay in or withdraw cash or cheques for daily living expenses, or if you don't have any alternative such as, electronic payment or cash machine withdrawal.
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 07:00 to 21:00, 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
If you’ve been affected by the coronavirus outbreak and you're worried about making your next mortgage, loan or credit card payment, you can apply for a 3-month payment holiday. This won't affect your credit rating. Eligibility criteria apply.
Credit card late payment fees
From 8th April until 8th July 2020, we'll be suspending late fees on credit cards. You don’t need to get in touch, we’ll do this automatically. You should still try to make at least your minimum monthly payment on time to avoid any impact on your credit file, which could affect your ability to get credit in the future.
Overdraft changes
We currently offer many of you an interest-free overdraft buffer of £25. To help with the impact of coronavirus (COVID-19) on your finances, from 9 April 2020, we won’t charge interest on the first £500 of overdraft borrowing for Bank Account, Bank Account Pay Monthly, Current Account and Advance Bank Account.
If you have an account with a negotiated rate (where we have separately agreed a non-standard rate for your overdraft), this will not apply to you.
These measures are automatically activated so there’s no need to call us.
These are temporary measures and not a change to contractual terms, which remain the same. We’ll keep them under review and we’ll update customers before we make any changes to the interest waiver.
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 coronavirus fraud
Some criminals are trying to exploit the coronavirus outbreak to scam the general public. Always be vigilant and remember that HSBC will never call you to generate a Secure Key code or ask you for your PIN. 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
The Foreign and Commonwealth Office (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: