Novel Coronavirus (COVID-19) Guidance and FAQs
Branches and contact centre
All branches
We’ll keep our Facebook page and homepage updated with any changes to our branch services.
We’ve extended our daily cleaning procedures and are keeping our teams up-to-date with best practice hygiene measures.
In line with local governments’ advice, we’re following social distancing guidelines, where required, and ask our customers to play their part in keeping everyone safe.
Please don’t visit a branch if you have coronavirus symptoms, or if you’ve been advised to self-isolate.
You can make the most of telephone, online and mobile banking to service many of your banking needs.
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. So that we can help those most in need, please only call us if your need is urgent.
Financial Support
Payment holidays
From 31 March 2021 new payment holidays are no longer available.
If you have been financially affected by coronavirus and require support find out how we could support you.
Where can I get independent debt help and money guidance?
Jersey Citizens Advice: cab.org.je, or call 0800 735 0249
Guernsey, Alderney or Sark Citizens Advice: citizensadvice.org.gg, or call 01481 242266
Isle of Man Citizens Advice: citizensadvice.im
Increased contactless limit
Contactless limits have increased from £30 to £45 on contactless enabled credit and debit cards.
Early access to fixed savings
You may be able to access your Fixed Rate Saver without penalty if you’re facing a bereavement, serious illness or financial difficulty. If you need early access to your funds, please contact us.
Please note: it could take up to 5 working days to close your account.
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 an 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 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 up-to-date advice about travelling to a particular country. Please visit www.gov.uk/foreign-travel-advice. For more information on local travel visit: