HSBC Safeguard

How will I know if I need to update my account?
If you receive a letter, it will explain the steps you need to take. We'll only ask you to go into a branch if you need to.

I've been asked for identification. Which forms of identification are suitable?
Your passport or driving licence is preferred.

What proof of address do you need?
Utility bills are the most common proof of address. Remember, your documents will need to be certified copies.

As an overseas customer, what shall I do next?
You will have received a letter. We'll follow this up with a phone call to run you through the process.

Which nationality identification will you accept?
We need to see a certified original copy of your passport or national identity card.

What proof of address will you accept?
We will need to see your overseas driving licence, utility bill or a non-HSBC bank statement.

Who can certify my documents?
Your local bank, or a lawyer.

I usually bank through my Relationship Manager. Will they be in touch?
Yes, they will contact you directly. If you don't have a specified Relationship Manager, you will receive a letter that will explain what we need you to do.

What identification do I need to show?
Your passport or driving licence is preferred.

What proof of address can I give?
Utility bills are the most common proof of address. Your Relationship Manager will talk you through how to certify your documents.

What is HSBC safeguard?
In today's technology-driven world, banking security has never been more important. At HSBC we're constantly putting new and better ways in place to protect our customers' accounts. This is why we're introducing HSBC safeguard; a series of initiatives designed to better protect all our customers from fraud and financial crime. To do this effectively, we need a little help from you. We have global systems that deter and detect criminal activity. To work most effectively, these systems rely on having the most up-to-date customer information. Now we need to confirm that the information we have about you is both accurate and current.

How will HSBC safeguard protect me?
To detect criminal activity our global systems rely on having your most up-to-date information. We use this information to provide your account with world-class protection against crime.

Why do you suddenly need all this information? Don't you already have it?
We need this information so that we can protect you and us from financial crime. Knowing who our customers are and understanding how they use their accounts ensures we can do this. To protect us both, we need to ensure that the information is accurate, up to date, and complete.

What has financial crime got to do with me?
Financial crime can affect anyone and everyone. Your support will go a long way to help us make banking safer.

Security has always been important. Why are you asking for more information now?
Constant changes in technology and the way companies do business has affected the whole banking industry and, in turn, how we protect it. Fraud and financial crime is becoming even more sophisticated and globally organised - so we have to be more vigilant than ever. We need you to help us stay one step ahead of financial crime by providing us with up-do-date information.

My everyday banking won't change. Will it?
No, it won't. Once you've updated your details, the work to protect your account happens behind-the-scenes at HSBC - so it won't change the way you bank.

I haven't been contacted. Will I be?
You will receive a letter only if we need you to get in touch. In the meantime, if you'd like to discuss HSBC safeguard with our team you can contact our customer support on 03456 00 61 61. If you are a Premier customer, please call 03457 70 70 70.

Why do I have to provide all these documents?
To understand the daily activity on your account, our global systems need your most recent information. This will help us deter any potential risks of fraud and financial crime.

Why do you need information about my income and outgoings?
We need to understand where funds are coming from and going to as part of our on-going efforts to protect you and HSBC from fraud and financial crime.

Why do you need to see my utility bills?
Utility bills are considered one of the safest ways to confirm address details. Online statements can be manipulated, so while we appreciate it can be inconvenient to produce original documents (or certified copies) we need these documents to protect your account from potential misuse.

Why do you need to see my passport/ID card?
It's important we can verify your identity. A passport or national identity card is often one of the simplest and most readily available documents you can provide. Please note that we will require a certified copy (not the original).

I have a business account and a personal account with HSBC. Why have I just been contacted about one of them?
We are reviewing all HSBC accounts. To keep any inconvenience to a minimum we'll share the information gathered with other areas of the bank in the Channel Islands and Isle of Man to reduce the number of times you may be contacted.

I'm a customer of HSBC in more than one country. Will I still have to provide the same information to you in more than one country?
Laws and regulations vary from country to country, which is why you may have been contacted more than once for the same information. We apologise for any inconvenience but it's important you respond to each request that you have received. To avoid confusion we've kept the information as consistent as possible within the constraints of local regulation.

Do I need to visit my local branch?
No, not unless you have been specifically asked to. By now you may have received a letter from us, which will explain your next steps. If you are still unsure, you can contact our customer support team on 03456 00 61 61. If you are a Premier customer, please call 03457 70 70 70.

What happens if I don't provide the information?
Ultimately, if we don't receive your up-to-date information we may not be able to provide you with all of our services. We need to ensure you're fully protected from financial fraud and crime - if we don't have the right information, we can't do this. As soon as we receive your information, we'll update our records - so you won't be contacted again.

When do I have to provide the information by?
We'll send you reminders and give you sufficient time to provide the information. If you're having trouble gathering information please do let us know as soon as possible so we can help wherever we can. It may, for example, be possible for us to rely on alternative documents in your possession. If you think you may need more time or have any further questions, get in touch with our team on 03456 00 61 61. If you are a Premier customer, please call 03457 70 70 70.

Why do you need to share customer data across the HSBC Group?
As more and more of our customers live, travel and trade internationally, we're always looking for better ways to help you bank safely - wherever you are in the world. Our global systems and processes work by sharing data and customer information across borders to prevent financial crime. You may only bank in one country but we have a commitment to protect your account globally. Therefore we need to share customer data across all parts of HSBC Group.

What will you be doing with the data? How will it be stored and protected?
We'll use this information to protect you, and ourselves, from financial crime. We take our obligation to protect your data very seriously. All the information you provide will be subject to HSBC Group's data and security standards to ensure its protection. We'd like to reassure you that your information will only be used for your protection and won't be passed to any third parties for marketing purposes.

Who can certify my documents?

The following people can certify photocopies of your documents, on sight of the original document:

Bank Manager of a licensed, regulated bank

Embassy Consulate or High Commission Official of the country of issue of the documentation

Lawyer or Notary Public*

A Member of the Judiciary or a Senior Civil Servant

Actuary* of the country of issue of the documentation

Accountant or Tax Adviser*

*Who is a member of a recognised professional body

If you provide original utility bills to confirm your address, these do not need to be certified. We regret that we will not be able to return these documents to you.

How do I certify my documents?

Your documents must be certified within the last three months and be in English. We can only accept certified copies that have been translated into English, providing both the foreign and English copies are certified as required.

How can I send my documents to you?

Once your documents are certified, please print and complete the return form below and enclose it with your certified documents and then send them to:

Customer Review
PO Box 6248
Coventry
CV3 2ZW