Accessibility

The BSL Video Relay Service enables you to contact us using British Sign Language (BSL). The service connects you with a qualified BSL interpreter via the webcam on your device, who will be able to relay your conversation to our telephone banking advisor.

You can use the service Monday-Friday 8am-6pm (excluding Bank and Public Holidays) and it is free from your home computer or mobile device.

How do I use it?

The first time you use the SignVideo service you will need to download a Live Plug in. This makes sure that you have good video quality and that your calls are secure. Please follow the instructions once you are connected to the Web Access page. You'll only need to do this the first time you use the service.

When you click on the 'Use SignVideo' button below it will open a new window where you will be connected to the interpreter via video. To make sure we can get you through to the right person at HSBC as quickly as possible please make sure you have all your details ready.

What do I need?

You will need a device with a webcam that meets the following requirements:

• iOS devices (8 or upwards), many Android devices (4.4 upwards), PC (i3 or above) or Mac with a webcam.
• IE9-11 or Firefox for Windows, Safari for Mac.
• Bandwidth of at least 256 kbp/s upload and download (384kbp/s recommended).

Help and Support

To resolve any issues you may have, please check our FAQ page: www.signvideo.co.uk/faq.

To receive help and support, please get in touch with our Customer Services: Call SignVideo in BSL: www.customer.signvideo.me. Alternatively, email the technical support team directly - help@signvideo.co.uk

British Sign Language Video Remote Interpretation

The British Sign Language (BSL) Video Remote Interpretation service enables you to speak to an adviser with the help of a remote interpreter. You’ll be connected with a qualified BSL interpreter via the camera on your phone, tablet or laptop and they'll assist in your conversation with our adviser.

Face to face interpreters in branch

We can arrange for an interpreter (e.g. a lip speaker or BSL interpreter) to attend your appointment, free of charge. Please allow at least 2 weeks for us to book an interpreter.

How to access it:

If you'd like a face-to-face interpreter, please let us know when you arrange your appointment.

To use BSL Video Remote Interpretation, go to SignVideogo to SignVideo This link will open in a new window. You'll need to be in a branch and connected to HSBC Wi-Fi. If you need help, just ask one of our branch advisers.

How do I use it?

To use this service you will firstly need to be connected to our HSBC wifi in the branch. You can join HSBC wifi via your settings, just click on HSBC wifi to connect. This will ensure you are not charged any data usage charges for the call.

If you are using SignVideo for the first time you will be directed to download the app when you click on the 'Use SignVideo' button above. The app is free and you'll only need to do this the first time you use the service.

Click on the 'Use SignVideo' button to start your in branch interpreting session.

What do I need?

You can access the service from either a smartphone or tablet that meets the following requirements:

• Android 4.4 or above and IOS 8 or above
• Tablets must have forward facing cameras and all devices must have the sound on

Help and Support

For troubleshooting and technical guidance of SignVideo's Service, please contact SignVideo at help@signvideo.co.uk or call 02033880771.

Text Relay can translate speech to text and text to speech when you contact us by phone.

You can call us via Relay UK and a Relay assistant will type out what our adviser says. You'll be able to read this on your computer, mobile, tablet or textphone, then either speak or type your response. Find out more about Relay UK.

How to access it:

You can use this service by downloading the Relay UK app. If you're using a textphone, enter 18001 before the number you want to dial.

Relay UK is a third party, which means HSBC isn't responsible for this service. The service will be subject to third party terms and conditions and privacy practices. If you have difficulty using this service, please contact Relay UK - This link will open in a new window directly.

We have installed hearing loops in at least one counter in all of our branches. These improve the sound quality if you use hearing aids.

To use the hearing loop please turn your hearing aid to the T position.

If the counter is closed or you are having problems with the loop please just talk to one of our branch staff who will be able to help.

If you need more information on using your hearing aid with hearing loops please speak to your doctor or audiologist.

Online banking can be a really useful way of managing your account wherever and whenever works for you. Find out more about our Online Banking service.

You will need to use a secure key to log onto Online Banking. There are a number of Secure Options available including a digital secure key which you access through our mobile banking app, or a larger version. The larger version includes audio functionality so can be useful if you have difficulty seeing the buttons.

You can request these from us in branch or by calling the number on the back of your card.

Website Accessibility

Online banking can be a really useful way of managing your account wherever and whenever works for you. Find out more about our Online Banking service.

You will need to use a secure key to log onto Online Banking. There are a number of Secure Options available including a digital secure key which you access through our mobile banking app, or a larger version. The larger version includes audio functionality so can be useful if you have difficulty seeing the buttons.

You can request these from us in branch or by calling the number on the back of your card.

Website Accessibility