Table of contents
British Sign Language interpretation from home
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 this service from Monday-Friday, 8am-6pm (excluding Bank and Public Holidays), and it’s free from your home computer or mobile device.
Frequently asked questions about SignVideo
How do I use SignVideo from home?
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), any Android devices (4.4 upwards), PC (i3 or above) or Mac with a webcam
- Firefox for Windows, Safari for Mac
- bandwidth of at least 256 kbp/s upload and download (384kBps recommended)
How can I get help and support?
Your video call is relayed in real time using secure technology, however we may record the voice conversation between your interpreter and HSBC for quality and monitoring purposes.
British Sign Language Interpretation in branch
If you need an interpreter when you visit branch there are two ways you can do this:
British Sign Language Video Remote Interpretation
The British Sign Language (BSL) Video Remote Interpretation Service enables you to speak with HSBC in the branch using a remote interpreter. The service connects you with a qualified BSL interpreter via the webcam on your phone, tablet or laptop, who will be able to relay your conversation to our banking advisor in branch.
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 Wi-Fi 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
Face to face interpreters in branch
We can arrange for a qualified interpreter to attend an appointment in branch with you e.g. a lip speaker or BSL interpreter. This service is free of charge. Please let us know when you arrange your appointment, and allow at least two weeks for us to book an interpreter.
Textphone and contact numbers
We now only offer a textphone service for –
Life, Pension and Investments
Lines open 08:00 to 18:00 Monday to Friday (excluding public holidays).
If you need support for any other products, you can log on to online or mobile banking and use our chat service. You can also use our Text Relay service.
If you wish to connect via the Text Relay service, please see information below.
Text relay is a useful service if you are deaf, hearing or speech impaired.
HSBC currently accept calls from Next Generation Text Relay. You can find out more information on this service below.
Next Generation Text Relay (NGT)
Next Generation Text Relay is a service you can use if you are deaf, hearing or speech impaired. If you can’t hear on the phone the Next Generation Text Relay assistant will type what the other person is saying so that you can read their words. If you are unable to speak on the phone, you can type your message / query and the Next Generation Text Relay assistant will speak your words to the other person.
Still want to use a textphone? No problem, Next Generation Text Relay works with text phones in the same way as the old text relay.
The NGT service can be accessed by using the prefix number 18001 or through the NGT Lite app.
Download the NGT Lite app
App Store is a service mark of Apple Inc. Google Play is a trademark of Google Inc.
How does it work?
A call using NGT to contact HSBC would involve the following steps:
Step 1 – Customer calls HSBC
Step 2 – NGT relay assistant talks
Step 3 – HSBC representative listens
Step 4 – NGT relay assistant types HSBC’s message
Step 5 – Customer reads the NGT relay assistant's message
Step 6 – Customer responds to the message via text messaging on the NGT Lite App.
If you are having difficulty using the service please contact NGT directly using their website https://ngts.org.uk/contact-us.html
The Next Generation Text Relay service is provided by a third party, not HSBC, and HSBC is not responsible for this service. The service will be subject to third party terms and conditions and privacy practices.
We provide a Chat service where you can chat to one of our agents. To ask about information relating to your account, please log on to online banking, and select 'Chat' from the side of the screen. This allows you to ask questions and go about your day. You can continue the conversation by going to 'Chat with us' on our mobile app or simply log back on to get your response.
Chat is open 24 hours a day. At busy times, the Chat button may not appear as this option will only be displayed when an agent is available.
For some queries, you may need to contact us through another channel.
Hearing loops in branch
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.