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Deaf, hearing or speech impairment

Find out how to access a British Sign Language interpreter and other useful resources.

However you like to bank, we want to make it as simple as possible. Here are some things that might help if you're deaf or have a hearing or speech impairment.

British Sign Language interpretation from home

This could help if… you need assistance with a telephone banking conversation

The BSL Video Relay Service enables you to contact us from home using British Sign Language (BSL).

When you launch SignVideo, you’ll be able to interact with a qualified BSL interpreter using the camera on your device. You’ll then be connected with a telephone banking adviser, and your BSL interpreter will relay your conversation.

How to access it:

To connect with an interpreter, go to SignVideo.

You can use this service from Monday to Friday, 8.00 to 18.00 (excluding Bank and Public Holidays), and it’s free.

How to use SignVideo from home
Find out how an interpreter can help you communicate with us from your own home.

Frequently asked questions about SignVideo

British Sign Language interpretation in branch

This could help if… you want to communicate with an in-branch adviser using BSL

There are two ways to get help from an interpreter when you’re visiting a branch:

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 SignVideo. 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 to use the British Sign Language Video Remote Interpretation service
Get help communicating with us in branch.

Frequently asked questions about SignVideo

Text Relay

This could help if... you have trouble speaking or hearing on the phone

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 directly.

Hearing loops in branch

This could help if... you use a hearing aid

We've installed hearing loops by at least one counter in every branch. Hearing loops provide a magnetic, wireless signal that is picked up by hearing aids. This improves sound quality when you're having a conversation with one of our advisers.

How to access it:

When you arrive at the branch, one of our staff can show you which counter has the hearing loop installed.

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

If the counter is closed or you're having problems with the loop, one of our branch staff should be able to help. If you need more information on using your hearing aid with hearing loops please speak to your doctor or audiologist.


This could help if... you'd rather type than talk

If you've got a question about your account, you can send us messages securely through our Chat service. It's available in the mobile app and through online banking.

Please note, there are some types of queries we can't answer through Chat and you may need to contact us using a different method.

How to access it:

To chat to us in the mobile app go to Chat with us. Or, you can log on to online banking and open the Chat window on the right-hand side of the screen.

It's easy to answer your query online. Visit our Help page to find out how.