Tell us about your needs

Different formats you can request include:

• Audio CD
• Braille type 1
• Braille type 2
• Large print (font 20)
• Giant print (font 32)

Where possible, we'll send you all your statements and correspondence in this format automatically. Visit our Visual impairment support page to discover how we're helping to make your everyday banking easier.

For example, you can tell us if any of the following applies to you:

• I need help understanding my correspondence.
• I would like you to speak more slowly and clearly.
• English isn't my first language and I may need a translator.
• My voice may not sound as you might expect.
• I may contact you using a sign relay.
  
• I may contact you using a text relay.
• I would prefer not to be contacted by telephone.

If requested we’ll try to use alternative communication methods to telephone calls whenever possible.

For example: 

• Using the mobile app isn’t suitable for me.
• Using online banking isn’t suitable for me.
• I’m unable to hold a pen to sign a document.
• I need to sign for transactions, instead of using a PIN with my card.
• I need level access when visiting one of your branches (You can also use our Branch finder to find your nearest accessible branch).
• I need a large secure key to log onto your online banking.

Please see our Mobility and dexterity and Accessibility and Disability support sections to find out more about what we're doing that could help make banking easier. You can also use our Branch finder to find your nearest accessible branch.

You can request a larger physical secure key by calling the number on the back of your card, by visiting your local branch or letting us know via live chat.

Tell us if you’d like us to add any additional controls to your account.

For example, tell us if any of the following applies:

• I want to limit the amount I can withdraw from an ATM (this could be from as little as £10).
• I want to speak to you first before any lending applications are approved.
• I want all of my lending applications to be blocked automatically.

Lending applications are requests for credit, such as unsecured loans, credit cards or overdrafts.

More information on managing your finances can be found on our Money worries and Rising cost of living pages. You can also find more information on how we can help you on our Gambling support and Financial and domestic abuse support pages.

To protect yourself from fraud or scams, you can also find more information with our Fraud and security centre.

You can nominate a trusted family member, a close friend, or a trusted professional to assist you with making financial decisions and managing your account. Please see our Assisting someone with their money page to find the right option for you.

You can contact us to let us know about your personal circumstances and any other types of support you might need.

For example, you can tell us if any of the following applies to you:

• I need more time to digest information and make decisions.
• I am experiencing a life event and need you to be sensitive.
• I am experiencing a change in my circumstances and need you to be sensitive.
• I need more support with my day to day banking.
• I am struggling to remember things.

Enter a few details and select what you need and we'll make sure you get the right support.

The form needs to be filled out by the account holder or an authorised third party, such as someone with Power of Attorney.

We'll contact you to confirm we've added the needs to your profile once we've verified your details.

This won't update any of your personal information.

If your needs aren't included, please get in touch or visit a branch.

Tell us about your needs

You can visit us in branch to speak to us in person.

Find your branch

In the UK

03457 404 404

Abroad

+44 1226 261 010

Open 08:00 to 20:00 every day

To use our app complete the following steps:

• Log on to the app
• Go to your profile by clicking the 'little person' icon in the top right of the screen
• Under 'Settings and preferences' select 'Additional support'
• Follow the on-screen instructions

Please note, not all support needs can be managed in the app. If you can’t see what you need, live chat with us, call us or visit a branch.

If you're not registered for the app but would like to use it, find out how to register here: https://www.hsbc.co.uk/register/

We understand the support you require can change over time, depending on your health, circumstances and needs.

To make your banking work for you, you can tell us what support you need, when you need it and for how long. You won't need to tell us why you need this support if you don’t feel comfortable.

Your support needs will be recorded to ensure we can provide the support requested. They will be used in line with our Privacy Notice. and can be set up for a period of time you like, changed or removed at any time.

We won’t record any details about your circumstances that include your health or disability.

If you need support which hasn’t been mentioned on this page, please contact us to discuss how we can better support you. You can contact the team via live chat, telephone or visit us in branch.

You can add and remove a support request in the app, via live chat, by calling us or visiting a branch.

If you need to update a request you can only do this via live chat, by phone or in-branch.

If you have mental health support needs, you can let us know by chatting to us in our app, giving us a call or visiting your local branch.

We don't record medical conditions on your customer records, and you can tell us about any extra support you may need.