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HSBC Safeguard and you

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 03457 404 404. 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.

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.

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).


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 ongoing efforts to protect you and HSBC from fraud and financial crime.


I have a personal account and a business account with HSBC. Why have I just been contact 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 UK to reduce the number of times you may be contacted.


I am a HSBC customer in more than one country or region. Will I have to provide the same information to you in more than one country/region?

Laws and regulations vary from location to location, 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've been specifically asked. By now you may have received a letter from us, which will explain your next steps. If you're still unsure, you can contact our Customer Support team on 03457 404 404. If you're 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 03457 404 404. If you are a Premier customer, please call 03457 70 70 70.


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