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.
  • IE9-11 or Firefox for Windows, Safari for Mac.
  • Bandwidth of at least 256 kbp/s upload and download (384kbp/s recommended).

How can I get help and support?

For troubleshooting and technical guidance of SignVideo's service, please contact SignVideo at help@signvideo.co.uk or call 0203 388 0771.

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 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 0203 388 0771.

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

If you are deaf or are hearing or speech impaired, textphones can be a useful way to contact us.

A textphone (or 'minicom') has a keyboard and a screen on which messages sent and received are displayed.

The HSBC textphone service enables people to have a real-time written conversation over a telephone line with a trained Customer Advisor, without the need for a third-party translator.

If you would like to contact us using a textphone, you can find the relevant number below.

Lost and Stolen, Internet/Telephone banking and card security and fraud

0800 028 3516 or +44 1792 494 394 from outside the UK

Lines open 24 hours.

Product / Sales Enquiries

0800 028 0126

Lines open 8am to 10pm every day (except Christmas Day, Boxing Day and New Year's Day).

Text Relay

If you wish to connect via the Text Relay service, please see information below.

Text Relay

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. 

Live Chat

We provide a Live Chat service where you can chat to one of our agents. To enquire about information relating to your account, please log into your online banking, and select 'Live Chat' from the side of the screen. To make a general banking enquiry, please access Live Chat through the Help and Support page.

Live Chat is open 24 hours a day. During busy periods, the Live Chat button may not appear as this option will only be displayed when an agent is available.

Certain enquiries may require you to contact us through an alternative 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.