Table of contents

Braille, large print and audio

We can provide many of your communications in Braille, large print or audio. This includes your statements, letters, mortgage information and PINs, as well as your debit or credit card details.

Just tell us which format you would prefer, either in branch or by calling 03457 404 404. Once you've told us, we'll make sure all our communications are sent to you in this format.

Cheque and credit-slip templates

If you have difficulty writing cheques or filling in paying in slips, you may find a plastic template useful.

Just place the template over the cheque or slip to help you fill in the details. Braille instructions are included on the template.

To order a template, please call us on 03457 404 404 or ask in one of our branches.

Credit and debit cards

Credit and debit card templates can be a useful guide to help sign your card.

Just place the template over the card and then use the Braille instructions and the cut-out section to sign.

We can also provide your debit or credit card details in Braille, large print or audio.

You can request a template or ask for your card details in a different format in branch or by calling 03457 404 404.

Note gauges

Note gauges can help you to identify the specific bank note you are holding.

They have 4 marks that are measured to the different widths of £5, £10, £20 and £50 notes.

Just place the gauge over the note to identify which note it is.

You can order a note gauge by calling us on 03457 404 404 or by asking in one of our branches.

Talking ATMs

Talking ATMs are useful for anyone who wants to use an ATM service and cannot use or struggles with the screen instructions, such as customers who are blind or have dyslexia. Things you can do at an ATM include getting cash, checking your account balance and topping up your pay-as-you-go mobile phone.

Talking ATMs are easy to use. You just need your bank card, PIN and standard headphones (3.5mm jack) such as the kind you get with a phone or MP3 player. You can blank the screen so others cannot see what you are doing and you control the ATM using the PIN pad, which has a pip (bump) on the ‘5’ key like a phone.

Please note: Not all ATMs are the same. The voice instructions will let you know where things are.

 

Insert the headphone jack into the socket on the front of the machine

 

You can adjust the volume level at any time by using the buttons on either side of the 0 key.

The left button turns the volume down and the right button turns the volume up.

First, you’ll hear an introduction to talking ATMs – press 1 on the PIN pad to listen to the full instructions.

Press 5 on the PIN pad to start a talking session   .

To end a session, press Cancel on the PIN pad. 

When you put in your bank card, we’ll prompt you to input your PIN number.  You’ll have the option to keep the onscreen prompts - or you can press 6 on the PIN pad to display the privacy screen before you put in your card. 

Talking sessions

During talking sessions, you can press the numbers on the PIN pad to choose which transaction you want to carry out: 

  1. Cash
  2. Cash with receipt
  3. Balance enquiry
  4. Mobile top up
  5. Credit card payment
  6. Donate to charity
  7. Statement and other

    We’ll guide through each of the transactions and ask you to press a key on the PIN pad to select or agree each step.

 

Quick cash option:

During talking sessions, you can choose the quick cash option and press one of these numbers on the PIN pad:

  1. £10
  2. £20
  3. £30
  4. £40
  5. £50
  6. £100
  7. £200
  8. Other amount 

 

Hints and tips

  • To answer “Yes” to a question such as “Do you require more time?”, press 1 on the PIN Pad.
  • If you’ve made a balance enquiry, debit balances will always be spoken with the amount followed by the word debit - for example, if the account balance is £1,210 in debit, the spoken version will be: “Your account balance is one thousand two hundred and ten pounds debit.”
  • If your balance is only a number of pence (for example, £0.45), you’ll hear: “Your account balance is zero pounds and forty-five pence credit.”
  • For mobile top ups, the talking ATM will repeat the phone number to be credited.

Telephone Banking

Telephone banking can be really useful whether you're checking your balance or making a payment.

Find out more about Telephone Banking.

Mobile Banking

Our mobile banking app allows you manage your account securely from your smartphone.

Features include:

  • Checking your balance
  • Making payments to existing payees
  • Transferring money between your HSBC personal accounts

Online banking

Online banking can be a really useful way of managing your account wherever and whenever works for you.

You will need to use a secure key to log onto online banking. There are a number of secure options available including a digital secure key that you access through our mobile banking app or a larger version. The larger version includes audio functionality that can be useful if you have difficulty seeing the buttons.

You can request these from us in branch or by calling the number on the back of your card.

In addition, we can provide many of your communications in Braille, large print or audio. This includes your statements, letters, mortgage information and PINs, as well as your debit or credit card details.

Just tell us which format you would prefer, either in branch or by calling 03457 404 404. Once you've told us, we'll make sure all our communications are sent to you in this format.

Website accessibility

We adhere to the Web Content Accessibility Guidelines 2.0, a set of guidelines stipulated by the World Wide Web Consortium (W3C) used to ensure web sites are designed and written in a way that makes them accessible to everyone. This means that:

  • We only use strong colour contrasts 
  • Headings are used correctly to make them readable through screen readers 
  • Links do what they say. We don't use 'click here' 
  • Tables are laid out in tabular form with headings and summaries 
  • We use style sheets to determine the presentation of our web site - this assists those using screen reading devices 
  • Where we use images, we use alternative text so that those people who cannot see the image can read the text. These can be read by screen reading devices.

Live Chat uses WAI-ARIA technology to provide the user experience of forms and buttons for screen reader users. If you experience issues with the form or buttons and are using an old browser, updating your browser to a more recent version should resolve these issues. For screen reader users who cannot, or do not, wish to update their browser, we are working to provide an improved version of these controls that does not have this limitation.

Range of browsers and operating systems that we support

Online Banking is available to both PC and Apple Mac users with modern internet-enabled machines.

 

Browsers:

  • Internet Explorer 10 and above 
  • Chrome 40 and above 
  • Firefox 30 and above 
  • Safari 8 and above

 

Operating Systems:

  • Windows 7, 8 and 10 
  • Mac OS X 10.9 and above

 

Browser updates are available free of charge from each browser provider. Operating systems can be purchased from software vendors. We will update our list of supported browsers and operating systems from time to time as the software used by our customers changes. The details are correct as of 1 December 2015.

Browser updates are available from Microsoft, Firefox, Safari, Google

Pop-up settings

When using online banking, a "Time out message" will appear before you are due to timeout. This is to warn that your online banking session will end within 60 seconds unless you select ‘Yes’.

Please note that this warning message will not appear if pop-ups are blocked. To ensure you receive this warning, please amend your browser settings.

In Live Chat, all the information in the warning message can be accessed by screen reader users by tabbing through to the end of the tabbing order. However, the information isn't immediately announced when the pop-up appears. We are working to make this information more immediately obvious in the future.

Live Chat

Live Chat uses Web Accessibility Initiative – Accessible Rich Internet Applications (WAI-ARIA) technology to provide the user experience of forms and buttons for screen reader users. If you experience issues with the form or buttons and are using an old browser, updating your browser to a more recent version should resolve these issues.

For screen reader users who cannot, or do not, wish to update their browser, we are working to provide an improved version of these controls that does not have this limitation.