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HSBC - Deaf, Hearing or Speech Impairement

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 SignVideogo to SignVideo This link will open in a new window.

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

Sign Video OverviewSign Video OverviewPlay VideoHow to use SignVideo from homeFind out how an interpreter can help you communicate with us from your own home.Use SignVideo from homeUse SignVideo from home This link will open in a new window

Frequently asked questions about SignVideo

How do I use SignVideo from home? 

When you follow the SignVideo link, a new window will open and you’ll be connected to an interpreter. Make sure you’ve gathered any details you might need for your conversation with us before you connect.

The first time you use SignVideo you’ll need to download a Live plug-in. This will ensure you have good video quality and your calls are secure. The onscreen instructions will guide you through how to do this.

Your video call will be relayed in real time using secure technology, but we may record the voice conversation between your interpreter and HSBC for quality and monitoring purposes.

What equipment do I need to use SignVideo at home? 

You'll need:

  • an iOS device (iOS 8 or upwards), Android device (4.4 upwards), PC (i3 or above) or Mac
  • a device with a built-in camera or separate webcam
  • the Google Chrome, Microsoft Edge or Firefox browser on PC, or Safari for Mac
  • bandwidth of at least 256 kbps upload and download (384 kbps recommended)

Where can I get help with SignVideo? 

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

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 SignVideogo to SignVideo This link will open in a new window. 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.

Video Remote InterpretationPlay VideoHow to use the British Sign Language Video Remote Interpretation serviceGet help communicating with us in branch.Use SignVideoUse SignVideo This link will open in a new window

Frequently asked questions about SignVideo

How do I use SignVideo in a branch? 

When you arrive at the branch, you’ll need to connect to HSBC’s Wi-Fi. Just select HSBC Wi-Fi in your Wi-Fi settings. This is so you don’t have to use your own mobile data for the call.

Next, go to SignVideogo to SignVideo This link will open in a new window to connect with an interpreter.

If you’re using the service for the first time you’ll be asked to download the free SignVideo app.

What equipment do I need to use SignVideo in a branch? 

You’ll need a phone or tablet with:

  • Android 4.4 or above, or iOS 8 or above
  • a front-facing camera

You’ll also need to make sure the sound is turned on and loud enough for the adviser to hear.

Where can I get help with SignVideo? 

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

Textphone

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

The HSBC textphone service enables you to have a real-time written conversation over a telephone line with a trained customer adviser.

We only offer a textphone service for Life, Pension and Investments. If you need support with anything else, you could try our Text Relay service.

How to access it:

You'll need a textphone (or 'minicom'), which has a keyboard and a screen to display the messages you send and receive.

Call 03457 660 391

Lines are open 08:00 to 18:00 Monday to Friday (excluding public holidays).

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 UKRelay UK This link will open in a new window.

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 UKRelay UK This link will open in a new window 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.

Chat

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.

Who to contact

Website
https://www.hsbc.co.uk/

Other Details

Age Bands
11-14 years old
18-25 years old
Parents and carers
15-17 years old
5-10 years old