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Deaf, hearing or speech impaired

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

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 in our phonebook.

Text Relay

We accept calls from Text Relay. This is a useful service if you are deaf or are hearing or speech impaired.

Text Relay is a national telephone relay service that facilitates calls between textphone users and someone using a standard telephone.

If you wish to contact us using the Text Relay service, please use the prefix 18001 with any of our standard contact numbers (e.g. 18001 03457 404 404 for general banking enquiries). An operator will join the call and assist by using a textphone to talk to you, while speaking to our representative.

You can find out more information about Text Relay and other ‘type & hear’ services on the Next Generation Text Service website.

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.

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