Your support needs

We understand that everyone has different needs when it comes to their banking and that this can vary over time. You might need help due to your health, having a disability, a change to your personal circumstances or your needs may have just changed. 


So that we can make sure you get the right support, let us know what you need, when you need it and how long for. We'll add this info to your account so we know what to expect when you contact us.

What support you need and what we can do for you

How to tell us what you need

You can tell us about your needs in a way that suits you.

Call us

Give us a call on 03 456 100 100

Chat with us online

Log in > Help > Chat now

Log in > Message us

If you have additional or complex needs that require extra help or support, you can chat to one of our specially trained Customer Care Agents. They’re available:

  • Monday to Friday between 8am and 10pm.
  • Saturday and Sunday between 8am and 7pm.

Simply type ‘Talk to Finn’ in the chat. You’ll then be asked to provide more information on why you’re getting in touch so that we can help you quickly.*

Or, send us an online form

If you’d like to tell us about your needs but don’t want or need to talk to us, you can fill in an online form. We’ll then add this information to your account(s) to make sure you get the right support. Fill in the form below**



*Chats with us online are stored for 13 months. You can see your chat history by logging on to Online Banking or our App.

We can record your request, which will only ever be used by us to provide you a better banking service.

You will only need to tell us once, but you can also ask for this support to be stopped or removed at any time.

See our data privacy notice for more information.


**This form should only be filled out by you (the customer).

Completing this form will add new support needs to your profile, once we’ve verified your details. We’ll use your current contact details to confirm that your support need(s) have been added.

This form won’t update any of your personal details. It will only add a support need to your account(s).

If you have other support needs that aren’t included on this form, please give us a call or Chat with us.

This form will only update your information with us, first direct. Please let other HSBC Group brands know separately (such as HSBC or M&S Bank).