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Phone Banking

It's what we're famous for

Our award-winning Phone Banking is one of the things our customers love most about us. You can call us any time of day or night, seven days a week, 365 days a year - for anything from checking balances and moving money around to applying for a loan and paying a bill. Whenever you call, you'll always get through to a lovely, warm, real human being, right here in the UK - no 'press 1 for...' nonsense, no overseas call centres.

Show the section Voice ID security

What is Voice ID security?

We'd recognise that voice anywhere

Voice ID is a voice verification tool. It will recognise and remember your voice when you call us, making banking with us even easier.

What do I do?

Here's the good bit - you don't have to do anything. You can carry on banking in the same way that you would do normally, if you need to call us for anything, Voice ID will work away in the background.

Are my details secure?

Our Phone Banking service is already very secure, and has been ever since we launched in 1989, but when new technology emerges that will make things even more secure, and better for customers, we'll adopt it.

Unlike a password, your digital voice 'print' can't be written down or guessed by others. This is bad news for fraudsters, but great news for you because it gives you even greater confidence that nobody else can access your banking details.

Voice ID video

Here's a video to explain how it works

Video Transcript

Hello, and welcome to voice IT technology. Another first from first direct. This clever new telephone banking feature makes managing your money even easier. Here's how it works, when you call us, we'll ask if it's ok to record your voice. If you agree, we'll get started. (If you don't, no problem, we won't apply it to your account).

On that first call, everything will be just the same. You'll go through the same security questions that you're used to. And, during the conversation our clever systems will analyse your voice. Then, the next time you call, it will double check everything. And if you're happy and we're happy, it's good to go.

From then on, whenever you call... our systems will be working in the background to confirm it's actually you. Simple as that.

Which means an easier telephone login process and less time spent remembering passwords.

Show the section Voice ID FAQs

Everything you need to know about Voice ID

How does Voice ID work?

Here's the technical bit - when you speak, the system measures how you use your lips, mouth, vocal tract and diaphragm - as well as behavioural things like speed of speech, pronunciation and your accent. It measures about 140 different things that, all together, are totally unique to you. It does all this in around two seconds, and lets us know that it's definitely you.

We don't take an actual recording of your voice - instead, we take a digital 'print' of what's going on when you talk, and we attach that print to your account, so it's there whenever you call us.

Do I have to say anything specific?

Do I have to talk to a machine?

What if I don't want Voice ID applied to my account?

Will I still need to remember and provide my existing security questions?

What if the Voice ID system doesn't recognise me or can't hear me properly?

What if I have a cold or a sore throat?

Even if you have a cold or a sore throat, the way that you generate speech is still the same, so we'll still be able to verify you using Voice ID. It might be tricky if your voice is severely changed for medical reasons, but we'll still be able to verify you another way.

What if I have a disability affecting my voice?

If you have a disability that affects your voice, you can opt out of Voice ID and we can still continue to verify you on the phone in our usual way. If you're completely unable to use your voice, either temporarily or long-term, please contact us by choosing ‘Send us a message’ using the help section in our Mobile Banking App, sending a message through the ‘Message Us’ option in Online Banking, or post, and we'll answer any concerns you have.

I rely on a text-phone system, how will Voice ID work for me?

Can I use Voice ID if I live overseas?

Will Voice ID apply to all areas of first direct?

Where will my voice print be stored?

What about if my voice changes with age?

What if I'm a carer or hold power of attorney for another customer?

The process for carers and people who hold Power of Attorney will stay the same as it is now. If you're a first direct customer already, we'll verify you using Voice ID which will give you access to your accounts and any others you're authorised to manage. If you're not a first direct customer but would like to access accounts you hold Power of Attorney on via our phone banking, please give us a call on 03 456 100 100 and we'll be happy to help.

Show the section Video relay service

Video relay service

Our video relay service, provided by SignVideo, means you can now do your banking using British Sign Language (BSL). We'll connect you to a qualified interpreter, via your computer or mobile, who'll translate the conversation to us.

This is a free service which is available Monday to Friday from 8am to 6pm, except for public holidays.

This video explains it all

Video Transcript

Welcome to SignVideo Live.

SignVideo Live enables you to connect to a video interpreter and make calls online.

All you need is a webcam and broadband internet connection on your computer, or an Android or iOS mobile device.

To use the service, simply select the SignVideo Live icon on this page or on your mobile.

You will then be connected to a SignVideo interpreter. Simply let the interpreter know who you are, and who you wish to call, for example Customer Services. The call then progresses as normal.

The service is compatible with PC, Mac and many smart devices.

PC users will need a Windows operating system and the latest version of Internet Explorer or Firefox installed.

Mac users will need to update to the latest version of Safari.

Please note that the Edge browser supplied with Windows 10 does not currently support all plug-ins and therefore is unsuitable. In order to use SignVideo with Windows 10, please switch to Firefox or Internet Explorer 11 instead.

The minimum broadband upload / download speed required is 256 kbps. However, we recommend a speed of 384 kbps or above.

First time PC or Mac users will need to select the SignVideo Live icon on this page and download the 'Live Plug-in' software when prompted. This software ensures a high-quality picture.

To install the 'Live Plug-in', simply download when requested and follow the instructions on screen.

Android / iOS users can simply download the SignVideo App from Google Play or Apple App Store. Once the installation is complete, please close the SignVideo App. You can then launch the SignVideo Live service directly through the SignVideo Live icon on your device.

If you have any problems or questions, please contact us on help@signvideo.co.uk Opens an overlay [Will show a security message first] and we'll be able to assist.

Use SignVideo Opens an overlay [Will show a security message first]

How do I use it?

Before you can use our Video relay service, you'll need to download the software to make sure your calls are secure and the video quality is good - start using SignVideo here.

Once you've done this, select the SignVideo icon to open a secure video link to a qualified BSL interpreter. You'll need to have your account and security details to hand.

Your information will be relayed in real time - so SignVideo won't store your details, and any information you provide will be protected in line with your Account Terms and Conditions.

What you'll need

To use this service you'll need a device with a webcam and one of the following:

iOS 8 or above
Android 4.4 or above
PC or Mac with an i3 processor or above
Internet Explorer 9 or above or the latest versions of Firefox (Windows) or Safari (Mac).

You'll also need at least a 0.3MB internet connection but we recommend 0.5MB or more. If you don't know what speed your internet is, please contact your supplier.

If you need help

If you have any technical questions or problems please contact SignVideo directly by email at help@signvideo.co.uk or by calling 0203 388 0771.

If you have any questions about using this service to access your account, please give us a call anytime on our standard number 03 456 100 100 or via Text-phone 03 456 100 147 and we'll be happy to help. If you're abroad you can call +44 113 234 5678.

Because we want to make sure we're doing a good job calls may be monitored and/or recorded, we hope you don't mind.

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 UK Opens an overlay [Will show a security message first].

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 UK 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 UK Opens an overlay [Will show a security message first] directly.

The numbers you need

Existing Customers

Telephone: 03 456 100 100

International calls

Telephone: +44 113 234 5678