Mental Health and Support

HSBC UK
Accessibility and disability
Mental health and support

If you’re concerned your mental health is impacting how you manage your money, we have a range of services available to support you.

Your mental health and money

Money problems and mental health issues are sometimes linked, with one causing or influencing the other.

If you feel your financial situation is impacting your mental health, you’re not alone. Research by the ONS suggests over a third of us feel stressed out when we think about money.¹

Signs you may be struggling

you feel anxious about reading bank statements or checking your account balance
you’re worried about paying bills or opening important letters
your sleep is disturbed because you’re thinking about your finances
you feel low and anxious or like there’s no way forward due to your financial situation
you feel guilty after spending money or feel like you spend money on things you shouldn’t
you can't concentrate, focus, or understand bills and letters
you struggle to ask for help and feel increasingly isolated

If you’re struggling with any of these challenges, we encourage you to:

get in touch with us to find out how we can support you
visit your GP or contact a healthcare professional who can help
reach out to an organisation that can support you
find someone who may be able to support you through the NHS

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¹For more information, view the first direct money wellness index.

first direct is a division of HSBC UK.

How can we help?

Money worries

If you've missed a bill or payment, or think you might, it's important you let us know as soon as possible. We may be able to offer you support and help you better manage your finances.

Money worries

Budgeting

Use our online resources and guides to review your finances, create a budget and plan a way forward. This can help you assess your incomings, outgoings and disposable income.

Everyday budgeting

Managing Debt

If you’re struggling with debt you have with us and have missed a payment, or are worried about missing a payment, you can call our team of specialists on 0800 028 7183 to get a helping hand.

Or if you prefer, you can speak to us on Chat.

Lines are open:

from 08:00 to 18:00 Monday to Friday

from 08:00 to 16:00 on Saturdays

Please note, lines will not be open on public holidays. Calls may be monitored or recorded.

You can also take a look at our series of guides to help you tackle your debts and take control of your finances.

Managing debt

Energy, food, and living costs have been going up. We have guidance on dealing with the rising cost of living to help you cut back on spending and get the right support.

If you're finding it difficult to use mobile banking, our mobile banking guides show you how to do common things step by step. If you need more assistance, you can find more support on our online banking pages. We also have the Chat feature on our website where you can ask us questions about using digital banking.

Online and mobile banking can be a more convenient way to bank, but we also offer telephone, branch, and Post Office banking services. We have more details on the different ways to bank on our website.

We can provide alternative ways to log on if you often forget PINs and passwords.

Voice ID lets you confirm your identity with your voice when using telephone banking, as long as you're over 18.
You can use face recognition instead of passwords when logging on to your mobile banking app, depending on your smart device.
We can provide a signature and PIN card if you struggle to remember PIN numbers on your cards.

We also offer a transcript history for conversations that take place on the Chat feature of our Mobile Banking app. These transcripts will be available on the app for up to 13 months. Our staff members will always be patient if you need to make notes during your conversations with us.

We understand that there are many different reasons behind overspending. If you're regularly going beyond your spending limit, get in touch so we can support you.

We also have support available for overspending due to gambling.

If you think you're overspending, you may find it useful to:

manage your spending by turning on transaction notifications on your mobile app
remove any bank card details on websites
limit the amount of bank cards you carry
delete apps on your phone that make it easy to overspend
find ways to distract yourself from spending
delay making unnecessary purchases to give yourself time to consider if you want to make the purchase or not

If you find that you're more likely to borrow money at certain times, you can talk to us about restricting your access to further lending. You can tell us if you’d like us to add any additional controls to your account.

For example, you can tell us any of the following:

"I want to limit the amount I can withdraw from an ATM."
"I want to speak to you first before any lending applications are approved."
"I want all of my lending applications to be blocked automatically."

Lending applications are requests for credit, such as unsecured loans, credit cards or overdrafts.

If you feel increased anxiety when visiting our branches, you may wish to contact us through telephone banking or by the Chat feature on online and mobile banking. If you still need to visit us in branch, it may be useful to:

visit the branch during quiet hour
look into the Hidden Disabilities Sunflower Lanyard Scheme
let staff know how you feel so that they can support you
talk about the appointment with someone you trust

If you do need to speak to us over the phone, it may be useful to:

let the staff member know you feel anxious so that they can support you
have your details on hand
have a notebook handy so you can write down any notes or questions you may have

When on a call with us, take your time, ask as many questions as you need, and ask us to repeat anything you don't understand.

Getting in touch

Call us

If your mental health is affecting your ability to manage your finances, when you’re ready to speak to us, you can call us on 03457 404 404.

Lines are open from 08:00 to 20:00 every day

Calls charges are the same as local rate calls. However, you may want to check with your service provider whether these charges are covered under your existing call plan.

Online banking and Chat service

We have a Chat service so you can speak to someone without having to call. To start a chat with one of our agents, log on to online banking and select the ‘Chat’ button. Or to talk to us through your Mobile app, log on and select ‘Support’ and then ‘Chat with us’.

If you start a conversation through online banking, you can continue through ‘Chat with us’ on your mobile if you need to be on the move.

You can also speak to us through the Chat tab on the side of this page, however we may not be able to support all queries through this channel. If the ‘Chat’ option is not on the side of the page, this means we have no available agents. If this is the case, please try one of the alternative contact options.

Getting help from someone else

If you need some extra support from someone you know to manage your finances but want to keep some financial independence, our Independence Service may be suitable or we can arrange to set up a third party mandate for you.

If you feel it’s too much to manage your account, you can also empower someone to act on your behalf by getting a Power of Attorney. If you’d like more information about what a Power of Attorney does, the Citizens Advice website has more information. We also have more information on how you assist someone with their money.

For those living with dementia, we have some helpful ways to manage your finances.

Where else to get help from

Samaritans This link will open in a new window

The Samaritans support anyone in distress or crisis

Mind This link will open in a new window

Mind provides information, advice and support on mental health problems

Rethink This link will open in a new window

Rethink help those severely affected by mental health problems

Anxiety UK This link will open in a new window

Anxiety UK provides a range of services for those affected by anxiety, stress or anxiety-based depression

The Money and Mental Health Policy Institute has awarded HSBC UK its Mental Health Accessible accreditation for essential services. This accreditation recognises that we’ve taken action to improve service accessibility for people experiencing mental health conditions.

Explore more

Tell us about your needs

We're here to support you and your banking in the way that works for you.

Accessibility

Access help if you have hearing, visual, speech, mobility or dexterity impairments, or mental health issues.

Helping someone with their money

Find out how to be appointed to help someone with their finances. You can also find out how to appoint another person to help you with your own finances.

Life events

Get information on what to do when there are changes to your or someone else's health, and find out how we can support you to make a big financial decision.

Your mental health and money

Signs you may be struggling

How can we help?

Money worries

Budgeting

Managing Debt

The rising cost of living

Struggling with technology

Short-term memory or concentration

Impulse spending and lending

Anxiety being in public places

Anxiety talking on the phone