Living with dementia

We know that even when it becomes difficult to manage your finances, it can be hard to give up all control of your finances and rely completely on someone else. We can help by offering our Independence Service.

This service enables you to maintain a level of financial independence to go about day to day tasks such as food shopping and paying bills, but you and your legal third party can have peace of mind as they will retain control of your financial arrangements with us. 

Standing orders and Direct Debits can be a useful way to make regular payments, helping to make sure that they are on time and made for the correct amount. You can set up Direct Debits with the companies you want to pay by contacting them directly. If you have the account details for who you want to pay, you can set up Standing Orders through Telephone or Online Banking if you’re registered or alternatively, by a paper mandate.

Your statements are a good way to keep track of your money and spending. You can access these online or have them posted to your address. You can nominate a family member or close friend to be sent an additional copy of your statements, or receive them on your behalf. If you’d like to make any changes to how you receive your statements please let us know.

You can reduce the amount you can withdraw each day from a cash machine by setting a limit. This may help you to manage your money and budget your spending. We can do this for you in branch or over the telephone. All you need to do is decide what amount would suit you and ask one of our team to make the change.

We’ve made it easier for you to contact us over the telephone by using voice recognition ID. Voice ID makes telephone banking easier and safer. Your voice acts as your password by repeating a small phrase – don’t worry about remembering it – we’ll tell you what to say each time. Just call us on 03457 404404 and we will help you get set up.

You can view your debit and credit card PIN on our mobile app, instructions on how to do this can be found on our PIN services page.

You can change your PIN on your HSBC debit/credit card at any of our cash machines. Just insert your card, select ‘PIN Services’ and follow the on-screen instructions. Alternatively, you can also request a Chip and Signature card.

Chip and signature cards can be useful if you have difficulty remembering your PIN. You simply provide your signature to make your payment instead of entering a PIN. Please note that Chip and signature cards will not work in cash machines. If you’d like to find out more about Chip and Signature cards, please speak to us.

HSBC contactless debit cards work at card machines throughout the UK, allowing you to pay for anything under £100 with a simple tap. The payments are safe and secure, and there is   usually no need to enter your PIN. For extra security you will occasionally be asked to enter your PIN or sign for a transaction. If you’d like to find out more about contactless cards, please speak to us.

If you feel it’s too much to manage your account, you can empower someone to act on your behalf with your banking. Once you obtain a Power of Attorney, we can apply this to your account or we can arrange to set up a Third Party mandate for you. See more detail on the options for getting someone to manage your account.

Even though HSBC has market-leading fraud detection systems, we want you to be aware of the ways you can help protect yourself from fraud.

Please be aware of people asking you for your personal or financial information. Even if they are claiming to be from the bank, police or another trusted organisation. Take the time to step back and reflect. Remember, HSBC will never ask you for your PIN or full banking password.

Never disclose security details, such as your PIN or full banking password.

Don’t assume an email, phone call or text is authentic – if in doubt contact the organisation on a known number, ideally using another phone. Be especially cautious if you’ve been told not to tell family and friends.

Don’t be rushed into making a decision.

Listen to your instincts

Stay in control.

If you think you may have been a victim of fraud, please call the number on the back of your card or visit your local branch.

If you would like any more information on fraud you can contact Action Fraud on 0300 123 2040