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Coronavirus : Ensure your safety and that of our colleagues while providing you with the best quality of service

Due to the current COVID-19 coronavirus outbreak, HSBC has introduced a range of safety precautions, as well as prevention and organisational measures. These are to ensure the safety and security of our customers and colleagues, while we continue to offer you excellent service.

As a result, wearing a face mask is now compulsory in all of our branches which remain accessible on adjusted opening days and hours. Access to the branch is also monitored by a customer flow system in order to respect social distancing measures.

Every week, after analysing many different criteria, we’re able to continue gradually opening our branches. Even though it’s not possible for all of our teams to meet with you, they’re continuing to work remotely, and can answer your questions or confirm an appointment. While these appointments are held remotely, they will offer you the same excellent level of attentiveness and advice you normally receive in your branches.

Our business advisers are here to answer your questions on 0 810 246 810 (service €0.09 per call + call price*). Monday to Friday from 8am to 6.30pm, and Saturday from 9am to 5.30pm (4).

Provide you with the right solutions during this unparalleled time

It’s at the core of our job as a bank to be at our client's side when things get difficult. So, our commitment to our customers is to review the impact of the COVID-19 outbreak and to provide them with the best solutions.

For small business customers

Now, more than ever, you can always reach your usual adviser to discuss any issues you might face.

You can contact them using our secure messaging service (online or via our app), by email or by phone. They’ll then offer you the best solutions tailored to your situation.

Several targeted measures have been introduced to help us respond to your specific finance needs:

  • for current business loans, customers suffering due to the crisis can ask for an extension of up to 6 months. If the bank agrees to a deferment, the loan term will be extended at the same rate. This won’t incur any penalties or extra costs.
  • for immediate finance needs, a range of solutions will be offered with easier applications(5)

The government’s guaranteed loan scheme, 'Prêt garanti par l'Etat' (PGE), is one of the support measures announced for businesses.

Until 31 December 2020, most companies, regardless of size and legal status can apply at their usual bank for a PGE to support their finances. These include professionals, firms, business owners, craftsmen, micro-entrepreneurs. Businesses not eligible to apply include some Sociétés Civiles Immobilières (SCI) with a registered office in France, credit institutions and loan companies.

Your HSBC adviser will walk you through the terms and conditions and the key steps to follow(5). They can also guide you through creating your loan request file for the Public Investment Bank, or Banque Publique d'investissement (BPI).

For more information about business support during the coronavirus, visit Foire aux Questions du Ministère de l’Economie.

  • small business customers’ finance requests resulting from the crisis will be looked into as quickly as possible

Our business advisers are here to answer your questions on 0 811 70 70 70 Monday to Friday from 8am to 6.30pm and Saturday from 9am to 5.30pm(4). You can also call +33 811 70 70 70 (service €0.09 per call + call price**) from abroad.

For personal banking customers

We’ve also introduced several measures to support our private customers dealing with a temporarily reduced income, whether or not it’s directly connected to the COVID-19 health crisis.

Regardless of your immediate need, either for a mortgage, an existing personal loan or a new loan application, get in touch with your usual adviser who will help you find the best solution for your situation.

Working towards the end of lockdown restrictions

Remote bank services

As we gradually get back to normal, remember to make the most of our secure remote banking services. As an HSBC customer, you can:

  • enjoy free, secure access** to your everyday banking 24/7 with online banking or our mobile app
  • use our e-signature service to authorise any investments you’re considering, without going out

Never activated your remote banking codes, or need to reactivate them? Check our HSBC Secure Key FAQs.

Contactless payments

To help protect yourself and others from coronavirus, and enable more businesses to reopen after lockdown, choose contactless payments.

  • to use Apple Pay, you need a Visa credit card(1) and an iPhone, iPad or Apple Watch(2). You can make as many contactless payments as you want, within your debit card limit
  • you can add new payees when you make a transfer to a new bank account in online banking

COVID-19 effect on receiving your mail

We’ll continue to do our best to keep serving you in spite of this difficult situation. Considering the new governmental directions and all the required movement restrictions, the vast majority of our colleagues work from home. As a result, we can’t answer some requests by mail anymore and still respect a reasonable delay:

  • for any directive regarding your securities portfolios (stock exchange order, OPC, etc.), we recommend that you use online banking or contact the team Portfolio of the Customer Relationship Service at 0810 17 17 17* - Option 3 / Stock Exchange - (service € 0.09/call + call cost**)

For any automatic investment plan, only contact the team Portfolio of the Customer Relationship Center.

  • for any directive regarding your life insurance (i.e. assurance vie investments) you can manage your online contract from your My Online Banking secured space, on the Life Insurance section (additional transfers, mediation and set up, change or interruption of planned payments)(3), or call your advisor or branch

Coronavirus and fraud risk

Coronavirus is a great opportunity for cybercriminals. The crisis has seen a significant increase in fraud attempts involving online ads and phishing emails.

These often appear to be from banks, public services, private and public corporations or associations.

Threats to look out for include fraudulent emails selling gloves, medical masks, hand sanitisers and miraculous drugs. There has also been an increase in fake charity appeals. A new trend is the rise of home cleaning and decontamination services whose only intention is burgling your home.

Beware of unsolicited email offers and never let strangers into your home. Even if they claim to be doing house decontaminations for a government institution or local authority.  

Don’t click on links or attachments in a suspicious email and never reply to messages or unsolicited calls asking for personal information or bank details.

For more security advice, visit our Fraud Alert page.

Speak to an adviser

We’re here to help Monday to Friday 8:00am to 6:30pm and Saturday 9:00am to 5:30pm(4).

*Dial +33810246810 within France (service €0.09 per call + call price) and for service outside France (cost varies by operator).

*Dial +33 810 246 810 from abroad

**You only have to pay the communication and subscription fees of your operator.

(1) Apple Pay is available with Visa Electron, Visa Classic, Visa Premier and Visa Infinite credit cards

(2) Apple Pay is available on IPhone SE, 6, 6 plus, 6s, 6s plus or on more recent models. It is also available on first generation Apple Watch, 1,2 or 3 series, paired with an iPhone 5 or more recent models, compatibles with the Apple Pay « close proximity » feature and on the iPad Pro, iPad Air 2, iPad mini 4, iPad mini or more recent models as well as on Mac. You must have a device running with iOS 9 or a more recent version. Find out the list of devices compatibles with Apple Pay by checking: support.apple.com/km207105.

(3) Relevant HSBC Life Insurance contracts (France): Abondance, Abondance 2, HSBC Essentiel, HSBC Essentiel 2, HSBC Evolution Patrimoine Vie, HSBC Evolution Patrimoine Vie 2, HSBC Evolution Patrimoine Capitalisation, HSBC Evolution Patrimoine Capitalisation 2, Elysées Opportunités, HSBC Stratégie Patrimoine Vie, HSBC Stratégie Patrimoine Vie 2, HSBC Stratégie Patrimoine Capitalisation, HSBC Stratégie Patrimoine Capitalisation 2, Erisa Sélection, Erisa Sélection2, Multi Epargne Vie and Muti Epargne Vie2 (contracts signed through HSBC France and its subsidiaries).

Plan Elysées Retraite Patrimoine (PERP subscribed by the association Vernet Retraite, non-profit association n°04/1397 regulated by act of 1 July 1901 and act n° 2003-775 of 21/08/2003).

Within the limits of the measures planed for contracts. Before you proceed with your transaction, and if you don’t usually invest on the selected fund(s), don’t hesitate to contact your customer adviser and ask for information regarding this/these fund(s).

HSBC Assurances Vie (France): Public limited company with a capital of 115 000 000 euros - SIREN 338 075 062 RCS Paris - Siège social: 15, rue Vernet – 75008 Paris - Company regulated by insurance laws – Mailing address: 75419 Paris Cedex 08

HSBC France: Public limited company with a capital of 491 155 980 euros (au 27/09/2019) - SIREN 775 670 284 RCS PARIS - Siège Social: 103, Avenue des Champs Elysées - 75008 Paris – Bank and insurance intermediary registered with ORIAS (Organisme pour le Registre des Intermédiaires en Assurance – www.orias.fr) with the n° 07 005 894

(4) Unless otherwise specified, bank holidays falling during weekday (from Monday to Saturday) are worked, except for January 1, May 1, August 15 and December 25.

(5) Subject to review and approval by the bank.

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