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Coronavirus : Ensure you and our colleagues stay safe, and enjoy the best quality service

Due to the ongoing COVID-19 pandemic, HSBC introduced a range of safety precautions, prevention and organisational measures last year. These are to ensure the safety and security of you and our colleagues, while we offer the excellent service you need.

To help counter the latest health developments, we're altering how we open our branches.

Some branches will open with reduced days and hours, and controlled access to support social distancing. 

Other branches will close, but can still offer some remote guidance. For example, you can stay in touch with your adviser by phone, e-mail and video conference.

While some of our teams can’t meet you, they’re still working remotely to answer your questions or confirm an appointment. These appointments offer the same excellent service and advice you get in branch.

Our business advisers are here to answer your questions on 0 810 246 810 (service €0.09 per call + call price*). Monday to Friday 08:00-20:00; Saturday 09:00-17:30(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 by secure messaging service (online or app), by email, through video conference or by phone. They’ll offer the best solutions to suit your needs.

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

  • for immediate finance needs, a range of solutions will be offered with easier applications(5)

The government has announced several cash flow support measures since the end of March 2020. These include the State-guaranteed loan or Prêt Garanti par l’Etat (PGE).

Companies of all sizes can ask their usual bank for a PGE loan to help support their cash flow. The original deadline of 31 December 2020 has now been extended to 30 June 2021, after the second lockdown at the end of 2020. This is available to independent professions, organizations, storekeepers, craftspeople and micro-entrepreneurs. Some property investment companies or Sociétés Civiles Immobilières (SCI), credit institutions and finance companies are excluded.

The government also said businesses can choose to defer their PGE loan repayments for an extra 12 months(5)(7). This means a company that applied in 2020 can repay their loan in full or in instalments in 2022 without it being seen as a default on their payment.

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 08:00-20:00; Saturday 09:00-17:30(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.

Stay connected to your HSBC services

Remote bank services

To respect the health measures to counter the second wave of COVID-19, please use 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 strengthen safety measures, please use 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 08:00-20:00 andSaturday 09:00-17:30(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:

(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 Continental Europe 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 at december 1st 2020 - SIREN 338 075 062 RCS Nanterre – Postal address : 38, avenue Kléber - 75116 Paris - Registered office : Immeuble Cœur Défense - 110, esplanade du Général de Gaulle - 92 400 Courbevoie - Company governed by the Insurance Code.

HSBC Continental Europe - Public limited company with a capital of 808 501 050 euros at september 20th 2022 - SIREN 775 670 284 RCS Paris - Registered office: 38, avenue Kléber - 75116 Paris - Bank and insurance intermediary registered with ORIAS (Organisation for the Registration of Insurance Intermediaries - under number 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.

(7) Capital only, excluding the additional State guarantee fee.

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