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October 2021HSBC Introduces “Quiet Hour” in Branches for Customers with Hidden Disabilities
Customers with invisible disabilities such as autism, ADHD, and dementia can visit HSBC branches between 2 pm and 3 pm on weekdays to receive additional support in a distraction-free and calm environment, the bank announced.
The bank is introducing a daily “quiet hour” at all 511 of its UK branches. During this time, the in-branch radio will be switched off and a quiet space designated for customers who need it. Staff will also be specially trained to support customers with hidden disabilities.
The rollout follows a successful 12-week trial of a quiet hour in the Kingswood and Filton branches in Bristol in 2019. HSBC claims to be the first bank to offer such a service.
Maxine Pritchard, head of financial inclusion and vulnerability at HSBC UK, said: “We want to make sure our branches are as inclusive and accessible as possible for our customers. For someone with a hidden condition such as autism, a busy bank branch can be an intimidating and over-stimulating environment.”
HSBC’s quiet hour is supported by the Alzheimer’s Society, which works to ensure people with dementia are included and understood in society and can live independently for as long as possible.
Morven Lean, senior strategic change manager at Alzheimer’s Society, said: “There are currently 850,000 people with dementia in the UK, so it’s vital that businesses are dementia friendly and provide a well-informed service and support for customers with the condition.
“Introducing an hour of peace and quiet will be appreciated by everyone, but for people with dementia, it’s a brilliant way for them to get the help they need without any overwhelming or triggering distractions.”
Lean said the Alzheimer’s Society hopes every business in the UK follows HSBC’s model and creates an "an inclusive and relaxed experience for customers with hidden disabilities,” especially in the busy run-up to Christmas, when shops are packed and frequently cacophonous.
HSBC this year shuttered 82 of its branches in response to the customer shift to digital banking. Along with other banks, it's been accused of abandoning communities that rely on in-branch services and struggle with digital alternatives, including older people and others without internet access and mobile phones.
Last September, the Financial Conduct Authority (FCA) issued new guidance outlining steps banks must take before shuttering a branch, including analysing the impact on customers, particularly vulnerable customers, and ensuring alternative arrangements are in place. However, the guidance hasn't stemmed the tide of closures, with HSBC, TSB, Barclays, LLoyds, and Virgin Money all closing branches in 2021 and 2022.