22 March 2020

Update on COVID-19 and how we’re here to help

We are monitoring the coronavirus situation very closely and liaising with government and public health officials. Our priority is the well being of our customers and employees.

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To contribute to community efforts in limiting the spread of COVID-19, we’ve temporarily reduced our branch operating opening hours at most of our branches. Please visit our branch locator for updated hours in your area.

We’re doing our part to safeguard everyone’s health and wellness. For now, we’ve made the decision to keep our branches open to serve you, but with reduced hours to help minimize social interaction. More vigilance means less chance of exposure, and that’s better for everyone. We will continue to support our branch employees throughout these changes. All of our employees are important to us, and we are committed to helping them through this challenging time.

Safe in-branch banking

Following guidelines from the Public Health Agency of Canada, please do your part to keep everyone safe by staying home if:

  • You’ve travelled outside Canada within the last 14 days and haven’t self-isolated;
  • You feel unwell, or may have come into contact with someone who is unwell;
  • You’ve been in close contact with anyone who is suspected of having or has been diagnosed with COVID-19.

Instead, visit us online, use our mobile app, or give us a call.

We’re taking extra steps to keep everyone safe, including:

  • Enhanced cleaning services to all our branches and deep-cleaning services where necessary, with increased attention to high-touch areas;
  • Increased employee awareness on the need for good personal hygiene;
  • Additional supplies throughout our work sites;
  • Self-isolation requirements for employees who have been in affected locations, or exposed to affected individuals;
  • Home-working and alternate site arrangements, and restricted travel.

Safe remote banking

We’re here to protect and support you and your business – this is our message and commitment to you. Your Relationship Manager is available to you through all communication channels.

As always, HSBCnet Mobile and HSBCnet Online are safe, easy and available 24/7.

Use your logon credentials for both portals.

You can:

  • View your balances and transaction history
  • Make bill payments
  • Make wire payments
  • Make inter-account transfers
  • Track the status of your payments with the Track Payments feature

We will continue to provide with updates on our website

Find a branch near you

Branch Locator

Q: How is HSBC protecting customers and employees from COVID-19?

  • We are monitoring the COVID-19 situation very closely and liaising with government and public health officials. 
  • Our teams are meeting frequently to assess risks to our operations, and are in constant contact with our global teams. 
  • At this time, all of our office and branch locations continue to operate. For everyone’s health and wellbeing, we’ve temporarily reduced our branch hours to limit social interaction. 
  • We are asking employees to follow health and hygiene precautions and have implemented more frequent cleaning and disinfecting of our branches, including frequently touched objects and surfaces. 
  • We’ve restricted travel and implemented self-isolation requirements for employees who have travelled outside of Canada, or exposed to potentially-infected individuals.

Q: How will the current situation impact HSBC in terms of operations?

  • We are monitoring the situation closely and potential impacts are escalated through the Incident Management command and control structure which is used to initiate local and global responses and to drive any beneficial changes to our existing plans and capabilities.
  • We have contingency plans including split-site operation, work transfer and homeworking capabilities, and business continuity procedures will be activated as needed.
  • A large number of our processes are performed across our network of sites around the globe, so any potential impact on our day-to-day operation can be minimized in the event of disruptions at a particular location.

Q: If you temporarily close any branches due to COVID-19, how will I know?

  • In the event of a disruption, we will post a notice at the branch entrance. You can also check back here or check our branch locator.

Q: Having been impacted by the coronavirus, I am currently self-quarantined and can’t get to a branch, can you help me?

You can access your accounts and perform routine banking transactions at home using HSBCnet or the HSBCnet Mobile Banking App, or to use an ATM near you where you can also access cash. You can also call us at 1-866-808-4722

Q: I’m a business customer and I’m facing challenges. What options are available to me?

We are ready to assist customers requiring additional assistance. Please speak to your Relationship Manager, since help is offered on a case-by-case basis.

Q: I’m experiencing financial difficulties because I’ve been impacted by COVID-19, what can I do?

At HSBC our key priority is the wellbeing of our customers during this uncertain time. We fully support and are in line with the Federal government’s recently announced economic response plan. We will work with all of our customers that are experiencing financial impacts due to COVID-19.

Customers can contact their relationship managers to discuss their circumstances.

Q: How is the risk of supplier failures due to the COVID-19 outbreak being managed?

We are working closely with our suppliers and making back-up arrangements if necessary.

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