Bank branch accessibility

With reference to Anthony Charles' letter Refurbished Bank Branch (January 30), I would like to reassure both Mr Charles and all HSBC customers that all our refurbished branches are fully accessible to persons with disability.

In fact, HSBC Group standards insist that branches are fully accessible to wheelchair users and that the design of the interiors also takes into account the needs of people with disabilities. Just a couple of examples include the open-plan design which helps with mobility and the installation of hearing aid loops at all teller points. In addition, all of HSBC's ATMs are also fully accessible.

Besides the use of the technology and design concepts, HSBC also conducts regular training courses together with the National Commission Persons with Disability on the needs and requirements of the disabled, in order to ensure that the bank's branch staff can offer the best possible service to customers.

HSBC also provides sign language interpreters for detailed financial discussions, subject to advance notice, and also has allocated interview rooms that are available on request for those who need them.

The bank's efforts to be accessible to all also stretch beyond our branch network to include internet banking services with voice synthesiser, a CD for persons with visual impairment which guides them in using phone banking, and the provision, on request, of statements printed in larger font.