14 March 2022

HSBC UK add new video call feature to its online advice Investment service

HSBC UK has become the first bank in the UK to launch a video call support feature as part of its online advice service, My Investment.

The new feature, Remote Assisted Digital, will allow customers to complete a booking request through the My Investment public website page and organise a zoom appointment to complete their journey through My Investment.

The call will be with a Wealth Engagement Officer, who are specially trained in discussing Wealth and Insurance products, and who will support the customer through the journey online.

The launch of Remote Assisted Digital follows the introduction of a Live Chat functionality last year, which allowed customers to have on-screen conversations at any step of the investment process with HSBC Wealth Engagement Officers.

This latest enhancement is in response to customer insight from the bank, which identified that over a third of people who used My Investment wanted to talk to someone after receiving advice through the platform, before they made the step of opening an account.

Many customers who utilised the Live Chat functionality wanted to have a telephone appointment with the Wealth Engagement Officers in order to talk through their options.

The service will be especially useful to the 65% of My Investment users who are first time investors.

James Hewitson, Head of Wealth Management at HSBC UK said: “We know that the majority of our customers are novice investors. Taking the first leap into investing can feel like a big decision and we want to help our customers by providing this extra level of support.

“A conversation with an expert adds that human touch and can provide reassurance that investors are making the right decision. We are on hand to help our customers navigate their investment journey.”

Video call appointments are available to be booked between 9am and 8pm from Monday to Friday, and between 9am and 5pm on Saturday and Sunday.

Launched in December 2018, My Investment is an online advice service that gives tailor-made recommendations based on an individual’s unique financial circumstances and needs. All advice given is FCA regulated. Customers can invest from as little as £50 a month, a lump sum of £1,000 or both.1 On average, customers invest £198 a month and an average lump sum of £8,324.

My Investment complements HSBC’s Financial Advice service, giving customers the ability to invest the way they want, when they want and get the best possible advice for their personal needs.

Media enquiries to:

Leila Taleb, HSBC UK Press Office: Leila.taleb@hsbc.com

For the latest news and updates, visit the HSBC UK newsroom:

Note to editors:

Figures correct as of 9 February 2022 and cover the period from launch (5 December 2018) to 31 January 2022.

The value of investments and any income they generate can go down as well as up, so there’s a risk you may get back less than you invest.

How does My Investment work?

  • My Investment requires users to have a HSBC UK current account and be registered for online banking.
  • Customers will be asked a series of questions about their financial circumstances, investment experience and their risk appetite.
  • Smart data and algorithms will help deliver bespoke advice tailored to an individual’s unique financial circumstances.
  • Individuals that are deemed suitable for investing will be matched to one of five risk profiles – Very Low, Low, Moderate, High and Very High.
  • Based on the risk level, My Investment will then recommend one of five HSBC Global Strategy funds - cautious, conservative, balanced, dynamic, and adventurous.
  • These funds invest in a wide range of asset types, such as shares, bonds and property in markets around the world. This diversified approach helps to spread and minimise risk and aims to give a steady and stable return.
  • A personalised investment report will be created for the user.


HSBC UK serves around 14.5 million customers in the UK and employs approximately 32,000 people. HSBC UK offers a complete range of personal, premier and private banking services including bank accounts and mortgages. It also provides commercial banking for small to medium businesses and large corporates. HSBC UK is a wholly owned subsidiary of HSBC Holdings plc.

HSBC Holdings plc

HSBC Holdings plc, the parent company of HSBC, is headquartered in London. HSBC serves customers worldwide from offices in 64 countries and territories in its geographical regions: Europe, Asia, North America, Latin America, and Middle East and North Africa. With assets of US$2,984bn at 31 December 2020, HSBC is one of the world’s largest banking and financial services organisations.