23 November 2020

Remote control of wealth management helps sustainability drive saving a return trip to the South Pole

HSBC UK’s use of remote wealth and investment advice during the Covid-19 pandemic has saved almost 900,000 sheets of paper, or the equivalent of 8 tons of carbon emissions.

With two separate phases of lockdown, alongside Government advice to work from home where possible, HSBC has temporarily replaced it’s face-to-face wealth management service with video calls and telephone conversations, while access to branch is restricted, making it more convenient and providing more ‘out of hours’ appointments.

HSBC UK’s timely introduction of video calls for remote wealth advice and servicing took place on the 20th March, just days before the Prime Minister announced the first lockdown when the UK public was told that they will only be allowed to leave their homes for very limited reasons, including food shopping, exercise once per day, medical need and travelling for work when absolutely necessary.

Since the introduction of remote wealth advice, HSBC UK has:

  • Trained 640 wealth advisers and relationship managers on remote interviews, including the regulatory recording of interviews;
  • Carried out almost 11,000 appointments by Zoom;
  • Saved almost 900,000 sheets of paper, which equates to 8 tons of carbon emissions or a return trip to the South Pole in an average petrol car (over 20,000 miles);
  • Spent a total of almost 1.2 million minutes (119 weeks or 27 months working 24 hrs a day) remotely giving wealth advice and servicing customers, including 500k minutes on Zoom and almost 700k minutes of screen-sharing; and
  • Almost 2,500 client documents uploaded, including Power of Attorney, solicitors’ letters, probate information, pension forecasts or statements.

James Hewitson, HSBC UK’s Head of Wealth, said: “The world has changed right before our eyes, and all of us, both individuals and businesses, have needed to adapt, and adapt quickly.”

“Our use of video calls in providing wealth management to our customers has been a game-changer for us, especially as our branches have had restricted access and opening hours. It has meant we have been able to continue giving our customers advice on their wealth and investments, including reviewing investment portfolios, at the most volatile time for markets in living memory.

“Our army of advisers have pretty much exclusively been working from home, using technology that they weren’t familiar with before. They have shown an amazing resilience and an ability to be agile in the face of extreme adversity. I am incredibly proud of them and what they have achieved.”

Media enquiries to:

Email: UKPressOffice@hsbc.co.uk

Note to editors:

HSBC UK has also utilised Zoom for mortgage appointments since introducing it during lockdown, with 14,700 people helped to either remortgage or move onto or up the housing ladder with approximately 44,000 documents uploaded.


HSBC UK serves around 14.5 million customers across the UK, supported by 32,000 colleagues. HSBC UK offers a complete range of retail banking and wealth management to personal and private banking customers, as well as commercial banking for small to medium businesses and large corporates.

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 $2,956bn at 30 September 2020, HSBC is one of the world’s largest banking and financial services organisations.