A thank you to customers and colleagues

While the environment around us is changing rapidly during this challenging time, I wanted to pause to reflect on the amazing ability I have witnessed for people to adapt in times of turbulence. Despite social distancing measures, I have been inspired by how, as a society, and as a bank, we have come together.

I am in awe of the work going on across the world and I would like to take the opportunity to thank all of our colleagues for the part they’ve played. In particular, to those on the front line - in branches and contact centres - who are going out of their way to continue to support our customers when they need us the most. We’ve managed to keep our customer contact centres fully operational and around 80% of our branches open - it is truly remarkable to see what our teams have achieved and the resilience they have shown.

So far, we’ve helped 1.25 million customers around the world who are affected by the global pandemic. In the UK, we have granted more than 200,000 applications for retail payment holidays, and approved more than ￡2.3 billion of COVID-19 related financial support for small and medium sized businesses. While in Hong Kong, we have approved more than HK$30 billion in immediate liquidity relief to businesses facing market uncertainty and supply chain pressures. We have also been nimble in adapting how we deliver our service. We have rapidly put in place enhanced digital capabilities, such as Digital Identification and Verification for UK customers and the launch of new digitally-enabled Wealth and Insurance customer journeys in Asia, making it easier for customers to bank with us.

I would also like to thank our customers for adapting with us during this time. HSBC has always been there for our customers, particularly in times of crisis. We will continue to do everything we can to provide you with the services you need, while looking for ways that we can make life a little easier.

For more examples of some of the measures HSBC has put in place to support our customers and the wider society in this challenging time, visit: https://www.hsbc.com/coronavirus/supporting-customers-affected-by-covid-19

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