The Money and Mental Health Policy Institute said its assessment took into account the design of HSBC UK’s products and services as well as the accessibility of digital platforms.
The advanced rating is the second of three levels that firms can achieve through the programme.
The accreditation reflects steps HSBC has taken in recent years, the charity said, including trying out different approaches to debt collection such as reducing the frequency of communications to some customers about debts. Money and Mental Health’s research suggests this could result in reduced stress for customers.
HSBC UK’s “chat with us” function in its app can also identify certain vulnerable situations through the words a customer uses.
This may…