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HSBC Rotherham Town Centre

HSBC, one of the largest banking and financial services institutions in the world, serves millions of customers through its four Global Businesses.

7 June 2016
Yorkshire and Humber
Businesses and shops
Local Alliances:
Rotherham Dementia Action Alliance, Yorkshire & Humber Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

In 2016 HSBC has launched a new 3 year strategic partnership with Alzheimer’s Society.

This is focused on raising awareness of Dementia and making a positive difference to the lives of people affected by Dementia, we supported Dementia Awareness week and held various fund raising initiatives, with further events planned for later in the year.

 Work is being undertaken to explore how the bank can become a more dementia friendly business – introduction of voice biometrics for customer recognition, and changes to internal design branches are already being looked at.

We already have intranet pages dedicated to Dementia Awareness

Staff are receiving ongoing training with regard to looking out for potentially vulnerable customers and locally we have undertaken Dementia Friends Training ahead of the national roll out. We have Dementia Champions within the branch and we regularly update the team and discuss as part of our team meetings. Staff will wear badges to show they are trained as Dementia Friends.        


2. What are the challenges to delivering these outcomes from the perspective of your organisation?

The Bank is working directly with the Alzheimer’s Society to make the organisation as a whole more Dementia Friendly

We will need to ensure that new staff to the branch also receive the training and aware of what we are trying to achieve.

We need to continue to spot potentially vulnerable customers and changes to existing customer behaviour that could be a cause for concern and then have better knowledge and better expertise at what we can do to support the individual and their carers – guidelines for what we can and can’t do and where they can go for support eg. Powers of Attorney etc.


Member website


2. Actions

  • Dementia Friends and Dementia Freinds Champions

    We will ,as a staff team become dementia friends session run in branch to provide dementia knowledge to our team                                                                                                                             We will develop role of Dementia Champion within branch to cascade ongoing training and awareness – ensure that new staff to the branch also receive appropriate training.

    Being implemented
  • Dementia Friendly Financial Charter

    Become aware of the Dementia Friendly Financial Charter – gain knowledge and share with team.

    This will include policies regarding signature v pins – awareness that can still use signatures – promote voice biometrics later in the year when introduced

    Being implemented
  • Staff Guidance tool

    Develop/use a staff guidance tool to help vulnerable customers include:-

    What to look out for

    Guidance on how to handle difficult situations and conversations

    Risks around 3rd Party mandates

  • Signposting

    Where additional support can be found and where to sign post for additional help

    Have information in branch and distribute if and when appropriate

  • Fundraising

    Continue raising awareness with in branch events and fund raising

    Being implemented