Privacy

Privacy Code

 

Your information matters. To you - and to HSBC.

Privacy notices contain really important details that are often too long to read. This is why we've highlighted key points that are essential for you to understand.

Your privacy: Four things you need to know

 

1. We ask for information to confirm who you are.

We collect details such as your name and address so that we can confirm who you are. It also helps us comply with the law.

 

2. We use your information to help us understand what you do and don't like.

We use data to manage our relationship with you - including offering you our products, personalizing your experience, and improving the products and services we offer you.

 

3. We keep track of our interactions with you.

By keeping track of our conversations with you by phone, in person, by email (or any kind of communication), we are able to carry out your instructions and serve you better.

 

4. You have choices when it comes to your information with us.

For example, you have the right to:

  • View the information we hold about you
  • Opt out of receiving advertising or marketing offers
  • Update or correct your information
  • Limit some - but not all - sharing of your information

Read our Privacy Notice for full details. If you have any questions, feel free to contact us.

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Respecting Your Information

How we protect your privacy

KEY POINTS

We're committed to:

  • Keeping your personal information secure
  • Using it appropriately
  • NEVER selling it to third parties for marketing purposes
  • Respecting your privacy wishes

Privacy Notice badgeIt is our privilege to earn your business and our responsibility to treat your personal information carefully.

We believe an important part of building a strong relationship with you is by respecting your privacy and the information we collect about you. You may have questions about how we do this. That's why we created this Privacy Notice. Our goal is to be upfront and clear about:

  • How we collect and use your information
  • Who we might share it with
  • What steps we take to make sure it stays private and safe

This notice applies to any account, product or service you have with us - from the time you start dealing with us and throughout our relationship. We have strived to make this document easy to read, understand and use. The bottom line is, when it comes to your information we are committed to transparency - not surprises.

First things first: Getting your permission

We don't ask for your personal information unless we need it to provide or improve our products and services for you.

As part of doing business with us, we collect some details about you. Before we do, first we ask for your permission. We want to be sure we have your consent to collect, use and, where necessary, share your information with our partners and suppliers that help us serve you. Whenever we introduce new services and technologies, we'll ensure you understand and agree to any new ways in which your information is handled.

There are a limited number of situations - for example, if we receive a subpoena or other legal request - where we may disclose certain personal information without your consent. These exceptions are discussed further in this notice.

Where we get your information

What information we collect and why

KEY POINTS

We collect personal information to:

  • Know and serve you
  • Comply with laws
  • Meet government information requests
  • Protect you and our business from financial crime

We collect information about you to help us serve you as our customer, to understand and meet your financial needs, and to improve our products and services. In addition, we collect certain details required by governments and regulators in Canada, including information that helps protect HSBC, the financial system and our customers from financial crime.

There is basic information we gather from every customer. Then depending on your relationship with us, we may collect other details. For example:

  • To set up your banking account, we need personal details to know who you are
  • If you want a credit card or loan from us, we need to get a credit report so we understand your experience with managing debt
  • If you're an investor, we want to know your investment objectives and knowledge

Will other people be connected to your products or services?

When our customers have financial connections or important relationships with other people, we need to know about these connections and people to help us understand how, for whom and by whom our products and services are being used and funded. Some common examples are a guarantor, trustee, executor or joint owner of an account or credit card. We are required to collect information from these people too.

The information we collect and use falls into four broad categories.

Select from the menu below to learn more.

Identification and contact details

Types of information we collect How we use it

Your name, home address, phone numbers, email

  • To identify and verify you
  • To communicate with you
  • To protect you and HSBC

Date of birth

  • To verify you when you contact us
  • To assess products and services that may be of interest

Citizenship and country of birth

  • To meet laws in other countries where you bank with us

Social insurance number (SIN)

  • For tax reporting purposes - for example, the Government of Canada requires all financial institutions to collect the SIN for financial products that earn interest or investment income, such as GICs, mutual funds and Registered Education Savings Plans
  • As another way to identify and verify you

Tax residency and tax identification number (if applicable)

  • To comply with Canadian law such as the Common Reporting Standards (CRS) and Foreign Account Tax Compliance Act (FATCA)

Occupation, employer name and address

  • To comply with government regulations such as anti-money laundering laws

Your communication preferences, including:

  • Ways you prefer to receive HSBC communications
  • Your language of choice
  • To honour your privacy choices
  • To help us tailor our interactions with you - including serving you in your preferred language and through your preferred channel (branch, online, phone)
  • To inform you of news about our products and services, as well as special promotions, offers or events
  • To contact you for customer surveys and research

Financial data

Types of information we collect How we use it

Account and transaction data:

  • Your account, branch and location information
  • Products and services you hold with us
  • Your deposit and balance details
  • Your account activities - payment transactions, market trades, overdue fees
  • Information about people connected with your accounts (e.g., power of attorney, secondary cardholder)
  • To set up your account and process withdrawals/deposits
  • To support and improve your financial products and services
  • To track your credit card and debit card purchases for you
  • To understand how you use your accounts and the nature of transactions you conduct through the bank, as required by regulators

Account and transaction data:

  • Income
  • Ownership of property, automobiles
  • To assess your eligibility for certain products
  • To help us ensure we provide financial advice, products and investment options that are appropriate for you

Citizenship and country of birth

  • To meet laws in other countries where you bank with us

Social insurance number (SIN)

  • For tax reporting purposes - for example, the Government of Canada requires all financial institutions to collect the SIN for financial products that earn interest or investment income, such as GICs, mutual funds and Registered Education Savings Plans
  • As another way to identify and verify you

Tax residency and tax identification number (if applicable)

  • To comply with Canadian law such as the Common Reporting Standards (CRS) and Foreign Account Tax Compliance Act (FATCA)

Occupation, employer name and address

  • To comply with government regulations such as anti-money laundering laws

Your communication preferences, including:

  • Ways you prefer to receive HSBC communications
  • Your language of choice To honour your privacy choices
  • To help us tailor our interactions with you - including serving you in your preferred language and through your preferred channel (branch, online, phone)
  • To inform you of news about our products and services, as well as special promotions, offers or events
  • To contact you for customer surveys and research

Managing our risks and interests

Types of information we collect How we use it

Credit information:

  • Your credit report and score
  • Your payment history
  • Any credit delinquency and financial challenges
  • To understand your experience with managing credit, so we can decide if you are initially eligible to receive credit from us and continue to be on an ongoing basis
  • We obtain credit reports from the two major credit reporting agencies (“credit bureaus”) in Canada: Equifax and TransUnion. They maintain credit information about Canadians, such as types of loans/credit you have, the balances you owe and your bill payment habits.

Information to monitor financial crime:

  • Transaction activity in your accounts
  • Location info (e.g., GPS data)

There are certain things the law says we have to do to help detect, prevent and investigate financial crime - such as money laundering, terrorist financing, bribery, corruption and tax evasion. We may be required to use your information to do this, even if you have asked us to stop using your information. That could include (among other things):

  • Screening, intercepting and investigating any payments, instructions or communications you send or receive (including drawdown requests and application forms)
  • Investigating who you're paying or who's paying you
  • Passing information to fraud prevention agencies, if we think you've given us false or inaccurate information, or we suspect fraud
  • Combining the information we have about you with information from other HSBC companies
  • Checking whether the people or organizations you're paying or receiving payments from are who they say they are, and aren't subject to any sanctions

Video surveillance

  • Video images at branches/ATMs through security camera systems
  • To view and record images at our banking facilities
  • To prevent robberies and investigate crimes

Product/service data:

  • Statistics on how our products and services are being used
  • To measure how our products/services are performing
  • To identify opportunities for new products/services or improvements to existing ones

Your interactions with us

Types of information we collect How we use it

Through branch, phone and email:

  • History of branch visits and face-to-face meetings
  • Call history, telephone recordings and transcripts
  • Email address and details included in the email
  • Any complaints you make
  • For quality assurance and staff training purposes
  • To retain a record of your interactions with HSBC
  • To understand any concerns you may have so that we can resolve and improve your experience

Through digital interactions:
(such as our websites, apps, chat services, SMS and social media sites)

  • Cookie data*
  • Location info (e.g., GPS data)
  • Click stream data, browser history
  • Information about your online activities on HSBC and other websites (online tracking)
  • Any complaints you make
  • To personalize your experience and track how you use our sites and apps
  • To recommend products and display ads on our websites that match your interests (internet-based advertising)
  • To notify you of any relevant issues
  • To understand any concerns you may have so that we can resolve and improve your experience

* A cookie is a small file that is passed from our website to the device you use to access our services. The cookie is used to save information about the interaction between you and our website or online banking platform, such as login credentials, preferences and any work in progress. To learn more, read our frequently asked questions about cookies.

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Who we might share it with

To create the best customer experience for you, we share some information across HSBC and with our suppliers. We never sell customer data for marketing purposes.

Within HSBC

As a global organization, we may share your information among different HSBC departments, subsidiaries and companies. This helps us:

  • Review and offer products that may be of interest to you
  • Manage our credit and business risks
  • Process and store our data in other countries we operate, for cost efficiencies
  • Comply with legal or regulatory requirements

Our partners and suppliers

Certain activities we engage in involve sharing some of your personal information with companies that work on our behalf. These include:

  • Cheque printers
  • Cloud computing companies (for storage)
  • Web hosting companies
  • App developers
  • Research firms that conduct customer surveys
  • Computer data-processing companies

All service providers with access to your information must follow HSBC's strict confidentiality standards as part of their contractual obligations. And they must have the same level of protection as we do on that information. We don't give them customer information unless we have a valid business purpose for doing so, and we have your consent or have previously informed you.

Government and law enforcement agencies

Sometimes it may be necessary for HSBC to disclose customer information to meet our compliance, regulatory and financial crime risk management obligations. In such cases, we may not need your consent and will only disclose it under proper authority. For example:

  • If we receive a subpoena, search warrant, court or government order, we release the information and limit it only to what's legally required.
  • When required, we release some customer information to government authorities and investigative bodies for law enforcement purposes - for example, to combat financial crime and to investigate violations of the law.

Other third parties

We may exchange information about your credit history with other lenders or credit reporting agencies in Canada. Credit information sharing is something that all financial institutions do because it helps evaluate your eligibility to receive credit.

The law also allows us to disclose personal information without your consent when collecting a debt owed to us. In this situation we will work directly with a collection agency and give them the information they need to resolve the amounts due.

In the event of a merger, sale or reorganization, we may transfer some or all customer information to the relevant third party.

How we protect your information

You've entrusted us with your information. It's our job to keep it private - and safe.

Our security measures

We are accountable for protecting your privacy. It's a responsibility we take very seriously, so we strive to treat all of your information with great care. We have powerful safeguards in place to keep your information safe and confidential. These include:

Physical security

  • Secure access areas that require passcards
  • Branch and head office security guards
  • Dual-key security deposit boxes
  • Video surveillance

Electronic security

  • Strong authentication (e.g., PINs)
  • Data encryption techniques
  • Network security (e.g., firewalls)
  • Digital monitoring systems

Procedural measures

  • Mandatory employee training on the importance of privacy and protecting customer data
  • Strict policies to prevent unauthorized access to customer information by anyone, including HSBC staff
  • Employee Code of Conduct that defines our expectations for employee behaviour around protecting customer privacy

How long we'll keep it

We only keep your information for as long as we need it to serve you and to meet legal requirements. When we no longer need the information, it is either destroyed or made anonymous.

About this Privacy Notice

Effective date: September 1, 2017

This Privacy Notice highlights how we collect, use and share information. More information is available in our general Terms and Conditions and Customer Information Consent documents, which are provided to you when you purchase products and services from HSBC Bank Canada and during your ongoing relationship with us.

Updates to this notice

We may modify this notice from time to time, and will post the most current version online. If we revise it, updates will take effect 30 days later.

Who this notice applies to?

In this notice, HSBC means HSBC Bank Canada and all HSBC Canadian companies you may deal with now or later1. Our privacy commitments on this website apply to:

  • HSBC customers and possible customers (prospects)
  • Individuals connected to HSBC's commercial business
  • Individuals connected to our customers

Wherever we've said ‘you' or ‘your', that includes your organization and your people - including the other people on your account, anyone who handles your financial affairs or deals with us for you, and other people in your organization (including partners, directors, officers, members, shareholders and trustees.

Who this notice doesn't apply to?

Job candidates - information on personal information management for these individuals is housed in our job application system

Your choices

We want to help you understand your privacy rights and options so you can make informed decisions when using our products, services, websites and apps. We are required by law to collect certain information in order to serve you. Some additional information is needed for normal business purposes. Finally, some information is optional - you can choose not to provide it from the start, or can withdraw your permission at any time.

These are your privacy choices with HSBC Canada:

Item Description What you can do

Accessing your information

You can review and update your account details (address, billing information, account settings, password, etc.). We aim to keep customer information accurate and complete, so if your circumstances change, please update your information with us promptly.

Log on to your account or call us at 1-888-310-4722 to make changes.

You can request access to personal information we hold about you. There may be a small charge for doing so. You may correct the information if there are any mistakes.

Request access to your information. Once we receive and have validated your request, you'll receive the information within 30 calendar days.

Making an inquiry or complaint

If you have a problem or concern with how we handle your information, we want to know.

Follow our complaint resolution process.

Receiving advertising and participating in customer research

Online advertising and cookies

We use “cookies” to provide an improved online experience, track your interaction with our websites and offer advertising that may be relevant to you. Cookies are stored in your browser, which is the program you use to access websites. Examples of browsers include Safari, Internet Explorer and Firefox.

The types of cookies we use include:

  • Session cookies - these are temporary cookies that disappear once you leave our website. They help us determine if a secured session has been established, which protects your data and accounts.
  • Persistent cookies - these are cookies that are stored permanently on your computer, and are used to collect information on general website usage.
  • Tailored content cookies - these are a type of persistent cookie our website and online banking platform uses to provide you with personalized offers.

To learn more, read our frequently asked questions about cookies.

To opt-out of cookies by HSBC:

  • Opt-out through this website - this option lets you stop our collection of tailored content cookies so you don't receive offers through a variety of channels.
  • Change your web browser settings - you can remove or turn off all cookies, or just certain cookies. Follow your browser's directions to learn how to do this.

To opt-out of seeing personalized ads based on your online behaviour, go to one of the following sites:

Advertising through other methods

From time to time we promote our products and services through other methods, such as email, phone calls and statement inserts. If you prefer, you may choose not to receive promotional offers in these ways.

To opt-out of advertising through other methods, as well as being contacted to participate in customer research:

Participating in customer research

You may choose not to have us contact you to participate in marketing research. We may still contact you for feedback on our products and services.

Using SIN for identification

For certain products we ask for your Social Insurance Number (SIN) as a form of additional identification. In such cases it is not required by law, so you may prefer not to provide it.

To opt-out of providing your SIN for identification:

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Have questions or concerns about how we handle your personal information? Feel free to contact your nearest HSBC office or reach out to us in the following ways:

Toll-free line Email
  • Personal: 1-888-310-4722
  • HSBC Premier: 1-866-233-3838
  • Business: 1-866-808-4722

info@hsbc.ca

Internet Banking Secure Message

Visit a branch

Log into your internet banking account and send us a secure message.

Visit an HSBC office. Use our branch locator to find a nearby location.

1 Our affiliates and subsidiaries in Canada include: HSBBC Global Asset Management (Canada) Limited; HSBC Investment Funds (Canada) Inc.; HSBC Securities (Canada) Inc. (including HSBC InvestDirect); HSBC Trust Company (Canada); HSBC Loan Corporation (Canada); HSBC Mortgage Corporation (Canada); HSBC Loan Corporation (Canada); HSBC Insurance Agency (Canada) Inc.; HSBC Finance Mortgages Inc.; HSBC Retail Services Limited; HSBC Privacy Wealth Services (Canada) Inc.; and Household Trust Company.



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