The Fixer: voice banking

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Dear Fixer,

I am a carer for an elderly lady, for whom I pay bills and do the shopping. Her bank, HSBC, has started offering voice banking: you simply have to speak into a phone to identify yourself.

It seems like a good idea to me as it avoids older people having to remember PINs and security codes.

However, it could cause a problem for people in my position if it becomes obligatory and only the account holder's voice can be used.

The lady I am looking after at the moment, for example, would not be able to cope with it due to the extent of her dementia.

Will approved carers be able to use the voice-activated system to manage their clients' accounts? Or will we be able to stick to using a telephone banking code? Thank you for your help.

D Mason, Bournemouth

Dear Ms Mason,

You can set up HSBC's new Voice ID system on the account - as long as you have permission to operate it. If this is the case, you can enrol for the service by calling 08000 852380.

If you prefer, however, you can also continue using the bank's existing telephone banking system, with which you must enter two random digits from the security number set up on the account.

Voice ID is only be offered as an alternative to this process - it is not compulsory.

The Fixer

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