Meet our virtual assistant

Chat to us in our Mobile Banking app

  • Get support with more than 240 everyday banking questions.
  • If it can’t answer your question, you'll be passed to a helpful human.
  • It's safe, secure, and may save you a call.

Make sure to enable notifications so you know when we've replied.
 

Download our app

How our virtual assistant can help

Here's some of the ways our virtual assistant can help with your everyday banking needs.

Lost or stolen cards

Safely cancel a lost or stolen card and securely order a new one.

Manage contact details

Securely update contact details like your address or phone number.

Card declines

Learn why your card was declined and what to do next.

Where to find our virtual assistant

How to get chatting today.

  1. Log on to our app and select Support.
  2. Select Message us 24/7.
  3. Enter your message and select Send to get chatting.

Download our app

If it's your first time using our virtual assistant, try to keep your question nice and simple.

Our virtual assistant may ask for some more details. If it can’t help, it will usually connect you to a helpful human who will reply as soon as possible.

Getting started in our app

Mobile Banking app

Scan to download

  • Join our 7 million app users.
  • Simple and secure logon.
  • Stay up to date with notifications.

 

More about our app

Mobile Banking app

  • Join our 7 million app users.
  • Simple and secure logon.
  • Stay up to date with notifications.
Download app

Our virtual assistant explained

  • It’s our expert support system that gives you help with more than 240 everyday banking subjects.

    Just start a chat with our virtual assistant to get help. If it can’t answer, we’ll usually pass you on to a helpful human who can.

    They’ll be in touch as soon as possible. If you have notifications switched on, we’ll let you know when they’ve replied – so you can get on with your day while you wait.

    You can then return and reply when it suits you best.

    Our advisers are available at the following times.
     

    • Banking and savings accounts – 24/7, 7 days a week.
    • Credit cards – 24/7, 7 days a week.
    • Mortgages – Monday to Friday, 8am to 8pm, and Saturday 8am to 4pm.
  • If our virtual assistant can’t help, we’ll pass you on to one of our helpful human advisers. They’re available at the following times.
     

    • Banking and Savings Accounts – 24/7, 7 days a week.
    • Credit Cards – 24/7, 7 days a week.
    • Mortgages – Monday to Friday, 8am to 8pm, and Saturday 8am to 4pm.
  • Yes. You’re securely logged on to your account through the app, which is the safest way to bank.

    But it’s still important you don’t share anything private like your username, password, memorable information, card number or PIN.

  • Check out our guide to how to enable notifications.

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