Mortgage support
Worried about paying your mortgage? We have various ways that we can help you.
Meet our virtual assistant
Available all day every day through our Mobile Banking app. Get instant help then get on with your day.
Download our appHow our virtual assistant can help
Our virtual assistant can answer more than 240 everyday banking questions.
And if it can’t help, it’ll put you through to a helpful human who can. Just make sure you have device notifications turned on. This way we can let you know when we’ve replied.
Keep your question simple
Try to start with a short, simple question like ‘How do I order a statement?’. If we need more information, you can add this later.
If the virtual assistant can’t help, it will find someone who can
We’ll usually connect you to a helpful human who will reply as soon as possible.
Mobile Banking app
Where to find the virtual assistant
You’ll find our virtual assistant in the support section of our app. Just select ‘Message us’ to start. We’re here to help 24/7.
Our virtual assistant explained
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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, seven days a week.
- Credit cards – 24/7, seven days a week.
- Mortgages – Monday to Friday, 8am to 8pm, and Saturday 8am to 4pm.
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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, seven days a week.
- Credit Cards – 24/7, seven days a week.
- Mortgages – Monday to Friday, 8am to 8pm, and Saturday 8am to 4pm.
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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.
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Turn on device notifications for our app and we’ll let you know when you’ve got a new message.
To turn on notifications on an iOS device:
- Go to ‘Settings’ then select ‘Notifications’.
- Select our app from the list under ‘Notification style’.
- Toggle the ‘Allow notifications’ switch to on.
To turn on notifications on an Android device:
- Go to ‘Settings’ then select ‘Notifications’.
- Select our app from the list under ‘Notifications’.
- Toggle the ‘Allow notifications’ switch to on.