Meet our virtual assistant

It's simple and safe to chat to us online

  • Get instant help with your everyday banking tasks in the app and online.
  • If our virtual assistant can't help, it'll find you someone who can.
  • It's safe, secure, and may save you a call.

Download the app

Log in to online banking

It's simple and safe to chat to us online

  • Get instant help with your everyday banking tasks in the app and online.
  • If our virtual assistant can't help, it'll find you someone who can.
  • It's safe, secure, and may save you a call.

If you're using the app, make sure to enable notifications so you know when we've replied.

Download the app

Steps to take

We'll guide you through it.

(1 min 14 secs)

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

    1. Log in to online banking and select ’Help & support’ from the navigation.
    2. Select ’Message us 24/7’.
    3. Enter your message and select ’Send’ to get chatting.

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 online

 

Mobile banking app

Join our 10 million app users.

  • Simple and secure login.
  • Set up handy notifications.
  • Message us online.

Online banking

Log in to view or manage your accounts on our website.

Log in

Register

Mobile banking app

Join our 10 million app users.

  • Simple and secure login.
  • Set up handy notifications.
  • Message us online.

Continue to app

Online banking

Log in to view or manage your accounts on our website.

Log in

Register

Let’s look at the details

  • Chatting to a human

    If our virtual assistant can’t help, we’ll pass you on to someone in one of our teams. They’re available at the following times:

    • Banking and savings accounts: 24/7.
    • Credit cards: 24/7.
    • Mortgages: Monday to Friday 8am to 8pm, and Saturday 8am to 4pm.

  • Message us

    It’s our expert support system that gives you help with everyday banking tasks.

    Just start a chat with our virtual assistant to get instant support. If it can’t answer, we’ll usually find you someone who can and they will get back to you as soon as possible.

    Make sure you have notifications switched on so we can let you know when they’ve replied.

    Our teams are available at the following times:

    • Banking and savings accounts: 24/7.
    • Credit cards: 24/7. 
    • Mortgages: Monday to Friday 8am to 8pm, and Saturday 8am to 4pm.

  • Chat security

    Yes. You’re securely logged on to your account through the app or online banking.

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

  • Messaging notifications

    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:

    1. Go to Settings then select Notifications.
    2. Select our app from the list under Notification style.
    3. Toggle the Allow notifications switch to on.

     

    To turn on notifications on an Android device:

    1. Go to Settings then select Notifications.
    2. Select our app from the list under Notifications.
    3. Toggle the Allow notifications switch to on.

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