Meet our virtual assistant

It's simple and safe to chat to us online

  • Get instant help with your everyday banking tasks in our 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.

At the moment, customers using the Safari web browser can’t use this service.

Download our app

Log on to Internet Banking

It's simple and safe to chat to us online

  • Get instant help with your everyday banking tasks in our 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 our app, 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 declined

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

Steps to take

We’ll guide you through it.

  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.

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.

Steps to take

We’ll guide you through it.

  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.

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

Getting started in our app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Message us online.

 

More about our app

QR code to download our Mobile Banking app

Mobile Banking app

Join our 8 million app users.

  • Simple and secure log on.
  • Stay up to date with notification.
  • Chat to our Virtual Assistant.

Download app

More about our app

Let’s look at the details

  • 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.

     

  • 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.
  • Yes. You’re securely logged on to your account through the app or Internet Banking.

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

  • 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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How secure is our app?

We use some of the latest technologies to fight fraud and help keep you and your money safe.

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Biometric logon

Biometrics use your fingerprint or face recognition to make signing into our app faster and more secure.

More about biometrics

Everyday banking


More and more people are banking with us online. See what you can do in our app or on our website.
 

What you can do online

Everyday banking


More and more people are banking with us online. See what you can do in our app or on our website.
 

What you can do online