Your Credit Score
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Meet our virtual assistant
Available all day every day through our Mobile App. Get instant help then get on with your day.
How our virtual assistant can help
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.
Card declined
Why your card was declined and what to do next.
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.
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 signed into 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.
Banking online
Manage your profile, money or cards from your sofa with our app or Online Banking. You can even pay in a cheque on your phone!