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What to expect when you get in touch

Which channel to use

Email suits anything with a document attached — identity checks, a withdrawal query, a question about a statement. The callback form suits everything else, because most account questions are answered faster in two minutes of conversation than in four messages.

Outside working hours

Messages sent in the evening or at the weekend are queued and answered first thing on the next working day, in the order they arrived.

Details worth including

The registered email address and the approximate date of whatever you are asking about are enough for us to find the account. Never send a password, a full card number or a one-time code — no member of our team will ever ask for them.

If something looks wrong

Report it the same day. Anything involving a payment you do not recognise is escalated immediately rather than joining the normal queue.