Your account queries answered

Our call centre is open and our team is ready to help you, although please be patient if it takes a little longer to answer the phone than usual.

So that we can serve our customers with the most urgent requests, please only call or email us if you're unable to find the answer to your query on our FAQs page or in the information provided below.

COVID-19

If any of your queries relate specifically to COVID-19, please see our separate, dedicated Covid-19 page.

Account-specific queries

Balance enquiries / ISA transfers / deposit not showing on my account

The easiest way to see your balance or check your deposits is through your online account. If you haven’t already done so, you can register here for access to our online services.

ISA transfers from another provider can take up to 15 days to complete, however we’re aware that some providers are facing delays in transferring your savings to us. Please be assured we’re taking special measures to ensure this doesn't affect your account with us.

Please also see our paying money in page, where you’ll find further information on making a deposit.

Closing an account or withdrawing funds

For help with closing an account, withdrawing funds and payment timelines, please go to our taking money out page.

General/customer service enquiries

Requesting a call back

Our call centre is very busy at the moment - to save you waiting in a queue, we may ask you to leave your details so that we can call you back.

Our team is working hard to return your calls as soon as possible, including calling outside of our usual business hours.

How to make a complaint

To make a complaint or provide us with any constructive feedback, please contact us or find out how to complain.

Product enquiries, deposits and withdrawals

For information on how to apply for a new account, what products are available, how to make a deposit or a withdrawal, or any ISA-specific questions, please go to one of our dedicated pages below:

• Savings
• Bonds
• Paying money in
• Taking money out
• ISAs
• Transfers in
• Transfers out