How do I raise a support ticket?

A support ticket is the right route for anything specific to your account. It creates a written record, routes to the right team, and lets us reference your actual transactions.

Raising one

1. Sign in to online banking. If you are not signed in, the link below takes you to the sign-in page first.
2. Open Support from the main menu.
3. Choose New ticket.
4. Select the category that fits best — transaction issue, account access, card issue, wire transfer, billing, technical, security or other. The category decides which team picks it up, so it is worth a moment's thought.
5. Write a clear subject and description.
6. Attach supporting files — screenshots, receipts, correspondence.
7. Submit. You will see a ticket reference straight away and receive an email confirmation.

What to include

• Dates, amounts and currencies.
• Transaction or application references.
• The last four digits of a card — never the full number, and never a PIN or password.
• What you expected to happen, and what happened instead.
• What you have already tried.

A ticket with the reference and a clear description is usually resolved in one reply. A ticket saying only "my transfer failed" takes several exchanges before anyone can help.