How do I send a secure message, and when will you reply?

Secure messaging is the safest way to contact us about your account. Your messages stay inside your logged-in account, so you don't have to share personal or financial information by email.

Use it for questions about your account or a loan application, anything involving personal or financial information, and sending us documents. We can't discuss your account by email.

In the app

1. Log in.
2. Tap the three lines in the top left corner to open the menu.
3. Select Secure Messages.
4. Tap Compose Secure Message at the bottom of the screen.
5. Write your message and tap Send.

In online banking

1. Log in.
2. Select the envelope icon.
3. Choose Compose Secure Message.
4. Write your message and select Send.

When will you reply?

We reply as quickly as we can. It depends on how many messages we have and what you've asked. Secure messages are often dealt with faster than email, because we can check your account safely without asking you more questions.

We reply in your Secure Messages inbox, and you may get a notification from the app. You can reply to us in the same place. If you haven't had a reply yet, your message is in the queue and we'll get to it.

Can't access secure messaging?

Call us on 0131 225 9901 and we'll help you get access.