Covid-19

Are your offices open as normal?
We have implemented plans which enable us to continue serving our customers. However, we are still operating with reduced staff in the office so please bear with us if it takes us a little longer than usual to answer a call or respond to a message or email.

Can I talk to someone on the phone?
At present many of our staff are working from home and this is affecting how quickly we are able to deal with some customer queries. In order that we can deal with your query as quickly as possible please email us at [email protected].

What assistance is United Trust Bank able to offer me at this time?
If you are currently on a payment deferral but require further support, we would urge you to contact us as soon as possible so that we can discuss the options that may be available to you.

What is a payment deferral?
A payment deferral was a temporary scheme launched by the Government at the start of the pandemic. This scheme has now closed but if you are still facing financial difficulty please contact us to discuss the best options based on your individual circumstances.

Should I cancel my Direct Debit
If you are unable to pay your next payment please contact us to discuss how we may be able to help you on [email protected]

Please be assured that we are making every effort to support people in financial difficulty.

Are your offices open as normal?
We have implemented plans which are enabling us to continue providing customer service. We continue to take into account the Government’s directive on home working and restricting the numbers of staff travelling to the office.  We hope this will not impact our service to a noticeable level, but please bear with us if it takes us a little longer than usual to answer a call or respond to a message or email.

What assistance is United Trust Bank able to offer me during financial difficulty?
We always pride ourselves on providing the best possible service to all our customers. If you think you will have difficulty repaying your loan on time and/or meeting any of the conditions due please contact us using [email protected].

Please be assured that we are making every effort to support people in financial difficulty

Can I still manage my account/s as normal?
We have implemented plans which enable us to continue serving our customers, allow them to deposit or withdraw money and manage their accounts.

However most of our staff are now working remotely or working in shifts to adhere to the Government’s latest guidelines and this is impacting our service levels. For example, you may have to wait longer than usual to talk to a customer service adviser so please bear with us.

What can I do online?
At the moment, the best way to give us an instruction is digitally. Please use our contact form here or send an email to [email protected]. In some cases, we may need to call you on a telephone number you have previously registered with us in order to confirm your identity and instructions. We will confirm by email once we have completed your request.

Can I still withdraw my money if I want it?
If you are reaching the end of a fixed term on your savings account we will deal with it in exactly the same way as we always would within the terms of your account. We will contact you leading up to the fixed term expiring and ask you what you would like us to do with your maturing funds. Notice account holders can place notice to withdraw funds as normal and the money will be repaid following the account’s notice period.

Can I withdraw my funds early, before the end of my fixed term?
In normal circumstances you would not be able to withdraw your money from a fixed term savings account before the end of the fixed term. If you are experiencing financial difficulty and need to access your savings early, please email us on [email protected] or use our contact form here and someone will be in touch with you to discuss what we can do to help you.

What would happen if lots of your customers wanted to withdraw their money at the same time? Would you be able to pay it out?
United Trust Bank is a strong, well capitalised bank, which has always maintained a high level of liquidity and as a regulated bank we follow strict rules on having money available to pay out to our depositors. A vast majority of our customers have deposited their savings with us for fixed terms to take advantage of competitive interest rates and therefore withdrawals are prohibited in normal circumstances.

Is my money safe with United Trust Bank?
Yes. United Trust Bank is well capitalised with a high level of liquidity and we adhere to strict rules and regulations designed to protect our customers. In addition, our savings customers benefit from a government guarantee protecting their savings up to £85,000 each through the Financial Services Compensation Scheme (FSCS).

Are you still accepting new deposits?
Yes, we are accepting new deposits funded by electronic transfer. Information about our current range of deposit accounts, including ISAs and Fixed Term accounts can be found here.

Are you accepting applications for 2020/2021 ISAs?
Yes, customers are able to open a fixed term ISA to use their annual ISA allowance. We would prefer new deposits to be made by electronic transfer.

Are your opening hours the same as usual?
Yes, the measures we have put in place are enabling us to maintain our usual office hours. They are:

Monday to Friday 8:30am – 5:30pm.

Saturday and Sunday – Closed

How can I contact you if I have a query about my money?
During this period the best way to get in touch is via the contact form here and one of our team will respond as soon as possible. Most of our staff are now working remotely or working in shifts to adhere to the Government’s latest instructions and reduce the time they have to spend away from their homes. Unfortunately, this is putting additional pressure on our telephone services and this is frustrating for those who need to speak to us urgently about imminent financial difficulties. Although every call and customer is important to us, we are asking for your cooperation in enabling us to first help those customers who need it most urgently.

If your query is urgent and you would prefer to speak to one of our customer service team or leave us a voicemail, you can call us on 020 7190 5599. Please bear with us if it takes longer to answer your call than normal.

Are your offices open as normal?
We have implemented plans which enable us to continue serving our customers

Are you still lending?
Yes. We are keen to consider your development finance proposals and discuss future projects. We continue to support UK house builders and developers.

What are you doing to ensure that my case can complete on time / that if I place a case with UTB you will still be able to meet my requirements?
The Coronavirus is creating exceptional operating conditions for most businesses and we have implemented measures to ensure that we can maintain our services whilst having fewer staff in the office and most people working from home.

Our investment in technology has increased our capability to manage in unusual circumstances. Our team is able to work remotely with full access to client account information. They are picking up emails as normal and are available on their usual landline or mobile number. So far, our contingency plans are working well. Proposals are being considered and processed, credit decisions are being made and we are making payments when promised.

Are you still offering quick credit decisions?
Yes. Our credit committee continues to meet regularly with some participants dialling in via either voice or video conference facilities when they are not in the office. As such we continue to give dependable credit decisions.

Are completions / monthly pay outs still being made on time?
We’re doing everything we can to ensure these remain unaffected. Where third parties are involved, such as our solicitors and surveyors, we’re working closely with them to ensure we continue delivering an efficient service. If you have any specific concerns, please contact your relationship manager.

What support can you offer me if my current project is impacted by the consequences of the Coronavirus?
We understand that many businesses are facing financial and logistical difficulties at the moment. If you think your project is adversely affected by the Covid-19 outbreak, please discuss it with us. We may be able to offer solutions to help you overcome short term financial problems or challenges caused by delays to your project.

What should I do if my facility is due to expire in the next three months and I don’t think I will be able to repay the loan on time?
If you are expecting to encounter any difficulties as a result of the Covid-19 outbreak, please contact your relationship manager as soon as possible so that we can start discussing suitable solutions.

Still meeting with customers?
We continue to meet customers. Alternatively, we can arrange video conference calling on all the usual platforms

Are you visiting construction sites?
We continue to conduct site visits for all new and existing schemes where the bank has already advanced funding or is about to advance new finance.

Are you meeting with brokers?
We continue to conduct meetings on all the usual video conferencing platforms with our broker contacts. This includes joining the regular team meetings of broker accounts where invited to do so.

Are your offices open as normal?
We have implemented plans which enable us to continue providing customer service. We continue to take into account the Government’s guidelines to reduce the risk to our employees. We hope this will not impact our service to a noticeable level, but please bear with us if it takes us a little longer than usual to answer a call or respond to a message or email.

What can I do if I can’t pay my next mortgage repayment?
We understand that many people are still facing financial difficulty as result of the Covid-19 outbreak. If you are struggling to keep up with your mortgage payments. and coming to an end of a payment deferral please email us at [email protected] to discuss your circumstances.

The deadline to apply for a payment deferral was 31 March 2021 and all payment holidays must end by 31 July 2021.

What is a ‘payment deferral’?
A payment deferral was a temporary scheme launched by the Government at the start of the pandemic. This scheme has now closed but if you are still facing financial difficulty please contact us to discuss the best options based on your individual circumstances.

If I took a payment deferral what will happen to my credit profile?
If you chose to take advantage of a payment deferral, we will not report the non-payment to Credit Bureaus during the deferred period. Credit Profiles/Scores are not the only way in which lenders assess applications, at UTB we cannot control how other lenders make their lending decisions. Taking a payment deferral may make it more difficult to obtain credit or move your mortgage in the future.

What happens if I am already in arrears?
If you are concerned about the impact Covid-19 will have on your income you should contact us as soon as possible. We will review any changes to your circumstances to ensure that your payments remain affordable and sustainable. We will make every effort to support people already in financial difficulty.

What assistance is United Trust Bank able to offer me at this time?
We always pride ourselves on providing the best possible service to all our customers. If you think you will have difficulty repaying your loan on time and/or meeting any of the conditions due please contact us using [email protected]

Please be assured that we are making every effort to support people in financial difficulty.

Where can I get further help and advice?
There are a number of organisations which offer free, confidential and impartial debt advice

National Debtline
Web: www.nationaldebtline.co.uk
T: 0808 808 4000

Citizens Advice
Web: www.adviceguide.org.uk (England & Wales)
Web: www.cas.org.uk (Scotland)

Money Helper
Web: https://www.moneyhelper.org.uk/en?source=mas#
T: 0800 138 7777 (English)
0800 138 0555 (Welsh)
Typetalk: 18001 0800 915 4622

Are your offices open as normal?
We have implemented plans which are enabling us to continue serving our customers. However, following the Government’s most recent directive, we are operating with reduced staff in the office and this is impacting our service levels so please bear with us if it takes us a little longer than usual to answer a call or respond to a message or email.

Are you still lending?
Yes. We are keen to consider your lending proposals and discuss future opportunities for property acquisition, refinance, value-add propositions and portfolio refinance secured by residential or commercial property.

What are you doing to ensure that my case can complete on time / that if I place a case with UTB you will still be able to meet my requirements?
The Coronavirus is creating exceptional operating conditions for most businesses and we have implemented measures to ensure that we can maintain our services whilst having fewer staff in the office and most people working from home.

Our investment in technology has increased our capability to manage in unusual circumstances. Our team is able to work remotely with full access to client account information. They are picking up emails as normal and are available on their usual landline or mobile number. So far, our contingency plans are working well. Proposals are being considered and processed, credit decisions are being made and we are making payments when promised.

Are you still offering quick credit decisions?
Yes. Our credit committee continues to meet regularly with some participants dialling in via either voice or video conference facilities when they are not in the office. As such we continue to give dependable credit decisions.

Are completions / monthly pay outs still being made on time?
We’re doing everything we can to ensure these remain unaffected. Where third parties are involved, such as our solicitors and surveyors, we’re working closely with them to ensure we continue delivering an efficient service. If you have any specific concerns, please contact the structured finance team on 0207 190 5555 or e-mail the team using [email protected]

What support can you offer me if my existing lending with you is impacted by the consequences of the Coronavirus?
We understand that many businesses are facing financial and logistical difficulties at the moment. If you think your existing loan with us will be adversely affected by the Covid-19 outbreak, please discuss it with us. We may be able to offer solutions to help you overcome short term financial problems. Please email us using [email protected] and one of the team will get back to you.

Please be assured that we are making every effort to support people in financial difficulty.

Are your offices open as normal?
We have implemented plans that enable us to continue serving our customers. However, following Government guidelines, we are operating with reduced staff in the office and this is impacting our service levels.

Are my payments due as normal?
Yes, unless you have contacted us to discuss an arrangement your existing repayment schedule applies. If you usually pay by direct debit or scheduled card payment and we have not confirmed an alternative with you your payment will be deducted from your bank account on its next due date. We encourage you to contact us at least seven days before the due date if you think you may have difficulty paying.

Can I talk to someone on the phone?
At present we are operating with a reduced number of staff and this is affecting how quickly we are able to deal with customer queries. You may prefer to email us initially on [email protected] or use our web contact form which can be found here. If we cannot answer your query by email we will arrange a convenient time for one of our team members to contact you. Our office hours are Monday to Friday 9.00 – 17.00. We thank you for your cooperation and understanding in helping us to best serve all our customers during this time

What can I do if I can’t pay my next payment?
We understand that many people are still facing temporary financial difficulties as a result of the Covid-19 outbreak. If you are experiencing , or reasonably expect to experience, temporary payment difficulties we may be able to offer you a range of options, You may find it beneficial to complete a budget form to enable you to clearly know how much money you have coming in each month, where it is spent and how much you have left. If you have not already completed one of these, we have one available here which you can send to us and keep for your records. We will use the information you provide to better understand your circumstances and help find the solution which is right for you.

If you are unable to complete the budget form online due to your circumstances, please give us a call.

Please contact us to discuss your circumstances

The deadline to apply for a payment deferral was 31 March 2021 and all payment deferral holidays must end by 31 July 2021.

Should I cancel my direct debit?
If you are unable to pay your next payment please contact us to discuss how we may be able to help you on [email protected] . It is not usually necessary to cancel your direct debit instruction, however we are unable to make amendments to payments due within the next 3 working days.

Will I be charged for a late payment?
You will not be charged any late payment charges during this period of disruption caused by the Covid-19 outbreak.

What if I can’t afford to pay my car insurance premium?
It is a requirement of your finance agreement that your car is fully and comprehensively insured at all times. If you are experiencing difficulty in paying your premium, please contact your insurer to discuss other ways you may be able to pay or options for reducing your premium whilst maintaining the level of cover we require you to have.

What if my car needs a service or MOT?
Your agreement with us requires you to maintain the vehicle in good condition. You should follow the latest government guidelines, ensure your car remains roadworthy and contact your vehicle manufacturer or dealer with regards to servicing and repairs.

What if I am already behind with my payments?
We have procedures in place to support any customer impacted by Covid-19. We will review individual circumstances and work with you to find an appropriate solution.

Where can I get further help and advice?
There are a number of organisations which offer free, confidential and impartial debt advice

National Debtline
Web: www.nationaldebtline.co.uk
T: 0808 808 4000 Citizens Advice
Web: www.adviceguide.org.uk (England & Wales)
Web: www.cas.org.uk (Scotland)

Money Advice Service
Web: www.moneyadviceservice.org.uk
T: 0300 500 5000 (England & Wales)
T: 0141 572 0237 (Scotland )

StepChange Debt Charity
Web: www.stepchange.org
T: 0800 138 1111

Samaritans
Web: www.samaritans.org
T: 1160123

Christians Against Poverty (CAP)
Web: www.capuk.org
T: 0800 328 0006

Money Helper
Web: https://www.moneyhelper.org.uk/en?source=mas#
T: 0800 138 7777 (English)
0800 138 0555 (Welsh)
Typetalk: 18001 0800 915 4622