Existing Customers
Frequently asked questions
How do I open an additional account?
If you have online banking, please log in and select New Application to open an additional account.
Alternatively contact us with the details and we issue confirmation as soon as the account has been opened.
How do I register for online banking?
We are in the process of contacting our existing personal customers to invite them to register for the online banking service.
If you are yet to receive an invitation, please contact us.
For our Business and Charity customers, we are currently working on an online banking service and, once ready, we will invite you to register.
My contact details have changed. How do I let you know?
If you have online banking, please log in and select My Details, then Change Contact Details to change your details.
Alternatively, contact us with the new details and we will issue confirmation as soon as the change has been made.
How can I tell you about a change to my Nominated Bank Account?
If you have online banking, log in and select Nominated Bank Account to update your details.
Alternatively, contact us with the new details and we will issue confirmation as soon as the change has been made.
How do I access information on my account?
If you have online banking, please log in and you will be able to access the information on your account.
Alternatively, contact us and we can give you the information you require.
What rate am I getting on my account?
For fixed term accounts, the rate is fixed throughout the duration of the term and confirmed to you upon application. For notice accounts, you can find the current interest rate on our website.
If you have online banking, please log in and go to Accounts to see the interest rate you are receiving.
Alternatively, contact us and we can give you the information that you require.
For Historic rate information, please click here for our Historic rates.
Can I change how my interest is treated?
If you want to change how your interest is treated on an existing account, you can make this change using online banking by selecting the relevant account and linking the account via ‘Linked Account’. Alternatively, you can email or write to us confirming your request.
What rates do existing customers get?
We offer preferential rates and terms to existing customers who have been with us for at least 3 months.
If you have online banking, please log in and select New Application to open an additional account.
Alternatively, please contact us to find out what current rates/terms are on offer.
I have a notice account. How do I place notice to make a withdrawal or closure?
To submit a withdrawal request or place notice, log into online banking and select ‘Messages’ to send us a secure message and make the request.
Alternatively, you can email or write to us to confirm your request.
For United Trust Bank notice accounts, you will be able to place notice on your account. The notice period that applies to your account was specified at account opening. A payment to your nominated bank account will occur at the end of the notice period.
For Call Accounts, you will be able to request a withdrawal to your Nominated Bank Account, in line with our Terms & Conditions.
How do I withdraw money from my fixed rate bond?
Withdrawals are not possible from your fixed rate bond during the fixed period.
How do I withdraw money from my notice account?
To submit a withdrawal request or place notice, log into online banking and select ‘Messages’ to send us a secure message and make the request.
Alternatively, you can email or write to us to confirm your request.
For United Trust Bank notice accounts, you will be able to place notice on your account. The notice period that applies to your account was specified at account opening. A payment to your nominated bank account will occur at the end of the notice period.
For Call Accounts, you will be able to request a withdrawal to your Nominated Bank Account, in line with our Terms & Conditions.
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 contact us to discuss what we can do to help you.
I have requested a payment. When should I expect to receive it?
Payments are made by Faster Payment or CHAPS Payment to your nominated bank account and will be received on the maturity date of your fixed term or expiration of your notice period.
Can I add funds to my account?
For existing fixed term accounts you can top these up when they mature. We just need to have the deposit at least the day before maturity.
If you have opened an account that allows additional deposits, such as a notice account, you can make transfers as you please from your nominated bank account up to the maximum balance allowed.
How do I register a power of attorney with United Trust Bank?
A power of attorney can be set up on an existing United Trust Bank account subject to the power of attorney being registered with the Office of the Public Guardian.
Please contact us to obtain the required application.
How do I change the name of my account?
If you are changing your name, you will need to write to us. We will require an original or certified copy of a marriage certificate, deed poll (or statutory declaration) or decree absolute.
If you are reverting to your maiden name, we will require your decree absolute together with an original or certified copy of your marriage certificate, birth certificate or valid passport showing your maiden name.
We will send you confirmation as soon as the change has been made.
How do I make my account a joint account?
If you wish to apply to add a second account holder to your account, we will require an application to be completed. Please contact us and we will send you confirmation as soon as the change has been made.
You cannot add a second account holder to an ISA as they are Individual Savings Accounts and cannot be held jointly.
How do I remove an account holder?
If you wish to remove an account holder from your account, please write to us, confirming the name of the account holder who is to be removed.
Please note that the letter must include your account number(s) and be signed by both account holders.
We will send confirmation as soon as the change has been made.
When will I receive a statement?
Statements will be issued after each interest payment date, except for fixed term deposits of one year and under where a letter detailing interest at maturity will be issued.
In addition, annual interest statements are automatically sent at the end of the tax year to all personal account holders that have earned interest in the previous tax year.
How do I obtain an interest summary?
Annual interest statements are automatically sent at the end of the tax year to all personal account holders that have earned interest in the previous tax year.
Can I have my account documentation in an alternative format?
Yes, you can request your account information and communications in large print, brail or audio. Please contact us to arrange.
Are there any charges for operating my account?
We do not charge you for any of the normal things you need to do to manage your account. However, there will be a charge if you request a CHAPS Payment.
Please see our Tariff of fees for details.
How do I contact you?
The best way to contact us is by secure message via online banking. Alternatively, you can use the contact form, email us, write to us or call us.
What hours are you open?
We are open Monday to Friday 9am to 5pm.