Accessibility and Vulnerability

At United Trust Bank we try to understand the needs of our customers and make our products and services accessible to all.

We offer the below services:

Sight Services
You can ask for communications to be sent to you in braille, large print or audio by contacting us.

Braille, Large print and Audio Files
You can ask us for communications we send you to be in braille, large print and audio files – like terms and conditions, privacy notices, account statements and letters.

Once you’ve chosen the format that’s most suitable to you, everything we send you will be that way from then on. You can request your account information and communications in an alternative format by contacting us.

Hearing and Speech
If you have a Textphone (also known as a Minicom) or computer with the appropriate software, you can use a Relay UK service. This can assist if you are deaf or have any difficulty with hearing or speech.

Simply dial 18001 followed by the standard telephone number. An operator will join in the call and read your written request to us.

The operators are bound by confidentiality and are acting on your behalf, so you can share the secure details needed for identification and verification questions.

You can also download the app and link your phone number, then you are ready to start making calls.

Mental Health
Money problems and mental health issues are sometimes linked, with one causing or influencing the other. If you feel your financial situation is impacting your mental health, you’re not alone.

Signs you may be struggling:

• You are worried about being able to pay bills and/or are not opening important letters
• Your sleep is disturbed because you’re thinking about your finances
• You feel low or anxious, thinking your financial situation is hopeless

If you are struggling with any of these, or similar challenges, please contact or visit your GP or other health professional who may be able to help you.

When you’re ready to speak to us, please get in touch by whichever method below you prefer to find out how we can help you manage your account.

Ways to contact us

Secure Message via online banking: Login here

Telephone: 020 7190 5599; Monday – Friday 9am – 5pm

Post: United Trust Bank, One Ropemaker Street, London, EC2Y 9AW

Online contact form: Submit your enquiry here

Use our Help Centre to see if we can answer any of your queries online