Helping You Access the Support You Need

Support for customers with disabilities or additional needs

At United Trust Bank, we’re committed to understanding and supporting the individual needs of our customers. We aim to make our products and services accessible to everyone.

If you have a disability or need extra support, we can tailor our services to suit your personal circumstances—just let us know what would help.

Sight Services

You can ask for communications to be sent to you in Braille, large print or audio by calling us on 020 7190 5555 or freephone 0800 083 2228, or emailing us using [email protected].

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’re ready to start making calls.

Third party access to bank account

If you’d like help managing your account or day-to-day money matters, you can nominate someone you trust – like a family member, friend or carer. This arrangement is called a Third Party Mandate. It’s important that the account holder is able to make decisions when setting this up.

Power of Attorney

Power of Attorney is a way to give someone you trust the legal authority to make decisions and manage your finances on your behalf. You might choose to set this up if your health changes or your circumstances make it difficult to handle things yourself. If you have power of attorney then please let us know.

There are two main types of Power of Attorney:

General Power of Attorney – This is usually used for a short period of time, such as when you’re temporarily unable to manage your affairs but still have the mental capacity to make decisions.

Lasting Power of Attorney – This is designed for longer-term situations. It allows someone to step in and manage your finances if you ever lose the ability to make decisions yourself.

Deputy appointed by the Court of Protection – in this case, a court will appoint someone on your behalf if you are unable to do so.

If it is an emergency, or an unexpected situation, and access is needed on more than just their account, you or the account holder should speak to us so we can consider how else we may be able to help

Further support

For further advice and information, contact the Office of the Public Guardian or call 0300 456 0300 or freephone 0800 083 2228.

Carer support available at https://www.carersuk.org/

AGE UK provides comprehensive information at https://www.ageuk.org.uk/information-advice/money-legal/legalissues/
power-of-attorney/