I get a message saying you are not able to find my details. Why is this?

This could be for a number of reasons:

• We do not hold one or more of the required details (for example, we may only hold your landline number)

• We do not hold your up-to-date details (for example, if you have changed your email address)

• You have entered some of your details differently to those provided in your application

• The account number you have entered is not an active account with United Trust Bank

• You have not entered the date of birth in the correct format (ddmmyyyy, all as one string of numbers)

If you see this message, we recommend you call us on 020 3862 1268 between 9am and 5pm Monday to Friday.

How do I view my statements?

To check your statement, log in to online banking and select ‘Accounts’. Select your chosen account and the ‘Statement’ option on the left side menu. You will be able to locate your statements if they have been produced.

How do I request a withdrawal or place notice on my account(s)?

To submit a withdrawal request or place notice, please log in to Online Banking and select ‘Messages’ to send us a secure message with your request.

You will only be able to place notice on a Notice Account you have opened with us. The notice period that applies to your account will need to be seen through to its expiration date, before we then transfer the requested funds to your nominated bank account by Faster Payment.

If you hold funds in a Call Account, you will be able to make a request for an immediate withdrawal to your nominated bank account, in line with our terms and conditions. Please either send us a secure message or contact us here with your request.

I am not receiving a password reset or username reminder email. What should I do?

Please check that the details you are entering are correct, as you will only receive the email if the information matches what we hold for you. If you do not receive an email from us, please call us on 020 3862 1268 between 9am and 5pm Monday to Friday as we may need to reset your details instead.

Can I change my memorable word?

To change your memorable word, select ‘My Details’ and ‘Online Security’ from the left side menu within Online Banking. You will be able to enter your new memorable word and will be prompted to re-enter it to confirm that the memorable words match. Once you are happy, select ‘Change memorable word’ and this will carry out your request.

I was unable to provide instruction on some of my accounts. Why?

At present, you will not be able to provide us with your maturity instructions if your funds are held in any of these account types:

7 Day Instant Access Account

ISA Fixed Term Bond

ISA Call Account

Should you wish to provide us with a withdrawal instruction for one of these accounts, send us a secure message using Online Banking. Alternatively, you can use the contact form, or call us on 020 7190 5599 between 9am and 5pm Monday to Friday.

How do I check or reject an action on my joint account?

If a joint account requires more than one signatory to complete an instruction, both parties will be required to authorise any amendments made via Online Banking.

Either party will be able to log in to Online Banking, if registered, and submit a request. This will prompt a Two Factor Authentication (2FA) response and the request will be held as ‘Pending’. A request will not be fully approved until the joint party logs in and actions the request via the ‘Authorisation’ menu on the left side.

The joint party will be able to ‘Reject’ or ‘Approve’ the request. Once the ‘Approve’ option has been selected this will prompt a Two Factor Authentication (2FA) response.

How do I open a new account via online banking?

To open an additional deposit account online, please select ‘New Application’. The account application will then start in a new window. You will be able to select from the Fixed Term Bonds or Notice Accounts available.

Your information will be pre-filled based on the details we hold for you. If your details require updating, please close the application window to take you back to Online Banking where you can make the necessary changes before proceeding with the new application.

How do I access secure messaging?

Should you wish to send us a message, log in to Online Banking and select ‘Messages’. This allows the contact between you and United Trust Bank. Please note, should you wish to send additional funds for your maturing bond, we require a ‘Top Up’ message to inform us that funds are on the way.

How do I change my personal details?

You can change your address and contact details via Online Banking. Once you have logged in, please select ‘My Details’ then ‘Change Contact Details’. Select the relevant option(s) to change your details accordingly. You will receive a Two Factor Authentication notification to approve the change.

To change your email address, please send us a secure message.

How do I change my mobile security setting?

To update your Two Factor Authentication (2FA) preferences, select ‘My Details’ and ‘Mobile Security’.

If you currently have SMS notifications and wish to opt for Push Notifications, you will need to download the SecurEnvoy Authenticator app from a relevant app store and proceed with Push Notification enrolment. An email will be sent to your registered email address with a one-time code to input on screen. To complete registration, scan the QR code when prompted using the SecurEnvoy Authenticator app.

If you currently have Push notifications and wish to opt for SMS Notifications, you will receive a one-time code and you can then proceed to enrol for SMS notifications.