Important Customer Announcement

In response to COVID-19, UBL UK are currently experiencing an extremely high call volume which is leading to extended call wait times though our contact centre whilst we support our customers to manage their finances.

In addition, UBL UK are also experiencing delays in processing a significant inflow of account applications in light of the current interest rate landscape. Anticipated processing time for account applications is currently 10 working days. We ask that applicants follow up with the Bank after 10 working days of sending their application to us.

We apologise for any inconvenience that these issues may cause and we thank you for your patience and understanding during this period. If your call is urgent, please remain holding whilst we work to answer it. If your enquiry is not urgent, there are a number of ways that you can get in touch listed below with their expected response times:

General Account Enquiries

  • UBL UK NetBanking: If you are a registered NetBanking user, you can send a secure message - 5 Working Day Response Time
  • Email: Enquiries@ubluk.com– 5 Working Day Response Time
  • Facebook: send a private message, search for ‘UBL UK’ on Facebook – 2 Working Day Response Time for basic enquiries (please do not share private sensitive information through this channel, only general contact details and enquiry)

If you are not a registered UBL UK Internet Banking user and would like to send a secure message, you can register for our New Internet Banking platform in the following ways:

Mobile App: Go to your app store and search 'UBL UK - Mobile Banking' and download the new UBL UK Mobile App to Register (your will need your account details, registered email and mobile number and answers to your security questions). If you have not provided answers to your security questions, or you are not sure of the answers, you may use the visual Identification route using a UK Issued Driving License to verify your Identity.

Internet Banking: go to digitalbanking.ubluk.com and register for the new Internet Banking Portal (you will need your account details, registered email and mobile number and answers to your security questions)

NOTE: if you have not provided answers to your security questions, please first attempt to register using the Mobile App using a UK Driving License and the ‘Visual Identification’ route. If mobile is not an option, or you would prefer to use the internet portal, please contact by phone, and once we have verified your identity you may provide us the answers to your security questions by phone which we will update in your account record and enable you to register digitally.

UBL UK NetRemit Transaction Enquiries

  • UBL UK NetRemit Portal: Please send a secure message using the online or mobile app – 5 Working Day Response Time
  • Email: ubluknetremit@ubluk.com– 5 Working Days Response Time
  • Facebook: send a private message, search for ‘UBL UK’ on Facebook – 2 Working Day Response Time for basic enquiries (please do not share private sensitive information through this channel, only general contact details and enquiry)

We apologise for any inconvenience caused and thank you for your patience during these unprecedented times.

Adam Ginty

Head of Customer Experience

 

Updates to technical services

Please be advised that we will be undertaking IT maintenance on our systems between 9:00hrs and 12:00hrs on Saturday 16th January 2021 during which the following services may be inaccessible, or see delayed service levels.

- UBL UK NetRemit
- Internet Banking and Mobile Banking
- Faster Payments and Debit Card payments
- Customer Service Lines

We thank you for your patience and apologise for any inconvenience caused.

UBL UK Customer Services

If you experience technical difficulties, please email the team using info@ubluk.com or by calling our Customer Services Team on 0121 753 6000 Monday to Friday from 9:15am to 5:15pm.

 

Staying safe online

We are aware that financial services companies may be targets for people seeking to fraudulently obtain login information. To protect yourself online, it is important that you check you are on the right website before entering login information. Please look out for the lock symbol next to the website URL to ensure that you are using an genuine and encrypted site. If you are not sure you are using a genuine UBL UK website, please call us on 0121 753 6000 Monday to Friday from 9:15am to 5:15pm. 

The sites managed by UBL UK are as follows: www.ubluk.com, www.netbanking.ubluk.com and www.ubluknetremit.com. You should see these URL's and the lock symbol in your browser header. 

 

Ways to get in touch for existing customers

If you are an existing customer with Internet Banking, you can send a secure message from your online Account and a member of the team will be in touch during the Bank's opening hours.

Alternatively, you can email us your enquiry from your registered email address to enquiries@ubluk.com.

Alternatively, please visit www.ubluk.com/about-us/get-in-touch/ to submit an enquiry through our website and a member of the team will be in touch.

 

Ways to get in touch if you are not a customer

If you would like more information about becoming a UBL UK customer, please visit www.ubluk.com/about-us/get-in-touch/ to submit an enquiry through our website and a member of the team will be in touch.