Our commitment to supporting your needs 


At UBL UK, we understand that our customers may have different banking needs depending on their circumstances. We are dedicated to helping and supporting all of our customers in any way that we can. The below information shows key ways in which the Bank can support you when you need us.

If you are experiencing financial difficulty

If you experiencing financial difficulty, we would like to assure you that we are here to support you in any way that we can.

If you are worried that you might miss a payment and are struggling to repay your loan held with the Bank, we can assess and discuss alternative repayment options. You can request to speak with one of our dedicated Relationship Managers, who can assess your needs and provide you with further information.  

We understand that when you are experiencing financial hardship, you may need to dip into your savings. If you have a fixed savings account held with the Bank, we may be able to provide you with full or partial early access to your savings. For us to do this, we may need to require further information regarding your financial circumstances.

To speak to us regarding your financial circumstances, you can get in touch with us using one of the contact methods listed at the end of this page.

We understand how difficult things can be if you are struggling financially. If you are experiencing financial difficulty, you can also obtain help from debt counselling and business support organisations. Some useful contacts which provide free advice are listed below:

Citizens Advice Bureau: www.adviceguide.org.uk or Adviceline (England): 0800 144 8848 or Advicelink (Wales): 0800 702 2020

National Debtline: 0808 808 4000 (www.nationaldebtline.org)

Business Debtline: 0800 197 6026 (www.businessdebtline.org)

StepChange Debt Charity: 0800 138 1111 (www.stepchange.org)

Money Helper: 0800 138 7777 (www.moneyhelper.org.uk)

Money Advice Scotland: 0141 572 0237 (www.moneyadvicescotland.org.uk)

Please be aware that some organisations may charge a fee for their services and you should check any applicable charges ahead of taking up any services with them.

If you are dealing with a major life event

We understand that your personal circumstances can change at any time. We would like to assure you that we are available to support you through any life event that may occur. If you are dealing with a major life event such as job loss, caring responsibilities, relationship breakdown or bereavement and wish to talk to us about this, you can contact us using one of the methods listed at the end of this page.

If you are dealing with a bereavement, you can visit our webpage, which provides guidance on what to do when someone who has an account with us dies.

If you have any health-related issues

We understand that health-related issues, including disabilities or physical and mental health condition, can present challenges. We would like to assure you that we are here to assist you in any way we can.

We would like to advise that our London Branch has step-free access for wheelchair users, for those who may wish to visit us in Branch.

Our Team is well-equipped to provide tailored assistance that takes into consideration your specific needs. If you require tailored communication, we can send our communication in a format that suits you.

We recognise that these circumstances can be temporary, sporadic, or even permanent, and we are committed to being flexible and understanding throughout. Please feel free to reach out to us using your preferred communication method – whether it is through phone, email, or an in-person visit. We also offer 1-2-1 appointments in person, over the phone and video calls with a dedicated specialist. If you would like to arrange for an appointment, please contact SupportingNeeds@ubluk.com.


Please feel free to contact us if you have any queries regarding the above information or need to speak to us about something:

Phone: You can contact our Customer Service Team on 0121 753 6000 from 9:15 am to 5:15 pm, Monday to Friday (excluding Bank Holidays),

Visit our London Branch: You can visit our branch at 2 Brook Street, London, W1S 1BQ from 9:30 am to 4:00 pm, Monday to Friday (Excluding Bank Holidays).

Secure Message: You can send us a Secure Message using our Digital or Mobile Banking app.

Email: You can send us an email to our dedicated team at SupportingNeeds@ubluk.com.

In writing: You can write to us via post using FREEPOST: RUEE-STYR-XYKE, UBL UK, 2 Brook Street, London, W1S 1BQ.