Message from the Chief Executive Officer

Since joining Unity Trust Bank as CEO in August, I have witnessed first-hand how our dedicated teams provide a first-class service to both new and existing customers. Unity has a long, proud record of delivering exceptionally high levels of customer service; answering calls within 15 seconds and resolving 98% of queries first time.

However, we have recently experienced an unprecedented busy period with higher call volumes and a marked increase in customer applications to open an account at Unity. At the same time, we have a number of our customer facing team members out on leave for personal and family illness reasons. While we are thrilled at the volume of new customers, this has led to longer waiting times on the telephone as well as a longer processing time for new account applications and account management requests. We note that this can be frustrating and I apologise for any inconvenience this will cause.

I want to reassure our customers that we are working hard to resolve this and have added temporary and permanent additional resources to the team, all of whom are in training to ensure you receive the level of service you have come to expect from us. If you have an outstanding account application or change request, please be assured that there is no need to call to follow up as we are working through the backlog sequentially and expect to have addressed all outstanding requests in the next few weeks. In the meantime, some banking activities can be completed more quickly using Internet Banking’s self-service function.

Thank-you for your understanding and your patience.