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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.


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We are a socially determined bank. When your business or organisation banks with us, we use these deposits to fund lending which supports the communities that we collectively serve. This means you help to contribute to economic, community and social change.

As well as being socially responsible, we are financially sustainable too; it’s important that we operate effectively so that we can serve our customers and help to create a better society.

When you bank with us, our UK team will be on-hand to answer your calls. You may also benefit from one of our experienced Relationship Managers, who will provide you with a service that adapts to your business.

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Your eligible deposits with Unity Trust Bank plc are protected by the Financial Services Compensation Scheme (FSCS), the UK’s deposit guarantee scheme. Find out more about how your savings are protected here.

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