Important Information

Message from our Chief Executive Officer

Firstly, let me wish all our customers a Happy New Year! At Unity Trust Bank we have always prided ourselves on providing a first-class service to both new and existing customers. We seek to answer customer queries and requests fully and promptly, with just a single point of contact where possible, and always having a person to speak to at the end of the telephone.

In late 2021 we experienced unprecedented call volumes accompanied by a marked increase in customer applications to open an account at Unity. At the same time, a number of our customer facing team members were on leave for personal or family illness reasons. While we are honoured to be the bank of choice for our new customers, the volumes have 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 causes.

I want to reassure our customers that we are working hard to resolve this; however, it will take a little while longer before we can return to normal levels of service. We 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 our Internet Banking’s self-service function.

Please refer to our online tutorials and Internet Banking FAQs for guidance.

Thank you for your understanding and your patience.