Supporting NHS and social care workers | Ulster Bank Northern Ireland

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We are here to support NHS and social care workers

As you support Northern Ireland during coronavirus

Add your signposting title here… What can we help you with?
We're here to support NHS workers
What financial help is available?
How to contact us
How to bank from home
Send money and get cash
Be aware of scams
We're here to support you

Thank you for supporting our healthcare services.

We know that as well as looking after your families, you may have other worries about money. This page is here to help you bank from home, contact us when you need to and understand what financial help is available during this unprecedented time.

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Existing customers - how to apply for a payment holiday extension?

As of 1 April 2021, you can no longer apply for a new payment holiday. You can apply for an extension to your existing payment holiday provided that you’ve not received the maximum of six months and there has been no break in the support taken. Any payment holiday extension offered after this date will stop on 31 July 2021, even if you haven’t reached the maximum of six months.

Worried about your finances

If you know your finances are unlikely to improve and you are worried about the long-term impact of coronavirus, it's important that you get in touch with us to discuss your options. Visit our dedicated struggling financially page for more information. 

Existing customers - payment holiday is ending


Before your payment holiday ends we’ll send you a letter about the next steps. 

If you’ve had a 6 month payment holiday, please refer to the letter we sent you around 3 weeks before your payments are due to restart. It’ll include the different options and how we can provide help and support.

If you’ve had less than a 6 month maximum payment holiday and you need additional support, please visit our dedicated page to find out more about your options.

There are a number of options available to you if you don't think you can afford your new monthly mortgage payments. 

Please note if you don't take any action, your new payments will resume on your regular payment date.

Additional support

New customers - recently applied for a mortgage? 

If you’ve had a mortgage offer with us approved but because of current circumstances you can’t complete the purchase, we’re here to help. We can extend your mortgage offer by 1 month to give you extra time to complete buying your new property or re-mortgaging your existing property. 

More about new mortgage offers

Please do not submit a request unless your current offer is going to expire in the next 30 days.

You may be required to provide up to date information on your current financial circumstances and a credit check will be undertaken, this will not have any negative impact towards your credit rating.

Where we can approve your request to extend the offer by up to 1 month, we will email you to confirm your extension within 10 days of receiving this request. If we need any further information to help us process your application we will contact you within the next 7 days.

By requesting an extension to your mortgage offer you are acting on behalf of all parties named on the mortgage.

Extend your new mortgage offer

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Loan Repayment Breaks  

We can no longer accept requests for a new repayment break. However, if you are unable to make your regular repayments we have measures in place to support you in managing your repayments. To understand your options ask Cora, our digital assistant.

 

How to contact us and ask for support with your loan repayments

1. Log into our mobile app

2. Tap 'Help' at the bottom of the screen

3. Tap 'Message us'

4. Quote “Coronavirus” in your message

 

What happens when my loan repayment break comes to an end?

If you have an existing repayment break then when this comes to an end we’ll get in touch to let you know what you need to do. If you have only had one repayment break you can apply to extend the break. Any agreed extension will be for 3 months or stop after your July repayment (whichever is sooner).

 

Find out more about loan repayment breaks

Your repayments will still accrue and you’ll need to repay the deferred repayments, including interest, within an agreed timescale after the deferment period. As interest does continue to be charged, this means that you could end up paying a higher amount overall than before the deferment period.

If you require additional support, please visit our dedicated loan support page.

 

How to apply for a loan repayment break extension

1. Log into our mobile app

2. Tap 'Help' at the bottom of the screen

3. Tap 'Message us'

4. Quote 'payment holiday ending’ in your message

Find out how to get the app

 

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Credit card payment breaks

From 1 April 2021, we can only accept applications to extend an existing payment break provided you have not received the maximum of six months support. Any agreed extension will be for 3 months or stop after your July statement (whichever is sooner).

 

What will happen when my card payment break comes to an end?

When your payment break comes to an end we'll get in touch to let you know what you need to do.

If you require additional support, please visit our dedicated page.

Credit card payment dispute

 

If you’ve not received the goods or services you’ve paid for by credit card, the first step in making a claim is speaking to the retailer to see if they can resolve.

If the payment was made through PayPal, please refer to their Disputes team for details on how to resolve.

 

How to dispute a credit card payment

 

If you’ve tried to contact the company and still need our support you can raise a dispute with the company using our online form.

Dispute a credit card transaction

The limit for contactless spending with your credit card is increasing from £30 to £45.

Retailers need to update their systems to accept these changes, so you don’t need to contact us if your contactless payment over £30 is declined, simply continue to use chip and PIN. You’ll still need to occasionally enter your PIN when presenting your card to prove it’s really you.

 

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Tell me more about the interest free amount

If you’ve requested the interest free amount, this support will continue to apply until the end of your buffer period.

Please note that from 1st April 2021, we are no longer accepting new applications for interest free periods on overdrafts. 

 

If you’ve requested an interest free amount, we’ve also reduced your interest rate

If you requested the interest free amount, we also reduced your overdraft interest rate that you’ll pay for any borrowing above your interest free amount for the same period.

Compare your contractual and temporary reduced rate.

Please note, this isn’t a change to your overdraft terms.

It’s important to remember that after the period ends, we’ll start to charge interest at your contractual rate on the full overdrawn balance.

What support is available?

If you are financially impacted by coronavirus, there are a number of ways in which we may be able to support you.

Please visit our dedicated overdraft support page where you can access this support.

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Increased cash withdrawal limit

 

You can request an increase in your Ulster Bank Debit Card cash withdrawal limit of up to £500 to help you access your money. To do this, you can call us on 03457 424 365 (Relay UK: 18001 03457 424 365).

 

 

Request a contactless card if you have a Foundation account

You can now request a Contactless Debit Card if you have a basic Foundation bank account to make contact free purchases. To do this, you can call us on 03457 424 365 (Relay UK: 18001 03457 424 365).

 

The limit for contactless spending with your Debit Card is increasing from £30 to £45.

Retailers need to update their systems to accept these changes, so you don’t need to contact us if your contactless payment over £30 is declined, simply continue to use chip and PIN. You’ll still need to occasionally enter your PIN when presenting your card to prove it’s really you.

Student and Graduate account - no account changes in 2020

 

If you have a Student account and are expecting to move to a Graduate account this year, due to current circumstances your account will no longer change in 2020.

If you have a Graduate account and are due to move to the second year where your interest free overdraft buffer is reduced, this reduction will also not take place in 2020. 

Instead we will make these changes to your Student or Graduate account in the second half of next year. We’ll write to you closer to the time with more information. This means you can carry on using the current benefits of your Student or Graduate account. 

If we wrote to you in October 2019 about moving your Student or Graduate account to a Select account, this move will not take place until 2021 and again we will write to you closer to the time.

Please note, this isn’t a change to your account terms & conditions.

 

Debit Card payment dispute

 

If you've not received the goods or services you've paid for by Debit Card, the first step in making a claim is speaking to the retailer to see if they can resolve the issue for you.

If you have contacted the retailer and they were unable to assist, we can raise a dispute for you.

 

How to dispute a Debit Card payment

 

We've created a simple online form to make raising a dispute online as smooth as possible.

Here's what we'll need:

  • The retailer name
  • The transaction amount and the date
  • Your account details

Dispute a Debit Card Transaction

 

 

 

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Early closure of Ulster Bank fixed savings accounts to access cash with no early closure charge.

To close your fixed term savings account, you can call us on 03457 424 365 (Relay UK: 18001 03457 424 365).

You can also close your fixed term savings account through Anytime Banking or your mobile app:

Anytime Banking

  • Log into your Anytime Banking account
  • Start a chat with Cora by clicking on the "Need help" icon, then "chat now"
  • Type the following to start your account closure: "I want to close my fixed rate savings account"

Mobile app

  • In your app tap on the "Help" button
  • Tap "Message us" to start a secure chat
  • Type the following to start your account closure:  "I want to close my fixed rate savings account"

 

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Home Insurance payment deferrals

If you're finding it difficult to pay your monthly insurance payments as a result of coronavirus, there are a few different ways we could help you. We can review your levels of cover, change your payment dates or organise a payment deferral.

Before requesting a payment deferral, please read the important information below to make sure you're fully aware of the impact on your insurance.

Payment deferral

  • A payment deferral allows you to stop paying your insurance payments for an agreed period of time and if agreed, it won’t have any negative impact on your credit rating
  • When your monthly payments start again after the deferral, the amount that has been "missed" will be spread over your remaining instalments
  • We will not charge any additional interest to you so the total amount you pay will not increase as a result
  • Payment deferrals should only be used when absolutely necessary, the remaining cost of your insurance policy will still be due, but will be paid for over a shorter period

Agreed payment deferrals will not have a negative impact on your credit score, but if you fail to make the payments after the agreed deferral period it could negatively impact your credit score and could impact your ability to secure credit for a policy in the future (if applicable).

 

What should I do next?

If you're struggling financially then please call us and we’ll see what we can do to help. Please don’t cancel any payments or direct debits through your bank as this can affect your policy with us and may have a negative impact on your credit rating.  

Ulster Bank Insurance Team

For Home Insurance call: 0345 877 6703 

(Relay UK: 18001 0345 877 6703)

How to contact us

We have set up an emergency customer care line for customers who work for the NHS or in social care. It is managed by a dedicated team of Customer Care experts and is open 24 hours a day, 7 days a week.

  • Call us on: 0800 0466 778
  • Relay UK: 18001 0800 0466 778

Our team of experts are ready to help with emergency banking support:

  • advice on taking mortgage or loan repayment holidays
  • accessing fixed term savings account funds without penalty
  • setting up Anytime and Mobile Banking

This dedicated line has been set up so NHS and social care workers can get through to us quickly when they really need us.

 

Please note: Calls may be recorded for training and monitoring purposes. The cost of your call will depend on what phone line you're using.

How to do your banking from home

During this time we want to make it as easy as possible for you to manage and look after your money.

That's why we have made it easy to start using our mobile app and Anytime Banking, or you can chat with one of our bankers face to face with Video Banking.

Bank on your mobile phone or tablet

Our mobile app lets you view your account balances or transactions, move money between accounts and manage your bills.

Find out more about our app in our Mobile banking page.

 

To download the app on your tablet or mobile device open your app store and search for 'Ulster Bank NI'.

 

You can watch how to register on our YouTube video.

 

Our mobile app user guide is also available to provide clear, step by step instructions on getting started with the app. Read it here.

 

Please note: App available to customers aged 11+ using compatible iOS and Android devices and a UK or international mobile number in specific countries.

Log in to Anytime Banking

Use a bigger screen to check your balances or transactions, search through your statements and move money between your accounts.


Discover what you can do with Anytime banking here.

 

To register  you will need:

 

  • To be aged 11 or over
  • Your account number and sort code 

Or, if you are a credit card customer you will need your credit card number and card expiry date.

 

Registering usually only takes a few minutes. Use the link below to get started.

 

Register for Anytime Banking now.

Chat with a video banker

Instead of coming into a branch, you can use your phone, tablet or computer to have a video chat with one of our bankers.

Video Banking is easy to use, confidential and secure. Appointments can be booked between 8.30am - 8pm Monday to Friday and 9am - 3pm Saturdays.

 

What you'll need:

 

  • A device with a camera or webcam
  • A connection to the Internet
  • If your device uses apps, you’ll need to download the Zoom app using a link that we’ll email to you an hour before your appointment
  • If your device doesn’t use apps, you don’t need to download anything.

 

Before booking, please note:

 

  • Video Banking may be recorded.
  • Ulster Bank will collect your name, email, postcode and mobile number to help identify you ahead of your appointment.
  • The information is deleted up to 90 days after your appointment.
  • No bank records are updated as a result.
  • The Video appointment will contain personal data e.g. your image, and will be recorded for training and monitoring purposes (and kept for 6 years).  

 

By consenting to this notice you agree that this recording will be stored with Zoom Video Communications, Inc. on behalf of Ulster Bank NI.

 

For more information please read our Privacy Notice.

 

 

Book your appointment now.

Please note that:

  • App available to customers aged 11+ using compatible iOS and Android devices and a UK or international mobile number in specific countries.
  • Anytime Banking is available to customers aged 11+ with an Ulster Bank account.
  • Video Banking is available between 8.30am-8pm Monday to Friday and 9am-3pm Saturdays. Video Banking may be recorded.
Sending money, getting cash and paying by card

Send money using a mobile number

Need to send money to family or friends? With Paym, you can send money using our app and their mobile number, no sort code or account number required.

You can send up to £250 a day using our app and someone's mobile phone number. It's quick and secure. Here is how you do it:

  1. Check the other person is registered for Paym. If they aren't just get them to check with their bank or visit the Paym website.
  2. Open our app, tap on the account you want to make a payment from, select 'Payments' and then 'Pay your contacts'.
  3. Select the person you want to pay from your contacts, or enter their name and mobile number. Enter the reference and the amount you wish to send.
  4. To ensure your money is safe, we will sometimes ask you to authorise a payment using Face ID/Touch ID on iOS, fingerprint on Android or your app passcode.

You can find out more about Paym in our support centre.

 

Please note:

  • Paym is available on most personal accounts. You can only register for Paym on one account.
  • There is a maximum payment of 20 payments totalling £250 per day.
  • You must be aged 16 and over.
  • You can only pay anyone who is registered for Paym.

Pay someone you haven't paid before

First time paying someone? Send up to £1,000 using your app without a card reader, or log into Anytime Banking to pay more.

Here you can read step-by-step guides on how to pay someone new with the app or Anytime Banking.

 

How to pay someone new with the app

 
  1. Open our app, tap on the account you want to make a payment from, select 'Payments' and then 'Make a payment'.
  2. Tap ‘Select payee’ on Apple devices or ‘Choose payee’ on Android devices and then tap 'Pay someone new'. Follow the guidance on screen.

For more information and full step on step detail visit Paying someone new.

 

Please note:

  • Payments under £1,000 can be saved on the mobile app and will also show in Anytime Banking for future use.
  • You must be aged 16 or over and there is a maximum of 5 payments totalling £1,000 per day.

How to pay someone new with Anytime Banking

 

To do this you will need your debit card and card-reader.

 

  1. Login to Anytime Banking.
  2. Select 'Payments and transfers' from the left hand menu and choose which account you want to make the payment from and click on ‘Pay someone new’.  Follow on-screen guidance.

For more information and full step on step detail visit Paying someone new.

 

Please note:

  • When making the first payment in Anytime Banking, an enabled card-reader will be required. Alternatively, you can make the first payment of up to £1,000 on our mobile app as detailed above.
  • You must be aged 16 or over.

Send money abroad

Send money quickly, securely and safely to support your loved ones who are in other countries.

You can make international payments with Anytime Banking or our mobile app. We won’t charge you a fee to make standard international payments and you will be able to see exactly how much you’ll pay before you make it.

 

How to make an international payment with Anytime Banking

 

  1. Select 'Payments and transfers' from the left hand menu, select 'International payments' and then'Make a Payment'.
  2. If you already have setted up the payee click 'Choose saved payee' and follow on screen guidance. To set up a new payee select 'Get a quote for paying someone new' then select 'Next' and follow on screen guidance. 

For more detail and a step by step guide visit our support page.

 

Please note:

  • The receiving bank may charge you a fee.
  • Once the payee has been set up in Anytime Banking you will be able to use it to make payments through the app. 

You can find the guidance in our Sending Money Abroad page.

Use the app to get cash without a card

Our Get Cash service through the mobile app sends you a code which allows you to withdraw up to £130 from Ulster Bank NI, NatWest or Royal Bank of Scotland branded ATMs, including those at Tesco.

Here you can read the step by step guide on how to use Get Cash code

  1. Log in to the app
  2. Click on the 'Get Cash' icon (you’ll see it at the bottom of the app home screen)
  3. Select an amount between £10-£130 (in multiples of 10)
  4. Click on 'Get Cash Code'
  5. Click on 'Reveal Code' to get your six-digit Get Cash code, or chooose to send it to someone else
  6. Get your cash by going to any Ulster Bank NI, NatWest (in England and Wales), Royal Bank of Scotland (in Scotland) or Tesco ATM, press ‘enter’ and then follow the instructions. Make sure the amount you choose is the same as the amount you chose in the app.

Please note:

  • Withdraw up to £130 every 24 hours at any Ulster Bank NI, NatWest (in England or Wales), Royal Bank of Scotland (in Scotland) or Tesco ATM, as long as it’s within your daily withdrawal limit. 
  • You must have at least £10 available in your account.

Other ways to get cash

We have a number of options to help you access cash, but please stay safe and follow social distancing guidelines.
  • You can get cash and make deposits at the Post Office using chip and pin, if they are still open.

 

  • You can request to increase your standard debit card cash withdrawal limit to £500 per day. To do so, you need to be registered for telephone banking. Visit our Telephone Banking page to know more. 

Apple Pay and Google Pay

Make contactless and secure payments from your Apple or Android devices, no need for a physical card.

Enjoy all the benefits of your debit card and contactless payments but faster, easier and safer. You can use Apple Pay and Google Pay in stores, or online, where contactless is available. All your information is safe with you as no personal data or account data is shared with the receiver.

 

How to set up Apple pay

 

If you have the app, and use an iPhone 6 or above:

  1. Log in to the app, making sure you have the latest version downloaded
  2. On iPhone go to ‘Profile’ > ‘Manage my card’ > Tap the ‘Add to Wallet’ button and follow the on-screen instructions.

For more information you can visit Setting up Apple Pay.

 

 

How to set up Google Pay

 

  1. Open the Google Pay app on your device. You may need to download it from the Google Play Store (opens in a new window)
  2. Select '+' to add your card and billing address details and follow the on-screen instructions

For more information you can visit Setting up Google Pay

"Tap and go" with contactless card payments

If you have to pay for things in stores, use your contactless card to pay for purchases up to £45.

Paying with contactless is an easier and faster way to pay, it's available in the majority of outlets in the UK.

 

Simply touch the contactless reader with your card to pay for anything that's £45 or under, in less than a second. There's no need to insert your card into the reader or enter your PIN.

 

To check it’s really you when using contactless, you’ll occasionally be asked to input your PIN when you present your card.

 

Find out more about contactless or other ways to pay visit our contactless page.

 

 

Tips to stay safe when shopping online

Here you can find some useful tips on how to shop online safely.
  • Update your apps and computer software - Install the latest software on your computer, tablet or phone which could help protect your information.
  • Make sure the website is secure - Check the URL and only use trusted websites (look for the security padlock at the start of your address bar).
  • Make sure we have your correct phone number - All online payments are analysed for irregularities by our Fraud team. If we suspect or become aware that your account may be subject to fraud, we will attempt to contact you, either by phone or text. Your payment could be interrupted if we can’t contact you to confirm it’s genuine.
  • Be aware of new security measures - New regulations mean we need to check it’s really you more often when making purchases online. To do that we will text you a one-time passcode (OTP) to your mobile. If you’re in an area with poor phone coverage there will be other options available to receive an OTP.
  • Be aware of scams - Be careful of unsolicited and suspicious emails, phone calls or texts requesting personal information like passwords or account information following your purchase. If in doubt, do not click on any links or download files.
  • Take advantage of one-click service - With some shops you can use one-click-payments. You set up your account details, prove you are the right cardholder, and then you can shop online easily without the need to insert your card details every time.
  • Keep your devices safe and secure - Install antivirus on your devices. We have partnered with Malwarebytes, a provider of industry recognised cyber security solutions to make their Malwarebytes Premium product available for free to protect up to 10 devices of your choosing. Find out how to get Malwarebytes.
  • Saw something you don't recognise? - If you spotted a transaction you don't recognise or you got charged something different than you expected, we got you covered. Visit our Card payment support page.

Visit our Security Centre to find out more on how to protect yourself.

Be aware of scammers

Be aware of emails promoting fake cures

Be alert to suspicious phone calls, texts or emails about coronavirus from anyone claiming to be from the bank or other trusted organisations. We’ll never ask you for your full PIN, password, card reader codes, one time passcodes or to move money from your account.

Watch out for impersonation scams

Be vigilant if anyone you don’t know comes to your door pretending to be from the NHS, WHO or another organisation offering products or services relating to coronavirus. Don’t hand over money or personal details.

Tax refunds linked to Coronavirus

The HMRC will not contact you by email to discuss tax refunds, so never click or respond.

Never download attachments from emails you have received out of the blue.

Talk to us if you are unsure something is genuine

If anyone gets in touch unexpectedly and asks you for information, please hang up or do not reply. Get in touch directly using the number on the back of your card, or a number you trust. If possible, call us from a different phone or mobile.

Visit our Security Centre
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