Coronavirus

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Coronavirus (COVID-19)

We're here to support you

An update from Ulster Bank on coronavirus

We understand that these are uncertain times, and many of you may be worried. If you’re concerned about being affected financially or being unable to get to the branch due to coronavirus, we’re here to help. We will use this page to let you know of what help and support is available, and to give you updates on our services.

We are participating in the NHS COVID-19 contact tracing activity. This means we may share your phone and email contact details with the NHS contact tracing team if there is a risk you have been within 2 metres of someone who has symptoms of COVID-19.

We are currently experiencing very high call volumes, please only call if essential. Due to the number of calls your line may be silent while waiting to speak to us.

Financial support available to you
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Existing customers - Your first payment holiday

If your income is temporarily affected by coronavirus we could offer you a mortgage payment holiday of up to 3 months at a time, for a maximum of 6 months in total.

There are a few different ways you can apply for a mortgage payment holiday. Before you apply, there is important information that we need to tell you to ensure that you are fully aware of the impact on your mortgage.

Our dedicated page contains all of the important information that you need to read, and instructions on how to apply for a mortgage payment holiday.

Coronavirus: mortgage support

Existing customers - End of payment holiday


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 3 months 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 3 months, 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

If you are finding it difficult to pay your monthly loan repayment as a result of coronavirus, then you can ask for a 3 month loan repayment break which won’t impact your credit score.

Please note, 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 per month than before the deferment period.

 

Find out more about loan repayment breaks

Our manage your loan page contains more information about applying for a loan repayment break.

Manage your loan

 

How to apply for a loan repayment break

Log into our mobile app, simply tap 'Help' at the bottom of the screen followed by 'Message us' and quote 'coronavirus loan' in your message.

Find out how to get the app

 

What will happen when my loan repayment break comes to an end?

When your repayment 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 loan support page. 

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Credit card payment breaks

If you are finding it difficult to pay your monthly credit card payments as a result of coronavirus, then remember that you can reduce payments to the minimum amount. If you still feel that you cannot pay the minimum, then we could provide a credit card payment break without impacting your credit score. This would mean for 3 months, you will only pay £1 per month. Interest will still be applied during this time so your minimum payment will be higher than usual once the payment break ends.

 

More information and how to apply

If you want to find out more about applying for a credit card payment break, please visit our manage your credit card page. 

Manage your credit card

 

How to apply for a credit card payment break

Log into our mobile app, simply tap 'Help' at the bottom of the screen followed by 'Message us' and quote 'coronavirus credit card' in your message.

Find out how to get the app

 

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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Request up to £500 interest free and a lower interest rate

If you’re financially impacted by coronavirus, you will have until 31st October 2020 to request £500 interest free on your existing arranged overdraft (or up to your existing arranged overdraft limit if lower than £500) for a 3 month period. 

We'll also reduce your interest rate on any borrowing above the interest free amount for the same period.

If you request the interest free amount, we'll also reduce your overdraft interest rate that you'll pay for any borrowing above your interest free amount for the same period.

The interest rate will be the temporary reduced rate that was in place prior to 7th August 2020.

Compare your contractual and temporary reduced rate.

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

What if I've already requested the interest free amount?

If we’ve already agreed an interest free period on your overdraft as part of the coronavirus support on or before 1st July 2020, we’ll automatically extend this for you for a further 3 months from when your interest free period was due to end - so, you don’t need to reapply.

We’ll also keep your interest at a temporary reduced rate, on any borrowing above your interest free amount for the same extended time period.  This will happen automatically. If we have a mobile phone number for you, you should have received an sms in July to confirm this.

It’s important to remember that after the further 3-month period ends, we’ll start to charge interest at your contractual rate on the full overdrawn balance. 

Compare your contractual and temporary reduced rate.

These are temporary measures to support customers who are financially impacted by coronavirus

It's important to remember that after the 3 month period ends, we’ll start to charge interest at our standard rate on the full overdrawn balance. 

You can use our overdraft cost calculator to check what your interest rate will be and what an overdraft would cost you based on your circumstances when the temporary measures end. 

How do I make the request?

If you have an overdraft with us, just fill in a few details to make the temporary interest free and lower rate request.  Have your account number and sort code to hand. 

For more information, please visit our Overdraft coronavirus support page.

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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 could change your payment dates or organise a payment deferral for up to 3 months.

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

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)

Be aware of scammers

We want to keep you safe. Scammers are taking full advantage of the worry and uncertainty being caused by coronavirus. It could be easy to let your guard slip, but keeping your money safe and secure really is more important than ever.

With scammers looking to exploit every opportunity they can, you’re more likely than ever to be a target of their tricks. Don’t become a victim – by sharing the tactics scammers are using right now, we can help you keep you, your family, friends and those in your local community safe. For more information on how we can help keep you and your money safe and secure, please visit our security centre.

Security centre
Protecting against financial abuse

Ulster Bank and our specialist teams work in partnership with UK charity SafeLives, to protect and support customers who are victims of financial abuse.

If you're affected by financial abuse, we can offer support to help you regain control of your finances. The most important thing is that you talk to someone - there is always help available to you.

Financial abuse support

Coronavirus

Travel plans and coronavirus

If you are concerned about planned travel arrangements and how coronavirus could impact them, it's best to contact the company you booked with in the first instance for further guidance. 

For questions about coronavirus and the Ulster Bank travel insurance included with your packaged account benefits, please see our FAQ page.

Coronavirus travel insurance FAQs
Helpful information

Latest updates

Check how our services are running on our service status page.

You can view which of our branches are open and the latest opening times on our branch locator.

Find out what support is available for business customers on our business coronavirus support page.

Independent support

A coronavirus support page from The Money Advice Service.

Latest coronavirus updates and advice from GOV.UK and the World Health Organization (WHO).

Renters and landlords support from the Housing Executive.

 

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