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 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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Payment holidays for up to 3 months to support with the impact of coronavirus on your mortgage.

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

Apply for a mortgage payment holiday

Mortgage offer extension

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.

How to apply

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.

Request a mortgage offer extension

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Loan repayment deferrals

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 deferral 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 deferrals

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

Manage your loan

 

How to apply for a loan repayment deferral

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

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You can apply to increase your credit card limit

If you want to apply to increase your credit card limit, we've included step by step instructions below.

 

Mobile App

 

1. Log into our mobile app

2. Select the relevant credit card

3. Choose 'Manage Credit Limit' and follow the onscreen instructions 

 

Anytime Internet Banking

 

1. Log in to Anytime Internet Banking

2. Select 'Cards' from the main menu.

3. In the 'Manage your personal credit card' section select 'Manage your credit limit' from the menu.

4. Add your annual income, requested credit limit and the last 5 digits of your Ulster Bank credit card to the online form and select 'Submit'.

 

 

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.

Cash advance fee refunds

Refunds on request for Ulster Bank credit card cash advance fees, where you've needed to access cash in an emergency

Removal of credit card late payment fee

We won’t charge a late fee for any credit card payments due from 1st April until 30th June 2020. You don’t need to get in touch, we will do this automatically. You should still try to make at least your minimum monthly payment on time to avoid affecting your ability to get credit in the future.

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

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

 

 

 

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Overdraft rates

 

From Monday 30th March until 14th July, all of our Personal Banking customers using their overdraft will pay less as we’re keeping overdraft interest at their current rates and they won’t pay any fees or charges.

More about overdraft rates and charges

You can request £500 interest free on your existing arranged overdraft

You can request £500 interest free on your existing arranged overdraft, or up to your existing arranged overdraft limit if it is lower than £500. This is a temporary measure and will be interest free from application date for three months. Please remember that after the three months ends, we will start to charge interest on the full balance.

If you feel you need help during this difficult period, an interest free overdraft may provide some short term assistance.  An overdraft is meant to be used to assist with temporary shortfalls in income and not for longer term spending needs.  Please remember that an overdraft represents a debt and will have to be repaid. 

To apply for £500 interest free on your existing arranged overdraft, please submit our online form.

Overdrafts online form

Alternatively, for more information on this temporary overdrafts measure, please visit our overdrafts page.

More about overdrafts

This temporary overdrafts measure only applies to our existing overdrafts customers. If you'd like to apply for a new overdraft*, you can do so online. Once you have applied and been accepted for a new overdraft, you can then apply for the temporary measure of £500 interest free on your overdraft.

Apply for a new overdraft

*Eligibility criteria applies

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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.

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).

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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

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.

 

Coronavirus appeal

 

Help us raise £10m towards the National Emergencies Trust's Coronavirus Appeal

So far, you’ve dug deep and helped us raise a huge amount of money for the National Emergencies Trust’s Coronavirus Appeal, to help people in the UK cope with this pandemic. And whatever you donate, we’ll double it, up to 30th June or until £5m of donations has been reached. Terms apply. 

We’re still short of our £10m target, so please give what you can and together we’ll make a difference. #UlsterBankDonationDoubler

Donate Cash

 

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