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Review of the United Trust Bank, Personal Savings:

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Improvements needed

There are a few areas where UTB processes and documentation could be improved. 1. The Ts and Cs are unclear about how much notice you will be given when the interest rate on your account reduces. When I raised this via email I was given a useless reply. I also raised this on Trustpilot and got a more sensible reply and the person replying agreed with me and said when the UTB Ts and Cs document is updated, this information will be made clearer. 2. I received an SMS to notify me of my first deposit into my notice account. Then I received individual letters in the post to advise me of my first four deposits into my notice account. I have now received an email with a link in it asking me to input details from my National Insurance number to see a document. I was concerned that this might be a phishing scam and so sent a secure message. I was told that I had been sent a statement via email yesterday and so this was 'likely not to be a scam' - hardly assuring!. This raises a number of issues. a) Why is the process for notifying deposits so inconsistent? b) Why does UTB send documents via email with a link within the email to retreive the document. Surely this is contrary to good security practice. We are advised to never click on links within emails. All other providers I use only send emails advising me to log into my account to read messages or view documents. They never provide links in emails. The email says that the document will only be available for 90 days - so that adds a bit of urgency to the situation - exactly what the authorities say scammers do. Reviewed on: 26th January 2024

Reply from United Trust Bank Thank you for your review, and for your time on the phone the other day. It was good to talk to you further about your concerns, and discuss with you the improvements we are making to our service, which will mean information is clearer upfront for our customers. As we are moving towards sending digital communication, you may find that some letters are received by post in the first instance, before reverting to email at a later date, but your feedback on this is valuable. If you are ever unsure about an email received from us, the best thing to do is call us on 020 7190 5599 between 9am and 5pm Monday to Friday, where an agent will be happy to put your mind at ease. Nick Response date: 1st February 2024

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