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General

Q: I live in Nigeria, can I still open an account with you? What kind of account can I open?
Q: How do I order a new cheque book?
Q: What should I do if I lose my cheque book?
Q: How is interest calculated on my account?
Q: When is the interest credited to my account?
Q: How safe are direct debits?
Q: What do I do if I want to cancel a direct debit?
Q: When can I draw out money after I have paid in a cheque?
Q: What is the cheque clearing cycle and how long does it take?
Q: What documents do I need to produce in order to open an account?
Q: How do I send money abroad?
Q: How much do I need to open an account?
Q: Is there a charge for running my account?
Q: How can I obtain a balance of my account?
Q: Will I get a statement of account from you?
Q: Do you issue cheque books?
Q: How do I stop or cancel a cheque or my chequebook?
Q: Is my money safe with UBUK?
Q: How do I make a complaint?

Internet Banking

Q: What is Internet Banking?
Q: What banking transactions can I perform with Internet Banking?
Q: What do I need to start using Internet Banking?
Q: How safe is Internet Banking?
Q: What if I forget my Internet Banking Password or Pin or if I am locked out of the system?
Q: Why has the Bank introduced a Virtual Keyboard?
Q: How do I use the Virtual Keyboard?

General

Q: I live in Nigeria, can I still open an account with you? What kind of account can I open? 

A: Yes, you can open an account with us here in London with proofs of your identity and address in Nigeria.
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Q: How do I order a new cheque book? 

A: Contact the Bank’s Customer Services Department by email: customerservices@ubnl.co.uk or by phone: +44 (0) 20 7920 6100.
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Q: What should I do if I lose my cheque book? 

A: Please contact the Bank as soon as possible, to have it cancelled.
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Q: How is interest calculated on my account? 

A: Credit interest on your balance is calculated daily at the published rate for your account on the cleared account balance at the close of business. Where the interest earned on an account is subject to income tax, the amount of tax deducted will be shown on your statement when the interest is credited to your account. If you require a detailed explanation of how we calculate interest then please contact us.
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Q: When is the interest credited to my account? 

A: Interest is credited to your account on the last working day of each month. However if you have a fixed deposit with us, interest will be credited upon maturity of the deposit.
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Q: How safe are direct debits? 

A: Direct debits are very safe. All direct debit payments made on your behalf by UBUK are protected by the Direct Debit Guarantee Scheme which means that if a payment is made incorrectly, you are entitled to an immediate and guaranteed refund from us of the amount paid.
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Q: What do I do if I want to cancel a direct debit? 

A: You should contact us and provide us with the name of the originator (ie the organisation that the money is being paid to), and the amount and frequency where appropriate. It is also a good idea to contact the originator as well.
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Q: When can I draw out money after I have paid in a cheque? 

A: You can draw out the money four banking days after the day that you paid in the cheque (so long as it is a cheque drawn in sterling and on a UK bank). So if you paid in a cheque on Monday, you will be able to draw out the money on the following Friday. This does not mean that the cheque has been paid and we may still need to debit your account if it bounced by the drawer’s bank. Remember also that you must add on an extra day if there is a Bank Holiday during the period.
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Q: What is the cheque clearing cycle and how long does it take? 

A: When you pay a cheque into your account it has to be sent to the drawer's bank for payment for that bank to decide if it will honour the cheque. It may not if, for example, the person who gave you the cheque hasn't enough money in their account. This process is known as the central cheque clearing cycle and normally takes three working days. We also need to allow extra days for an unpaid cheque to be returned.
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Q: What documents do I need to produce in order to open an account? 

A: You will need to provide us with evidence of your identity and your usual permanent residential address. This is usually in the form of your current international passport and a current utility bill which shows the address and your name. We will, however, consider other appropriate documents that you have. See Personal Banking or Business Banking for more information.
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Q: How do I send money abroad? 

A: To do this you will have to provide us with full details of the beneficiary, including name and address, and full details of the beneficiary’s bank. You must also provide us with the purpose and nature of the payment. We may not be able to process the payment on the same day we receive your request. However, we will make every effort to ensure that the payment is processed by close of business on the following working day.
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Q: How much do I need to open an account? 

A: A minimum opening deposit of £2,000, US$2,500 or €2,000, is usually required to open an account.
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Q: Is there a charge for running my account? 

A: There is a monthly maintenance charge which is stated in our charges tariff. There are also other charges for standard services. You will receive a copy of the current tariff when you apply to open an account. Alternatively a copy is available on our website.
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Q: How can I obtain a balance of my account? 

A: You can telephone us for your balance. However, we will disclose this to you only when we have sufficiently identified you. Alternatively you can register for our internet banking service and obtain your balance from there.
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Q: Will I get a statement of account from you? 

A: You will receive a statement of account at a frequency agreed with us. Usually this will be monthly.
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Q: Do you issue cheque books? 

A:You will be issued with a cheque book on your current account, if you request one.
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Q: How do I stop or cancel a cheque or my chequebook? 

A: You may want to stop a cheque, for example, if it gets lost or stolen or you no longer want the payment to go through. You may also want to put a stop on the remaining cheques in your chequebook if it's been lost or stolen.

To do this, contact us immediately on the contact numbers provided to you. Provide as much information as you can, eg your account details, the cheque number (which you can tell from the cheque stub), who it was made payable to and the amount. There may be a charge for a stopped cheque, depending on the circumstances.

If you find the cheque or chequebook later or change your mind and want to remove the stop, contact us as above. Give the member of staff details of the stop, including the date the stop was applied, and it will be removed.
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Q: Is my money safe with UBUK? 

A: Yes, your money is safe with us. The Bank is a member of the Financial Services Compensation Scheme established under the Financial Services and Markets Act 2000.

In the unlikely event of you needing to make a claim, the Financial Services Compensation Scheme guarantees the first £85,000 of your deposits. For joint accounts, the scheme guarantees the first £170,000 of your deposits.

Most depositors, including individuals and small firms, are covered and deposits denominated in all currencies are treated alike.

Further details of the FSCS are available from us or by writing to the FSCS at, 7th Floor, Lloyds Chambers, Portsoken Street, London, E1 8BN. Alternatively, you can visit the FSCS website at www.fscs.org.uk or phone 020 7741 4100
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Q: How do I make a complaint? 

A: We are committed to providing a high standard of service to you and all our customers. Occasionally we may not live up to our promises and if this happens we want to hear from you.

The Bank is a member of the Financial Ombudsman Service and we have our own internal procedures to deal with any complaints. We will provide you with a copy when you open your account and they are also available on our website. Further details of the Financial Ombudsman Service scheme can be obtained from us or visit www.financial-ombudsman.org.uk

If you wish to make a complaint about any aspect of our service, please write to the Managing Director, Union Bank UK plc, 1 King's Arms Yard, London, EC2R 7AF.
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Internet Banking

Q: What is Internet Banking? 

With Internet Banking you can currently view your bank accounts and obtain statements online. It's easy, convenient, and available to you anytime via an Internet Connection and a Web Browser that supports 128 Bit encryption.
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Q: What banking transactions can I perform with Internet Banking? 

A: Internet Banking allows you to manage your accounts and banking transactions more closely and it gives you greater control over balances, transfers and fixed deposits.

When logging on to the service you can:-

  • View balances and transactions on your accounts and print statements
  • Transfer funds between your own accounts or to any other account within the bank
  • Stop cheque payment, order cheque books , check cheque status
  • Funds transfers from your Account to International bank accounts (Outgoing transfers)

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Q: What do I need to start using Internet Banking? 

A: All you need to start banking online is an account with us, a computer with Internet access and an Internet browser that supports 128 Bit encryption. Please visit our Internet Banking site to download the application form. To register you will need to maintain an account with us. You will be required to supply your customer account, name,address,email address (optional) and security information. This link also contains the Terms and Conditions pertaining to the use of this service as well as a help guide.
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Q: How safe is Internet Banking? 

A: The security of your accounts and the reliability of this service is of utmost importance to us. We use 128-bit encryption, which is one of the most advanced technologies available for safeguarding your online banking. In the browser window when logging on to the service you will see a 'Padlock' (by the address bar in Internet Explorer 7 and the task bar in IE6). This confirms that the site uses https. In addition, you will see in the lower left hand corner of the login screen that the site is verified by Verisgn. This seal opens a further window that confirms the identity of our site and the Bank.

We remind you that to use our Internet Banking service, your browser must support 128-bit encryption.

Please note that Union Bank UK plc will not communicate with you by e-mail asking that you complete or update your Account or Internet Banking information online.
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Q: What if I forget my Internet Banking Password or Pin or if I am locked out of the system? 

A: If you forget your Password or Pin, please call our Internet Banking helpdesk team on +44 (0) 20 7920 6139. For your security and protection, your Password and/or PIN will be generated and sent to your address in the same manner that the initial Password and/or Pin was sent.

Further FAQs will be added to this page as and when additional components of our Internet Banking service are released. For example, Funds Transfers.
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Q: Why has the Bank introduced a Virtual Keyboard? 

A: There are many threats to using a computer in today's world. One of these is key logging where a bit of software / malware resides on your PC or another PC that you may use for Internet Banking etc., and this software / malware logs your keystrokes.

These keystrokes are then sent to an unauthorised party.

Because a virtual keyboard uses an on-screen component, key strokes cannot be logged in a conventional way and the use of screen grabbing technologies do not (currently) pose a significant threat. All our customers should invest in and use defense software to combat these threats.

The alpha characters follow the convention of a standard QWERTY keyboard. Numerical characters are randomised on each visit / login to the site.
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Q: How do I use the Virtual Keyboard? 

A: Under User ID type your Internet Banking User ID. Click on the Password Field using your mouse button. Entry into this field will be via the clicked keystrokes on the virtual keyboard.
Note: To change Case from lower to upper or from upper to lower use the mouse and click on CAPS LOCK.

Once you have entered your password click on the Pin field.
Note: This field uses the numerical keys.

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For any additional assistance please contact our Internet Banking Helpdesk: +44 (0)20 7920 6139

 

Is there a charge for running my account?