Closing your account

Additional Support

General

How can I reclaim funds from a dormant account? Close

You can find comprehensive information on Dormant Accounts including a claim form from page 8 of the BPFI Guide to Dormant Accounts.*

The Dormant Account Claim Form can be submitted by email to UlsterBankBalanceReclaims@ulsterbank.com or by post to Dormant Reclaims, Ulster Bank Ireland DAC, 11-16 Donegall Square East, Belfast, BT1 5UB.

When submitting the claim form, you will be required to provide certified photographic identification and address verification. You may need to provide supporting documentation depending on your circumstances, which we will advise you of.

Please contact our Telephony team (Tel: 0818 210 260 – 8am to 8pm Monday – Sunday), who can send you this form by post or email. Documents can be certified by the secure personalised link sent to your email address by our Telephony team.

*This link is included for guidance purposes. Ulster Bank is not responsible for the content of third-party websites.

How do I make a complaint Close

If you are not satisfied with any aspect of our service, you can tell us about your concerns in any of the following ways:

• Online

If you would like you can let us know what has gone wrong by completing our complaint form.

• By phone

o help us understand what has gone wrong and how we can help, some customers find it easier to talk through their issues. To talk to a member of staff, you can call us on 1800 200 162 or if calling from abroad 00353 1 709 2042.

• In writing

Send a letter with details of your complaint, your account number and sort code to your branch or to: Ulster Bank - Freepost, Customer Care, 1st Floor, Block B Central Park, Leopardstown, Dublin 18

Financial Difficulty

I am currently engaging with Arrear Support Unit (ASU) to get back to financial health - will you still support me? Close

Yes, our ASU team will continue to support customers to find a long-term sustainable solution. If you are in financial difficulty, it is important that you engage with ASU to complete a financial assessment. This can be completed using our online portal at Struggling Financially - Help and Support | Ulster Bank or you can contact ASU on 1800 435 763 for Mortgage Support and 0818 210 276 for Personal Debt support.

I am currently in an Alternative Repayment Arrangement with the bank, should I continue to pay this? Close

Yes, it is important that you continue to meet the monthly repayments you have agreed with the Bank as part of an alternative repayment arrangement. If your circumstances change and you are no longer able to maintain the agreed payment, then please contact the Arrears Support Unit on 1800 435 763 for Mortgages and 1850 201 210 for Personal Debt.

My mortgage is in arrears; will my mortgage be sold to a so-called vulture fund Close

There is currently no agreement to sell mortgages in arrears to a third party, but it’s important to us to help you manage your mortgage. Our Arrears Support Unit (ASU) will continue to be available to support you in finding a long-term sustainable solution. If you are in financial difficulty, we can assign a dedicated case manager to help you. If you would like to have a case manager appointed to help you, you can request this by contacting the ASU on 1800 435 763 for Mortgage Support. If this changes in the future, we will communicate directly with you via email and / or letter to provide advance notice of any changes or actions required

I’m currently going through Legal proceedings, what will happen to my case Close

All legal proceedings will continue as normal. However, if you would like to engage to find a solution to your financial difficulties, you can request a case manager by calling the ASU on 1800 435 763 for Mortgage Support. If your difficulties relate to Personal Debt, please contact 1850 201 210.

I am currently in financial difficulty; how will I be able to find new banking facilities with another provider? Close

We will continue to support you with your existing bank products and services. However, we are actively helping customers who wish to review their banking options. When you are ready to take action, we are ready to help. Our ASU team will continue to support customers to find a long-term sustainable solution. If you are in financial difficulty, it is important that you engage with ASU to complete a Standard Financial Assessment. ASU will continue to work with you to find a solution to your financial difficulties. You can contact ASU on 1800 435 763 for Mortgage Support and 1850 201 210 for Personal Loan Debt support.

Safekeeping

What do I need to do to collect my item(s)? Close

Please complete details on the customer request form and our Safekeeping Support Team will be in contact with you to assist with the collection of safe keeping item(s).

I’m unsure if I hold a Safekeeping item with you? Close

Please contact us on 0818 210 260 (Monday to Friday 9am to 5pm, excluding Bank Holidays) and we can support your query.

From outside of Ireland call 00 353 1 8047475

Need more support? Close

For additional support please call us on 0818 210 260 (Monday to Friday 9am to 5pm, excluding Bank Holidays).

From outside of Ireland call 00 353 1 8047475

What do I need to do to collect the item(s) in the event I am the Legal Personal Representative? Close

Please complete details on the customer request form and our Safekeeping Support Team will be in contact with you to assist with the collection of safe keeping item(s).