Complicated process to add and remove people to the business account and change their accessibility requirements. Also they are unable to pay wages until 10am! Changed payment day to day before and still waiting for them to pay into accounts at 14:35

Luke at Unity Trust Bank was helpful, speedy and supportive with our application for a new account.

I started using Unity Trust Bank last year. I have had a number of issues since joining. Their processes are antiquated and involve lots of red tape. Everything seems to be paper based, including a wet signature for absolutely everything, which seems incredible in this digital age. Their saving grace is their customer service staff. Everyone that I have dealt with has done their best to support me, within the constraints placed on them. One member of staff, Dwayne, has stood out especially. He took ownership of multiple issues I have reported and has seen them through to resolution. I’m not sure where I would have been without his help. If the bank could just bring its processes into the 21st century it would make all the difference.

The person touch used to be superb with the contact centre, now it seems to be getting the problem moved to another team. I hazard a guess that they are targeting speedy calls now, like every other bank. What changed?

I have been dealing with Nikki Lee. Her prompt actions and attention to detail have helped me enormously this morning and we are now on our way to completing the tasks in hand.

This bank is brilliant! In fact, it’s unique in the level of customer service it offers.
If you have a problem or a query, you can always get through to an actual person immediately and the help and advice you receive is second to none. Advisors are knowledgeable, patient and caring. Advice is clear and personalised. I have just spoken to a lovely lady called Helen M. She looked after me really well and took the time to investigate my situation fully and comprehensively. Nothing was too much trouble and I came off the phone feeling reassured and confident that all was resolved. She is an absolute credit to the company. This has been the same for all the advisors I’ve spoken to over the years of being with the bank.
This personal customer service is so rare in these days of AI support and lengthy waiting times. I cannot recommend this bank highly enough.

I had a problem with logging into my account. spoke with Helen M who i have to say was very professional in assisting me with the issue, not only that she was patient and extremely helpful in navigating me through the necessary course of action to take. very satisfied with the service.Winston.R

I had issues logging into the system for the first time. Jai was very helpful, he had to change something which was not working and then stayed on the line to make sure all of the subsequent steps worked. So, it was frustrating that the system did not work (hence 4stars not 5) but it was resolved easily with Jai's help.

I had to call to get assistance with our charity account and couldn’t be more pleased with the service I received from Helen & Alex. Very little delay in connecting and both staff were a credit to the bank.
Thanks again
Gordon

absolutly over the moon. Elizabeth this evening was amazing. the helped me through the process today,with patience, understanding reassurance she did it.
She wore the essence of UNITY" in practice. Any company should be soooo proud of her work. in fact it all comes at once : great weekend ahead, a birthday/ rebirth really and great Joy. thank you Elizabeth

I was struggling to set up online banking as I has forgotten some of the details I was obviously asked for when I requested it - Doh...! Rang Unity and was put through to Jai who was super-helpful and stayed on the call with me until I was successfully done.

The contact, Helen, was very patient, gave clear advice and it helped that what I had thought was my inadequacy was shown to be incorrect.

Jai was most courteous and helpful polite and patient in helping me with my set up of online banking, talking me through each stage and checking I could repeat my log in once logged off.

Brilliant service, thanks to Jai.

Jai at Customer Support was excellent in helping me through the new user process, thank you 😊

Helen M is extremely patient, professional and helpful 😊

Jai was excellent, when I called about a login problem. very helpful and knowledgeable.
Brilliant, thank you

I would like to commend a very helpful customer service rep named Kulvinder, who helped me sort out the problems with my account. She was VERY patient and understanding and made me feel so comfortable whilst dealing with the problem. Thank you Kulvinder.

Processes are PAINFULLY slow, but staff are always super helpful. Thank you Jai for your patience and guidance

It took 3 weeks to receive an activation code by post by which time it was out of date. It then took >5 attempts (c. 15 minutes each time) to get through by telephone.

HOWEVER, once finally connected today the advisor Jai, was diligent and patient and finally got be logged in. Without him I would have given up