Putting Customers First - Corporate Sustainability | Ulster Bank

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Making a difference for our Customers

Becoming a Digital First Bank

 

The world around us is changing all the time and our customers expect smarter products, better services and more meaningful experiences that provide significant help in their everyday lives. We want to be relevant today, tomorrow and in the future for all our target customer segments and this is why we empower our staff to be innovative with a digital-first mindset when creating solutions for our customer.

Our Anytime Internet Banking service is a simple and secure way to manage your money at any time, 365 days a year, from the comfort of your own home. And our banking app is marketing leading* in terms of security, ease of login and overall simplicity of use.

We continue to add new features on a regular basis to these platforms to ensure that we provide our customers with as wide a range of banking functionality as possible. For more information, simply click here.

Customer Complaints

A customer may be vulnerable due to a physical or mental disability, sight or hearing loss, serious illness, stressful life event, financial stress or other issues that may mean a customer needs extra support from us, either temporarily or long-term. As part of the NatWest Group, Ulster Bank customers benefit from a bank-wide programme to improve the experiences of customers in vulnerable situations. Highlighted below are some the key roles and services that we have in place to help our most vulnerable:

Our Community Bankers promote social and financial inclusion through community led financial education and helping our customers (especially the vulnerable), make informed financial decisions through initiatives such as personal financial reviews, scams and fraud workshops and digital tools to manage their personal finances.

We have a dedicated Bereavement Services team to help make things as easy as possible for customers sorting out the financial affairs of someone they have lost.

 

Supporting Vulnerable Customers

A customer may be vulnerable due to a physical or mental disability, sight or hearing loss, serious illness, stressful life event, financial stress or other issues that may mean a customer needs extra support from us, either temporarily or long-term. As part of the NatWest Group, Ulster Bank customers benefit from a bank-wide programme to improve the experiences of customers in vulnerable situations. Highlighted below are some the key roles and services that we have in place to help our most vulnerable:

 

  • Our Community Bankers promote social and financial inclusion through community led financial education and helping our customers (especially the vulnerable), make informed financial decisions through initiatives such as personal financial reviews, scams and fraud workshops and digital tools to manage their personal finances
 
  • We have a dedicated Bereavement Services team to help make things as easy as possible for customers sorting out the financial affairs of someone they have lost
 
  • We have a Community Protection Advisor who raises awareness of vulnerability issues and provide guidance and support to our frontline staff so that they in turn can respond with empathy to customers who find themselves in vulnerable situations
 
  • We collaborated with the Health Service Executive (HSE) to deliver a specially designed training session to some of our customer-facing colleagues
 
  • All our colleagues (whether in customer-facing or support roles) complete an e-learning module which focuses on assisting vulnerable customers

 

Protecting our customer’s money and data

 

RBS and Ulster Bank invest heavily in fraud prevention and detection systems to keep our customers’ accounts and information safe and secure. Training on fraud prevention and detection is mandatory for all our employees, not only those serving our customers.

Equally, we are working to help our customers protect themselves against frauds and scams. Our fraud prevention team was active on the ground last year, delivering 14 customer awareness events, reaching 600 business and personal customers. These information sessions feature video footage of common scams, show the devices and tactics used by scammers, and give guidance on protecting personal and business accounts. We’re also using social media as anincreasingly powerful way to update customers on ways to protect their identity and money.

Specifically for our business customers, we updated our ‘Fraud – Know the Risk and Protect your Business’ brochure, launched a new ‘Could you spot a scammer’ leaflet and improved our Security Advice web pages – making it easier for customers to find information on fraud. For more information on our approach to customer information security please visit our Security Centre

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