So efficient I had tried to set up an easy access account with our existing current account bank - Virgin - we had been with them since the 1980s (originally as Clydesdale)! 3 months later and... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have been saving online with United Trust Bank for a few years now - attracted by high rates, especially for fixed-term ISA products. I have always found the website to function as it should. As... See more
Company replied
After a glitch in opening an account a staff member intervened and asked us how we wanted to proceed - and then made personally sure we got what we asked for. She really owned the problem and fixed it... See more
Company replied
We recently moved house and customer service handled the change of address opened our new account, arranged for the 40 day account to be closed and transferred into the new account when the 40 days h... See more
Company replied
Company details
Written by the company
We are an award-winning specialist UK bank, incorporated in 1955. We offer a range of fixed term and notice deposit accounts and ISAs to individuals, businesses and charities. We provide a variety of loans, funding facilities and mortgages to individuals, housebuilders, property investor/developers and SMEs.
FSCS Protected
UTB customers are protected by the Financial Services Compensation Scheme.
And because we don’t share a banking licence with any other bank, you’ll get the full benefit of the protection up to the scheme’s limits wherever you have other savings put aside.
Contact info
One Ropemaker Street, EC2Y 9AW, London, United Kingdom
- 0800 083 2228
- customerexperience@utbank.co.uk
- utbank.co.uk
4.7
Excellent
4K reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Problems setting up a 2nd account
I had lots of issues trying to set up a 2nd account. Maybe your systems weren't working properly at the weekend? But I was unable to download all the mandatory reading which meant I could not complete the application. I did not received an email telling me how to resume my application but this was resolved when I sent a secure message.
When I finally succeeded the information on how to pay in was incorrect. Instead of telling me the new account number and sort code it told me to quote my own nominated account details which I found worrying.
January 25, 2026
Reply from United Trust Bank
Thank you so much for your review, I am sorry to hear that setting up your second account caused you to be frustrated. I would be very happy to have a conversation with you regarding your feedback to get in to the specifics. If you could email customerexperience@utbank.co.uk with some dates and times we would more than happy to talk to you. Thanks Alex
Reply from United Trust Bank
We thank you for taking the time to leave a 5 star review Will. Thanks Alex
Very straight-foward process
January 22, 2026
Reply from United Trust Bank
Thank you so much for your feedback Mr Hemmings. Thanks Alex
Reply from United Trust Bank
Sue we really appreciate your comments, thank you for taking the time to leave a review. Thanks Alex
Mandate change was very quick and…
Mandate change was very quick and efficient, many thanks.
January 20, 2026
Reply from United Trust Bank
Thank you so much for your 5 star review, we appreciate your comments. Thanks Alex
Reply from United Trust Bank
Thank you so much for the 5 star review Claire. Thanks Alex
Great experience so far with UTB…
Great experience so far with UTB deposits team. They have been friendly and super quick in responses. Would recommend to anyone.
January 19, 2026
Unprompted review
Reply from United Trust Bank
Thank you Natasha, we really appreciate you leaving us such great feedback. Thanks Alex
Once again absolutely excellent and…
Once again absolutely excellent and efficient customer assistance overall I rate this first class service
January 20, 2026
Reply from United Trust Bank
Thank you so much Mark for taking the time to leave a review. It is great to hear that we were able to give you great service. Thanks Alex
Register for online banking; confusing.
Online banking application was confusing and had to request help by telephone.
January 19, 2026
Reply from United Trust Bank
Malcom I am sorry to hear that the online banking registration caused some confusion, it is great to see that my colleague was able to help you with this query. If you need any further help please do not hesitate to contact us. Thanks Alex
Reply from United Trust Bank
Thank you so much Ian for your review, we really appreciate your comments. Thanks Alex
Nearly 5 stars
The only reason I cannot give 5 stars is that when creating my account and entering my postcode, and then the 'find my address' bit, it found the address but did not put it correctly in the 'line 1' field. And it would not let me edit it! After a day thinking about it, I just removed the post code and did it manually.
There was also no clear explanation of whether I should open the particular account first, or should register with the bank first. As I guessed, and went along, the procrssess seemed to sort itself out OK.
I then, on 5th January, phoned about something else and they were very nice and helpful.
This all took place on January, 3rd, 4th and 5th, 2026.
January 5, 2026
Reply from United Trust Bank
Thank you so much for your review, we really appreciate your feedback and will take this on when thinking of future improvements. I am also very happy to hear you were impressed by our customer service. Thanks Alex
Very fast and efficient reply to my…
Very fast and efficient reply to my recent enquiry.
January 23, 2026
Reply from United Trust Bank
Thank you so much for your 5 star review Chris. Thanks Alex
A really clear answer to my question…
A really clear answer to my question arrived promptly, thank you
January 23, 2026
Reply from United Trust Bank
Carolyn we really appreciate you leaving a review, i am so happy to hear that our customer service team were able to help you. Thanks Alex
Instant reply and answered my query…
Instant reply and answered my query exactly about my new bond.
January 23, 2026
Reply from United Trust Bank
Thank you My Holroyd for your review, it is great to hear our colleagues were able to help you with a query about your bond. Thanks Alex
Very quick response to my enquiry
Very quick response to my enquiry, very happy with the service.
January 15, 2026
Reply from United Trust Bank
Mr Lees thank you so much for your feedback. It is great to hear you were so happy with our service. Thanks Alex
Information requested via the Bank's web site received within days
Requested a summary of interest earned on a closed account and was sent a relevant summary in the post within days
January 15, 2026
Reply from United Trust Bank
We really appreciate your your 5 star review Alistair. Thanks Alex
Great service
I was having a problem with my online account so I used the website to ask for help.
Not only did UTB respond to my problem in a very timely manner, they also processed the action I was trying to do.
This was over and above what I expected.
January 18, 2026
Reply from United Trust Bank
Gloria thank you so much for your review. It is amazing to hear you were so impressed with your experience with us. Thanks Alex
amazing service
I spoke to Steph Charsley who was absolutely amazing and without her I would not have been able to solve a really difficult problem. She helped us set up the account on line and it was so lovely to speak to an actual lovely helpful person and not a computer. I cant thank her enough and even had a follow up call I thoroughly recommend this bank and their brilliant service
January 16, 2026
Unprompted review
Reply from United Trust Bank
Thank you so much for your review Denise, i shall personally forward this on to Steph it is great to hear you were so impressed with our service.
Responsive
Customer service team got back to me and provided information I asked for within the day.
January 22, 2026
Reply from United Trust Bank
Thanks Agnes for your feedback, it is great to see our customer service team were able to help you. Thanks Alex
Reply from United Trust Bank
Susan we really appreciate your comments. Thank you for your review.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.