Ulster Bank - Independent review

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30 customer reviews on Ulster Bank on Trustpilot


1 day ago
by Nigel Foster

1 stars

I was attracted by the headline rate …

I was attracted by the headline rate for instant access savings. 1.25%. Application process was a nightmare. No email, nothing in the post. On querying,...Read more

I was attracted by the headline rate for instant access savings. 1.25%. Application process was a nightmare. No email, nothing in the post. On querying, it was clear Ulster Bank do not want my custom. I opened an alternative account. Slightly less interest - 1.15%. But 10 minutes on the website, 10 minutes later I was ringing my normal bank to transfer money. I can see why RBS (who own Ulster Bank) are held in such low regard.

3 days ago
by tomasz Opinion

1 stars

I have an ulster bank account

I have an ulster bank account , informed them I was going abroad as per terms and conditions. Used the card like normal. What they didn't tell me was that...Read more

I have an ulster bank account , informed them I was going abroad as per terms and conditions. Used the card like normal. What they didn't tell me was that you can only.make 10 transactions a day and then your card blocks. This happened to me on 4 occasions leaving me stuck on Poland for days after I was meant to home. Promised redress from customer service, who don't deliver. Huge deceptive information from this bank. They are absolutely useless. AVOID AT ALL COSTS. Even promising a letter which they failed to deliver there is so much more to say but words can't express my anger and astonishment at this bank, they're licence should be stripped.

3 days ago
by Jo Kratovil

1 stars

Almost criminal in the way they trade

Along with a huge percentage of people I agree this company is an absolute farce. When applying it isn't clear that you need a card reader and card so...Read more

Along with a huge percentage of people I agree this company is an absolute farce. When applying it isn't clear that you need a card reader and card so when it came to needing to withdraw funds I ordered these. Two weeks later I was still waiting for the card having received the reader and pin number. When I rang to ask for it I was told there was nothing I could do other than wait for another to be sent out. I literally had to beg to withdraw some of my funds out in order to pay an important bill. It is now another 8 working days later and still no card. I am amazed that in this day and age a bank is allowed to continue trading and having it recommended on the money matters website has left an extremely bad taste!! As soon as I can close my account I will be doing so.


More reviews

3 days ago
by derrick thomas

1 stars

unbelievable service account opened but …

unbelievable service account opened but cant withdraw money without card reader , card and pin.received card reader and 2 different pins but no card told...Read more

unbelievable service account opened but cant withdraw money without card reader , card and pin.received card reader and 2 different pins but no card told to wait 15 days for card when it does not come wait another 15 days still doesnt come I rang again told to wait up to 15 days this has been going on since july i would not have given them 1 star but had to write review

6 days ago
by Frances H

1 stars

Unable to withdraw money

Like many others I am unable to access my money, required to complete a house purchase. I, again like many others, was not aware a card and card reader...Read more

Like many others I am unable to access my money, required to complete a house purchase. I, again like many others, was not aware a card and card reader were required. I find it astonishing that you have to apply for these, rather than being sent them automatically on account opening. I have been told it takes 15 days for the card reader to arrive by which time I will have lost my house. Other banks allow you to set up payees by phone - not Ulster Bank. I have been told to write a letter requesting access to my money. Ulster Bank seem completely unaware how an easy access on-line account should work ie on-line and easily. This is not the case.

09/15/2017
by Hugh Brown

5 stars

Keep calm and apply properly..

If you follow all instructions carefully and don't mind using your passport number for ID check you can do a trouble free application, imho. The website...Read more

If you follow all instructions carefully and don't mind using your passport number for ID check you can do a trouble free application, imho. The website was slick and quick and if you allow plugins/Flash you can navigate to the menu section on making transfers and payments [ to your self ] Having ordered a card reader, which my own bank also demands, I see no bother in waiting 15 days, given i plan to leave the money to accrue interest beyond the short time frames many complainers seem to run on. Where is the other bank willing to give you free access? Virgin allow 2 withdrawals inc one to close the account. Or you can risk peer to peer lending or some other scheme. Happy to give Ulster Bank a chance and go paperless to avoid chance of charges for paper statements.

09/12/2017
by Barry H

1 stars

BEWARE. An easy access account that you cannot withdraw from.

I opened an E-SAVINGS account with this bank on 1st August and the whole process has been farcical. Ulster Bank will not allow you to make withdrawals...Read more

I opened an E-SAVINGS account with this bank on 1st August and the whole process has been farcical. Ulster Bank will not allow you to make withdrawals from this account until you have a card and card reader although this was not made clear during the application process. I applied for the card and card reader and a few days later I received the card reader followed by a PIN number but no card arrived. Since then their customer service department have been unable to resolve this and today I was told by one of their staff members that the reason for the delay is that they have run out of cards. So my money is trapped in a supposedly easy access account that I cannot make withdrawals from. Their customer service departments answer to this is tough there's nothing we can do about it. My advice is AVOID THIS BANK.

09/05/2017
by Mr Alan Talbot

1 stars

I too find the Bank's response to my …

I too find the Bank's response to my recent e-savings application appalling. Having waited for so long despite having promptly sent all information...Read more

I too find the Bank's response to my recent e-savings application appalling. Having waited for so long despite having promptly sent all information requested I have now decided to cancel my application.

09/04/2017
by TC

1 stars

Terrible Experience (and even worse IT system)

I have accounts with 12 different banks and I have to say that my experience with Ulster has been the worst of my entire life whist trying to open 3x...Read more

I have accounts with 12 different banks and I have to say that my experience with Ulster has been the worst of my entire life whist trying to open 3x e-savings accounts (1 for myself, 1 for my wife and 1 joint). The IT director should be sacked immediately as their systems are dire. When you open a new account, the only two options available for online ID are passport or EU ID card. I thought this was odd as a Driving Licence has all of the information required on one card. When I eventually got through to somebody in customer services, they told e that you can in fact use a Driving Licence for online ID BUT there is no option for it when you initially sign up. You have to choose "send documents in the post" and then later on you can in fact just upload scans of your Driving Licence (why not just update the options during the initial account setup?). All of this is ignoring the fact that, when I opened accounts with other banks, not once have I been asked for my Passport or my Driving Licence. Some accounts were open and ready to use within 24 hours. It took a total of 3 1/2 weeks to get my Ulster accounts open. This was due to the fact that, despite uploading crystal clear scans of the front and back (no idea why they would need the back scanning as there is no personal information on the rear of your DL), the "DigiDocs" system kept bombarding me with texts and emails asking for the aforementioned scans. Along the way, "the system" bizarrely decided we had applied for 2 sole accounts each (despite only completing the application once) so began a tale of numerous calls to their customer services department (and more spam texts and emails from Ulster Bank reminding us to do things that we'd already done). Eventually we were up and running and both myself and my wife were able to use online banking so we duly deposited the £5000 maximum allowance in to all 3 accounts. Then, two days later my wife received more reminder texts to finish setting up her account (which was already setup). When we then tried to login to her account we were greeted with an error message. So, another call to their customer service department (this was call number 17 by this stage) and we were told that "the system" had wrongly tried to open another sole account in my wife's name. This meant a new activation code for online banking had been generated and thus locked her out of online banking. So Ulster Bank now had £5000 in her sole account that we could no longer access. Their response? We would have to wait a week for a new activation code and to go through the whole online banking setup process again. All in all, some of the customer service staff were nice enough and some were quite rude and a bit slow but they are clearly being let down by one of the worst IT systems of any modern company that I've dealt with.

09/03/2017
by kidnormal

1 stars

Absolutely chaotic.

Absolutely chaotic.I have been unable to operate the account for the 5 weeks since opening it. On checking progress I was told I had applied for a card...Read more

Absolutely chaotic.I have been unable to operate the account for the 5 weeks since opening it. On checking progress I was told I had applied for a card reader when I had not. When a card reader was ordered no card or PIN has followed - although they say they were despatched. I now have to wait another 3 -5 working days for the card and PIN. How can a bank possibly operate like this?

08/26/2017
by Jim OBrien

1 stars

Beware credit/debit card users

Beware credit/debit card users, was ripped off by a builder and even though i paid by credit card and debit card, rude , unhelpful and mocking staff...Read more

Beware credit/debit card users, was ripped off by a builder and even though i paid by credit card and debit card, rude , unhelpful and mocking staff member informed me that chargeback for a broken contract does not apply when they feel like it over the phone, and that section 75 is a mental institution, letter of deadlock for the ombudsman is not a possible even when i read the relevant legislation on the consumer credit act, the idiot i was dealing with just talked over it, saying they would not help. Stay clear of these clowns! No security on your transactions that are supposed to be covered by the CCA 1974

08/18/2017
by Mike Pettifer

1 stars

A hopeless, hapless idiots

A hopeless, hapless bank full of promises they are unable to keep, kept my money and did not send means to move it around (card reader) so after 3 weeks...Read more

A hopeless, hapless bank full of promises they are unable to keep, kept my money and did not send means to move it around (card reader) so after 3 weeks decided enough was enough and closed the account....find another bank do not waste your time with this bunch of morons

08/13/2017
by Julie

1 stars

The worst customer service experience I have ever had

The worst customer service experience I have ever had! Thinking of moving my account to another bank.

08/11/2017
by Brenda Sullivan

1 stars

This is the worse savings provider I …

This is the worse savings provider I have ever come across in 50 years of savings. It took several month to set up the instant access account, and now I...Read more

This is the worse savings provider I have ever come across in 50 years of savings. It took several month to set up the instant access account, and now I have been struggling for over a month to get a card reader and card to withdraw my money. I have requested these items 3 times without any response. The help chat line is handled by an Indian call centre and is absolutely a complete was of time. It is supposed to be an online account, but apart from the useless chat line there is no way of contacting the bank online. This bank may offer the best current savings interest rate, but it is not worth all the hassle of trying to get any action from them. Find a proper savings provider and put up with a slightly lower rate

08/11/2017
by Christopher Dean

5 stars

Had some teething issues but overall excellent service

I had to raise a complaint as I a) did not receive any account details of the account being opened and b) when the account was opened was not sent a card...Read more

I had to raise a complaint as I a) did not receive any account details of the account being opened and b) when the account was opened was not sent a card reader to action any banking services online. The response was a swift and acceptable apology and resolve to the complaint. Although I faced delays and problems opening the account, I would recomend Ulster for the best rate of savings and an excellent level of customer service resolving my complaint.

08/10/2017
by Joe A

5 stars

Smooth and easy transactions

Smooth and easy transactions Im seeing a lot of bad feedback but I have always found this bank great to deal with, only down fall is they have closed a...Read more

Smooth and easy transactions Im seeing a lot of bad feedback but I have always found this bank great to deal with, only down fall is they have closed a lot of their branches in recent years which is making it harder to bank when you need to lodge cheques, but it can be done through the post office, just means queuing ages

08/09/2017
by NEIL SCARFF

1 stars

Absolutely Useless, worst bank I have had the misfortune to deal with!!!!

STEER WELL CLEAR OF THIS BANK!! you can open an ulster e-savings internet only account online but god help you if you want to take any of it...Read more

STEER WELL CLEAR OF THIS BANK!! you can open an ulster e-savings internet only account online but god help you if you want to take any of it out..... Having opened an account, it took them 10 days to send an activation code instead of the same day text so that I could use internet banking, it was not until this point that I was able to apply for a card reader and card so that I could withdraw money, this I was told could take up to 10 working days. 10 working days later no card reader, phoned and was told there had been a backlog but this was now cleared and I should receive the reader "this week" absolutely no effort to provide a solution to the problem created by them just recital of their terms and conditions for this account even though they had not complied with them, best they could do was to go into a natwest branch with a letter asking to withdraw money, a copy of a statement from the bank to which I required funds to be transferred to and my passport. I asked about closing the account to which they replied you have to write to us and then once we receive the letter it can take up to 5 working days to close the account and transfer the funds within. This is the worst bank I have dealt with for many a year, their banking practices are so antiquated, I have today opened a internet saver with Tesco Bank, it took 25 minutes to open the account, transfer money in and then transfer money out!!!! save your sanity and find another bank it is just not worth the endless hassle of having to deal with this incompetent institution.

08/04/2017
by john

1 stars

WARNING !!!!!!!

WARNING !!!!!!! you can open an ulster e-savings internet only account online and stuff it with all your spare cash....... but god help you if you want...Read more

WARNING !!!!!!! you can open an ulster e-savings internet only account online and stuff it with all your spare cash....... but god help you if you want to take any of it out..... you need their card reader and card and despite begging them to send me one for over 3 weeks, my money is effectively locked in without a way of removing it other than going into natwest branch and suffering security and identity checks and a daily limit. save your sanity and find another bank. it is just not worth the fear or the misery of having them deny you access to your money in their "instant access" savings account. over 8 hours on the phone and 30 of their useless staff in 4 locations and a complaint to the fsc and the ombudsman and still no solution despite their lies that they have sent the card reader but this has now changed to " we seem to have a problem on some accounts and we actually have not sent them out and dont know if or when we will ". SAVE YOURSELF AND GO ELSEWHERE !!!

08/03/2017
by Primrose

1 stars

A bank that won't allow you to withdraw your own money - what a shambles!

Opened an account because of better interest rate - clearly states easy to operate online. First time needed money out, discovered online maximum amount...Read more

Opened an account because of better interest rate - clearly states easy to operate online. First time needed money out, discovered online maximum amount can transfer is £250 and to get more one needs a card reader and a debit card, yet not provided when you open account? On reading information about what happens if don't have card reader - it says just ring telephone banking and they will sort out -ring them and a really unhelpful and rude customer services assistant who says I can only transfer if I have a card reader!!!!! Card reader ordered but advised will be at least 10 days. Other banks can produce cards and card readers well within this time so why can't Ulster. When later tried to use online for smaller amount - it was stopped by fraud department- and I was not even informed (by text or phone call) as should have been - nothing done till I contacted them!! This bank is very unprofessional and if you do want to have access to your money, I would recommend you go elsewhere! Have made a complaint but looking at this site I could be waiting a while along with all the other unhappy customers!

08/02/2017
by J Simpson

1 stars

So far a bad experience opening e savings account and getting cash out

Opened an E-Savings account early July 2017. Took a couple of attempts to understand and negotiate a badly set out website. Transferred money in from...Read more

Opened an E-Savings account early July 2017. Took a couple of attempts to understand and negotiate a badly set out website. Transferred money in from another Bank, no problem. Getting money out another matter. Needed a Card Reader even to transfer cash back to the account it came from, so had clicked on a request button for a Card Reader, but after 9 days nothing. Checked website again. Oh there was a different button to click on, so did that, and it responds that they will process the request. Now 8 days later no Card Reader so money stuck in account. This is not an easy access account.

08/02/2017
by Tim

1 stars

useless

useless, dont use them. took over 3 weeks to open an account, and they wont let you take you money out, when phoned up to query this, staff were rude....Read more

useless, dont use them. took over 3 weeks to open an account, and they wont let you take you money out, when phoned up to query this, staff were rude. complete jokers

07/28/2017
by MR STEPHEN WRIGHT

1 stars

Sounds Good But Avoid

They offer a very good interest rate for savers but after 6 weeks the account is still not open in terms of being able to withdraw funds. Although Ulster...Read more

They offer a very good interest rate for savers but after 6 weeks the account is still not open in terms of being able to withdraw funds. Although Ulster Bank say the account is fully open I don't think an account into which funds can only paid in but not withdrawn from is not fully open. Speaking to their customer service is a waste of time, I will just abandon the account.

07/21/2017
by S Infante

1 stars

Applied on line for an online e saver …

Applied on line for an online e saver account.Heard nothing for a week,and received a request for ID which was sent on return. 12 days later I had...Read more

Applied on line for an online e saver account.Heard nothing for a week,and received a request for ID which was sent on return. 12 days later I had received nothing or any acknowledgement. I rang 3 times to chase up the application and had to wait at least 10 mins each time(hung up twice). The third time i actually got an answer and the excuse was so poor and to be honest told me no info as to when my account would be opened I decided there and then to cancel the application and go elsewhere. When I asked who i was speaking(in case they came back to me etc) to she was very reluctant to give me her name. Gives you no confidence whatsoever and I had funds just waiting to go into an account.

07/18/2017
by Rob

1 stars

Unusable internet banking

The online system is completely unusable and the customer service helpline is staffed by absolute rude and abrupt individuals who have no interest in...Read more

The online system is completely unusable and the customer service helpline is staffed by absolute rude and abrupt individuals who have no interest in helping customers out. I've lost count how many times I've tried to sort the issues out. The problem is you have to remember 4 separate passwords/pins, so unless you've got a photographic memory you're bound to forget one of them. Doing this will render the whole thing unusable so you're forced to try and deal with the customer service department, which as I've stated is truly dreadful.

07/11/2017
by Alan Moore

2 stars

How not to provide an online saving experience

Application online was relatively easy They screwed up my wife's email address so could not verify application. Sent her nice texts asking her to verify...Read more

Application online was relatively easy They screwed up my wife's email address so could not verify application. Sent her nice texts asking her to verify but no means of sorting email out online or on the phone. A few days later they had sorted it (their error) and we were just waiting for our activation code...and waiting and waiting. Hey we finally each got the text message with the code. Activated. Sent some money as a deposit to check I had set up the right details. All fine so sent a larger lump. Then I thought it would be good to link my withdrawals with my Santander current account. Set up payee...wait I need a card reader to do that. How can I do that when I don't have a card? They did not send one out and even so I did not want a card just an online savings account. Spoke to agent and yip I need a card and a reader and when you set up a saving account it does not send them out automatically. Great. So I sent them a lump of money, of which I could not remove any in an emergency because I did not have a card and would not have got a card unless I checked. This is a prime example of how not to set up an online savings account and as soon as I get my card and reader I will be withdrawing my money and going to Tesco, Virgin or Post Office who know how to set up a no hassle online saver account without all the b*****ks that Ulster presented me with

07/09/2017
by Kali Williams

5 stars

Honestly some of The best customer …

Honestly some of The best customer service I've ever dealt with have needed to be on the phone with them multiple time over issues ranging from small to...Read more

Honestly some of The best customer service I've ever dealt with have needed to be on the phone with them multiple time over issues ranging from small to very serious (aka stolen bank card) and I can't say a bad word. Always so helpful, friendly and reassuring never had a bad experience. So happy to be part of this bank

06/27/2017
by Paul

1 stars

Terrible customer service.

Just dealt with customer services. Very long wait. Passed from one person to the other. Really unsatisfactory. The fifth person I spoke to could answer my...Read more

Just dealt with customer services. Very long wait. Passed from one person to the other. Really unsatisfactory. The fifth person I spoke to could answer my question. Apparently their IT systems don't update on a Monday after the weekend and you should wait until Tuesday.

06/10/2017
by Gerald

3 stars

Average at best

Pros Online bank app is great Paid on saturdays Cons When something goes wrong, its you that has to do all the chasing Overall Decent bank but not up...Read more

Pros Online bank app is great Paid on saturdays Cons When something goes wrong, its you that has to do all the chasing Overall Decent bank but not up to par with the likes of HSBC or Santander.

06/07/2017
by Barry Douglas

5 stars

I feel much safer now..

My card details had been used without my knowledge, the bank stopped any further transactions on my account and refunded me the £280.00 on the same day....Read more

My card details had been used without my knowledge, the bank stopped any further transactions on my account and refunded me the £280.00 on the same day. I feel a great comfort in knowing that the bank is constantly protecting me

04/02/2017
by Mik

1 stars

Lost application form

I applied for account and handed in the application to a branch in Dublin. I heard nothing for 3 weeks plus+. I phoned Ulster Bank and it took multiple...Read more

I applied for account and handed in the application to a branch in Dublin. I heard nothing for 3 weeks plus+. I phoned Ulster Bank and it took multiple phone calls and been given the wrong information to establish they had lost my application. I had been told that the application was pending, but they eventually admitted, they had lost the application, despite me handing it into the branch. Worst customer service ever, both on the phone and in branch.


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