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17-03-2022
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17-03-2022Exchange Rate
GBP/INR 97.60 less than £250
98.90 £250 to £1999 99.00 £2000 to £4999 99.05 £5000 to £9999
USD/INR 75.62 Up to $2000
DetailedExchange rate
Home>Customer information’s
Information on Authorised Push Payment (APP) scams.
Vulnerable Customer Statement

Dear Valued Customer,

 

We are pleased to inform you about an important enhancement to your financial security. From October 7, 2024, you will benefit from new protections against Authorised Push Payment (APP) scams, as part of the Payment Systems Regulator's Specific Direction 20 (SD20).

 

An APP scam occurs when an individual is misled into authorising a payment to an account controlled by a fraudster. With the implementation of SD20, we are now better equipped to support you in the unfortunate event that you become a victim of such a scam.

 

We would like to kindly draw your attention to the key aspects of this new protection:

  • Eligible customers include individuals, microenterprises, and charities[1].
  • The scam payment must be made using Faster Payments Scheme or CHAPS in the UK to a UK account.
  • You must report the scam within 13 months on or after October 7, 2024 of the final payment to the fraudster.
  • The maximum claim limit is £85,000 to an APP scam.
  • We may apply an excess of up to £100 (this doesn't apply to vulnerable customers).

[1] Micro-enterprises: enterprises which employ fewer than 10 people and whose annual turnover and/or annual balance sheet total does not exceed 2 million euros and charities with an annual income of less than £1million

 

For your information, please note that the reimbursement does not apply to:

  • Payments made before October 7, 2024
  • International payments
  • First-party fraud or gross negligence
  • Payments using other systems (e.g., cheques, cash, credit, debit or prepaid card)
  • Unauthorised payments or civil disputes
  • Payments are sent or received by credit union, municipal bank and national savings banks

To protect yourself from APP scams, we recommend the following:

  • Always be cautious when making payments, especially to new recipients.
  • Pay attention to any warnings or interventions we provide during the payment process.
  • If you suspect you've fallen victim to a scam, report it to us immediately.
  • Be prepared to provide information to support your claim if needed.
  • Report the incident to the police if required (we can help with this).

If you believe you've been a victim of an APP scam, please contact us as soon as possible through our customer support team at or by calling our hotline +44 20 7332 4250.

 

We assure you that we will assess your claim and keep you informed throughout the process. If you are not satisfied with the outcome, please know that you can use our complaints process and, if necessary, escalate to the Financial Ombudsman Service.

 

We remain committed to safeguarding your financial interests. Should you have any questions about these new protections, please do not hesitate to contact our customer service team. We would be more than happy to assist you.

 

Best regards,

Union Bank of India (UK) Ltd

Email:

Vulnerable Customer Statement

At Union Bank of India (UK) Limited, we understand that vulnerability can affect anyone at any time. A vulnerable customer is someone who, due to their personal circumstances, may be more susceptible to harm, particularly when appropriate care is not provided. We are committed to ensuring that all our customers, especially those facing challenges, receive the support they need.

Our Commitment to Care

We prioritize the well-being of our customers and strive to create an inclusive banking environment. Our dedicated teams are trained to identify signs of vulnerability and are equipped to provide tailored support. We recognize that vulnerabilities can arise from various factors, including health issues, life events, low resilience, or limited capability.

Support for Vulnerable Customers

To assist our vulnerable customers, we offer:

  • Personalized Assistance: We will document any support needs with the customer’s consent, ensuring they do not have to repeat their circumstances in future interactions.
  • Flexible Communication Options: We provide a range of communication methods, including telephone support, email, and in-branch assistance, to ensure accessibility.
  • Specialist Teams: Our trained staff are available to guide customers through their banking journey, offering help with financial management and any specific needs they may have.
  • Referral to External Support: We collaborate with external organizations to connect customers with additional resources and assistance.

Additional Support and External Authorities

We are here to help you, but there are also independent organisations that can provide free and impartial advice, or assist with specific issues. If you are facing a situation where you need protection or assistance from different authorities, please consider contacting the following:

Action Fraud: For reporting fraud and cyber crime.

Financial Ombudsman Service (FOS): A free and impartial service for settling complaints between consumers and businesses that provide financial services.

Information Commissioner's Office (ICO): The UK's independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.

Financial Conduct Authority (FCA): The conduct regulator for financial services firms and financial markets in the UK. They set standards for firms and hold them to account.

At Union Bank of India (UK) Limited, we are dedicated to providing unparalleled service and understanding to all our customers. If you or someone you know requires extra support, please reach out to us via Phone: 02073324250 or . Email: . We are here to help you navigate your banking needs with confidence and care.
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