--------------------Start of Accordion Container---------------------------

Click on edit button to enter Accordion Header

'How do I?' queries

  • How do I send a Secure Message?

    Secure Messaging allows you to conveniently and securely send a query to the Bank.

     

    Simply select ‘My Messages’ from the ‘Services and Settings menu

    Or select the envelope beside the log out button at the top of the page
    You will be diverted to the ‘My Messages’ home page.  To create a new messages select "New Query" 

     

    You will have the option of two query types, Service Query or Product Information Query.  Simply select the option which best suits your needs and then input your query.

     

    You have up to 1000 characters.  Once complete simply select send.

     

    We will respond to your query within 24 hours (9am to 5pm, Monday to Friday, excluding bank holidays)

-------------------End of Accordion Container---------------------------

--------------------Start of Accordion Container---------------------------

Click on edit button to enter Accordion Header

Card queries

  • My Visa debit card is due to expire this month, when will I receive my new card?

    Visa debit cards are re-issued up to and including the 22nd of the month they are due to expire.  Your old card will continue working until the end of the month (until the first time you use your new one).  If you want to talk to one of our Customer Services advisers in our Cards Services team, you can call them on 028 9024 1822, lines are open 24 hours.

  • How do I order a replacement Visa debit card?

    To order a replacement Visa debit card please call our Card Services team on 028 9024 1822 lines are open 24 hours.

  • I am having problems using my card when shopping Online due to Verified by Visa, can you help?

    If you are having difficulties using your card when shopping online visit our Verified by Visa and SecureCard for Mastercards page for more information.

     

    If you need further assistance please call our Card Services team on 02890 241822, lines are open 24 hours.

  • I am travelling abroad, do I need to inform First Trust Bank?

    There’s no need to let us know you are going abroad, if we detect fraud or notice something unusual and we have your mobile number we may send you a text asking you to confirm your spending.

     

    For added peace of mind, our customer service representatives are available 24 hours a day, no matter what time zone you are in. Simply call us on 028 9024 1822 (or +44 28 9024 1822 from abroad). It’s a good idea to key this number into your mobile phone before you go.  (If you forget, it’s also written on the back of your card.)

-------------------End of Accordion Container---------------------------

--------------------Start of Accordion Container---------------------------

Click on edit button to enter Accordion Header

Account queries

  • How long does it take for a cheque to clear?

    When you lodge a cheque to your account, it has to go through a process known as the clearing cycle. We will treat the money as ‘uncleared funds’ for a period of time, depending on the bank the money is being drawn from. This ‘uncleared period’ reflects the time it takes to receive the payment from the branch of the bank on which the cheque is drawn. During this period, if you withdraw any of the uncleared funds, we may charge interest on that amount.

     

    The rate of interest that applies will depend on whether you have an agreed overdraft to cover the payment.   The following table shows what day your cheque will clear for you to be able to withdraw the money, and what day your funds will start to earn interest (if this applies). The days refer only to working days and do not include weekends or bank holidays.

    Cheque For cheques cleared using the 'Paper clearing system" - 3 Banking Days
    Cheque For cheques cleared using the "Image clearing system" - no later than 23:59 the next Banking Day (except bank holidays)

    Cheque lodgement at the Post Office® 

    The clearance cycle for cheques lodged at the Post Office®  begins the day we receive the cheques usually the next Banking Day

     

    ‘Image Clearing System’ means the process that enables images of cheques to be exchanged between banks and building societies, through the Image Clearing System, for clearing payment. Cheques processed through this system clear more quickly. It means that if you lodge a cheque on a banking day you will be able to withdraw the funds no later than 23:59 the next banking day (except bank holidays).

     

    Note: These rules only apply to cheques drawn in sterling on UK banks. Different timelines apply for cheques drawn on foreign banks and cheques drawn in foreign currencies on UK banks.

  • How do I close an account?

    You can close your account by putting your request in writing, by post, to your branch. Please include detail of any contact telephone numbers and ensure you include your signature on the letter.

     

    Alternatively, you can call in to any First Trust Bank branch.  You will need to bring photographic identification. Details of acceptable documentation can be found on our Verifying your identity and address page.

     

    Please note, if you wish to close a joint account both parties need to sign the letter or visit the branch to complete the close account request.

  • I can’t transfer money from my Cash ISA account via Online Banking, why?

    At present there is a flag on your Cash ISA account which is preventing you making withdrawals.  This flag is placed on a Cash ISA account at the start of the new tax year (6th April) when there has been no lodgement (subscription) to the account in the previous tax year.

     

    As the flag is present, all withdrawals will need to be made in branch until a fresh application form is completed for the new tax year and a lodgement is made to the ISA.

     

    To complete a withdrawal or a lodgement on your ISA please call into any First Trust Bank branch, bringing photo ID. Examples of acceptable documentation can be found on our Verifying your identity and address page.

-------------------End of Accordion Container---------------------------

--------------------Start of Accordion Container---------------------------

Click on edit button to enter Accordion Header

Payment queries

  • How do I cancel a Direct Debit?

    You can cancel direct debits via Online Banking by selecting the Direct Debits option from the Pay & Transfer dropdown, select the direct debit you wish to cancel and then select X

     

    Alternatively, if you contact our Customer Services team on 028 9034 6034, between 8.30am and 5pm, Monday to Friday (excluding bank holidays), once they have completed some standard security questions, they will be able to cancel the direct debit for you.  You can also request to cancel a direct debit by calling into any one of our branches.

  • How do I cancel a Standing Order/Regular Payment?

    You can cancel a regular payment via Online Banking by selecting the 'Regular Payments' option from the 'Pay & Transfer' dropdown, select the regular payment you wish to cancel and then select X.

     

    Alternatively, if you contact our Customer Services team on 028 9034 6034, between 8.30am and 5pm, Monday to Friday (excluding bank holidays), once they have completed some standard security questions, they will be able to cancel the direct debit for you.  You can also request to cancel a regular payment by calling into any one of our branches.

  • I want to change my Standing Order/Regular Payment from weekly to monthly, how do I do this?

    You can’t amend the frequency on a standing order via Online Banking you can only amend the description and the amount.  The easiest thing to do is note down all the details, then cancel the standing order and set it back up as monthly.

     

    You can do this through the 'Regular Payments' option within the 'Pay & Transfer' drop down menu.  You'll need your card reader to complete the set-ups.

     

    If you would like further assistance please contact our Online Banking Customer Services team on 02890 346034, between 8:30am and 5pm, Monday to Friday (excluding bank holidays).  Once they have completed some standard security questions they will be able to talk you through the process.

     

    Alternatively, you can call into your local First Trust Bank branch and a member of staff will be happy to help.

  • I sent a payment to my sister's account with Santander last night, why did she not get the payment straight away?

    Any transfers made after the 6:30pm Monday to Friday will debit your account immediately however, the payment is not sent to the receiver's account until 7am the next working day. 

     

    Therefore if a transfer is made on a Friday after 6:30pm Due to the Bank Holiday yesterday this means the payment was sent today.  It usually takes a few hours for the payment to reach the recipient, but can take up to close of business.

     

    Please bear this in mind for any future payments which may fall on a weekend or a Bank Holiday.  For more information visit Online Payment Timescales.

  • I need to make a payment for £50,000 to my solicitor, how can I do this?

    Unfortunately this payment can’t be completed via Online Banking as the maximum you can transfer to another UK account is £10,000, or £15,000 if you are a Card Reader user.

     

    As your payment is about this daily limit you can write a cheque or if you the payment is urgent please visit your nearest First Trust Bank branch.  A member of staff will help you make the payment by CHAPS transfer, there will be a charge of £25.  If your instruction is received by the branch before 4pm the payment will be made on the same day, if your instruction is received after 4pm the payment will be processed the next working day.

     

    For more information on the daily transaction limits visit Transaction Limit informtion.

-------------------End of Accordion Container---------------------------

--------------------Start of Accordion Container---------------------------

Click on edit button to enter Accordion Header

Lending queries

  • How do I get an overdraft on my account?

    You can now apply for an overdraft through Online Banking. Simply select 'Apply', then 'Borrow'; then select the overdraft option, complete your details and submit the application.  If you log back into Online Banking after three hours a decision should be available.

     

    You can check the progress of your application via Online Banking, select 'Apply' from the top menu and then select 'My Applications'.  You can also call our Direct Sales team on 0800 38 22 65 or drop into your local branch, please quote your Online Loan application number.

     

    You can also apply for an overdraft by calling into your nearest First Trust Bank branch or by telephone by calling our Direct Sales team on 0800 38 22 65.  Once they have completed some standard security questions with you, they will be able to assist you.

     

    † Lines open: 9am to 5pm Monday - Friday (except on bank holidays). Calls may be recorded. Call charges may vary - refer to your service provider.

  • I would like to borrow £5,000 for a new car, how do I do this?

    You can now apply for a loan via Online Banking.  Select 'Apply' from the top menu then 'Borrow'.  You will be provided with two options 'Personal Loan' and 'Overdraft' select 'More details' beside Personal Loan to start your application.  Follow the instructions and once complete you will be provided with a reference number..

     

    You can check the progress of your application via Online Banking, select 'Apply' from the top menu and then select 'My Applications'.  You can also call our Direct Sales team on 0800 38 22 65 or drop into your local branch, please quote your Online Loan application number.

     

    You can also apply for a Loan by calling into your nearest First Trust Bank branch or by telephone by calling our Direct Sales team on 0800 38 22 65.  Once they have completed some standard security questions with you, they will be able to assist you.

     

    † Lines open: 9am to 5pm Monday - Friday (except on bank holidays). Calls may be recorded. Call charges may vary - refer to your service provider.

  • I applied for a Personal Loan via Online Banking, how do I check if it was approved and what happens next?

    You can check the status of your online application via Online Banking.  Select ‘My applications’ from the ‘Apply’ drop down menu.  Depending on the stage of your application the status column will detail either ‘Being Assessed’ if the application is ongoing, or ‘Decision Available’.  Select ‘open’.  If your application has been declined your will receive notification in the post detailing the reason.

     

    On approval the paperwork is posted to your home address.  When you receive the paperwork you must sign the bank copy of the application and return it to us in the envelope provided.  Once we receive your signed application we will drawdown your funds and they will be available in your account, usually within two working days.

     

    If you have not received your paperwork, please call our Customer Service team on 0800 38 22 65.  Once they have completed some standard security questions with you, they will be happy to help.  Alternatively, you can call into your local First Trust Bank branch and a member of staff will assist you.

     

    † Lines open: 9am to 5pm Monday - Friday (except on bank holidays). Calls may be recorded. Call charges may vary - refer to your service provider.

  • How do I apply for a First Trust Bank Visa or MasterCard credit card?

    To apply for a credit card call our Direct Sales team on 0800 38 22 65.  Once they have completed some standard security questions with you, one of our Customer Service advisers will complete the application process with you. 

     

    Alternately, call into any First Trust Bank branch and a member of staff will be happy to help.  

     

    For more information please visit credit cards.

     

    † Lines open: 9am to 5pm Monday - Friday (except on bank holidays). Calls may be recorded. Call charges may vary - refer to your service provider.

-------------------End of Accordion Container---------------------------

--------------------Start of Accordion Container---------------------------

Click on edit button to enter Accordion Header

Fee queries

  • How can I minimise my account fees and charges?

    Please call 0345 6005 925†.  A Customer Service Adviser will be happy to give you guidance on minimising your account fees and charges, once you have completed the standard security checks.

     

    Alternatively, drop into any First Trust Bank branch, a member of staff will be happy to help you.  

     
    † Your calls to us may be recorded. Call charges may vary - refer to your service provider.
  • Where can I view my fee advice?


    If fees and charges are due to be posted on your account, you will be notified in advance.  A statement will be issued on the 16th of the month and this will include a fee advice.

     

    You can view the monthly fee advice via Online Banking. Simply select 'eStatements' from the 'Accounts' drop down menu. Once you open your eStatement ensure you scroll down to the bottom and if there is a fee advice this will be the last page of your eStatement.

     

    If you check your eStatement and there is not a fee advice, no fees will be due for that month. 

     

    We have a demo video which provides an overview of 'How to view your estatements and stop paper statements'.

     

    If you still get paper statements your fee advice is included at the back of your statement. 

     

-------------------End of Accordion Container---------------------------

--------------------Start of Accordion Container---------------------------

Click on edit button to enter Accordion Header

Online Banking queries

  • My new card reader has arrived, but Online Banking is not accepting the codes. What do I do?

    Before you use your card reader for the first time, you must select the Visa debit card that you wish to use with your card reader.  Please follow the steps below:

     

    • Log in to Online Banking
    • Select 'Services & Settings' from the the top of the screen
    • Select 'Card Reader' from the drop down menu followed by 'Select your Visa Debit Card' and select 'Next'. If you have more than one Visa debit card you will asked to select which Visa debit card you wish to use with your card reader. Once you have made your choice select 'Next'
    • Follow the on screen instructions to activate the Visa debit card you wish to use.
     
    If you are still experiencing issues after you have activated your card reader please call our Phoneline Banking Service on 0345 793 0000†, log in and choose option 0 to speak to a Customer Service Adviser. Our advisers are available between 8am and 12am (Midnight), 7 days a week.
  • How do I make a payment to my First Trust Bank credit card?

    To pay your First Trust Bank credit card you need to add this as a new bill payment.  Your First Trust Bank credit card is not added as a payee within Online Banking automatically. To add your First Trust Bank credit card as a new bill and make a payment follow the steps below:

     

    • Log in to Online Banking
    • Select 'Pay & Transfer' from the the top of the screen
    • Select 'Pay a New Bill' 
    • Either select the bill category from the drop down menu in this case 'Credit Card' or type 'First Trust' into the search field and select the type of credit card.  
    • Then follow the on screen instructions to complete the payment.  You will need your card reader to complete this process.
     
    The bill details will be saved automatically as part of the process and you can then view the details by selecting 'Payee' from the 'Pay and Transfer' drop down menu.
     

    If you would like any further assistance, please call our Phoneline Banking Service on 0345 793 0000†, log in and choose option 0 to speak to a Customer Service Adviser. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • I need to make a payment to my mother's account with another UK bank. How do I do this?

    To make a payment to another UK account you will need to add the account as a new payee. Follow the steps below:

     

    • Log in to Online Banking
    • Select 'Pay & Transfer' from the the top of the screen
    • Select To Another UK Account' and follow the on screen instructions to complete the payment

     

    Please note: to make a payment for the first time you will need your card reader to hand.

     

    You can also view our demo video 'How to transfer money to another UK account and add a new payee for card reader users'

     

    If you would like any further assistance, please call our Phoneline Banking Service on 0345 793 0000, log in and choose option 0 to speak to a Customer Service Adviser. Our advisers are available between 8am and 12am (Midnight), 7 days a week.

  • I need paper copies of my last three statements, how can I order these?

    There are two options available to you.  You can view your previous statments via Online Banking, free of charge or you can request a duplicate paper statement however, there is a charge of £10 per request per account.

     

    To view your statements via Online Banking follow the steps below:

     

    • Log in to Online Banking and select 'Accounts' from the top of the screen.
    • Select 'eStatements' from the drop down menu.
    • Select the eStatement icon next to the account you wish to view.
    • Select 'View eStatement' for the date you wish to open. Once you have opened your eStatement, you can then choose to save or print it.
    • When you have finished viewing your eStatement, for security, make sure you close the eStatement browser window, as it will not automatically closed when you log out of Online Banking.
     
     
     
    Alternatively you can order a duplicate statement by calling to your nearest First Trust Bank branch or call our Customer Services team on 0345 6005 925+.  Once they have completed some standard security questions with you, they will be able to order the duplicate statements you require.
     
     
    † Lines open: 9am to 5pm Monday - Friday (except on bank holidays). Calls may be recorded. Call charges may vary - refer to your service provider.
  • I want to view historic transactions on my account, but they are not shown on my recent transactions. How do I do this?

    You can see up to 100 of your most recent transactions by selecting 'Recent Transactions' from the 'Accounts' menu and selecting the 'show more' option. If you are not able to go back as far as the last transation on your previous eStatement, you can order a statement.  This will include all the transactions for your last eStatement up to the close of business today, or the last banking day via Online Banking:

     

    To order a statement follow the steps below:

     

    • Log in to Online Banking and select 'Accounts' from the top of the screen.
    • Select 'eStatements' from the drop down menu.
    • Select the order statement icon next to the account you wish to order the statement on.
    • Select 'Order Statement'.

     

    The up to date statement will be available to view as an eStatement via Online Banking the next working day if completed before 6pm and two days if after 6pm. 

     

    We have a demo video which provides an overview of 'How to view your estatements and stop paper statements'.

-------------------End of Accordion Container---------------------------

2