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We are here to help

We are committed to supporting clients when they are affected by major incidents.

 

 

Coronavirus (Covid-19)

We are here to help clients who may be affected by coronavirus and have robust plans in place to minimise disruption to our service. Please find details below about our response to the virus and how we are making adjustments during this time. You can also find answers to commonly asked questions in the Questions & Answers tab, and important information about how fraudsters are taking advantage of the coronavirus in the fraud tab.

 

 

coronavirus and our services

How we can help you right now

Many of our clients need immediate support due to the impact on them or their businesses. As COVID-19 impacts us all in different ways, we will work with each client according to their own circumstances:

  • we are able to offer mortgage repayment holidays for up to three months to mitigate any financial distress caused by COVID-19
  • we are passing on the recent interest rate reductions for any lending that is linked to base rate
  • we will waive penalties and allow you access to any fixed or notice deposits that need to be broken due to coronavirus
  • we will refund the 2% cash withdrawal fee (minimum £1.50) if you let us know you have used your Adam Black Card to withdraw emergency cash.

If you are experiencing any financial difficulties - involving any existing borrowing or you need to set up a new borrowing arrangement - please speak to your private banker, or any other advisor who supports you, as soon as possible.

 

We are adapting some of our services

Due to resourcing pressures affecting our Adam 24 team, we are adapting our service so that we can deal with client queries in other ways, which will enable us to respond to all enqueries that we receive.

Instead of calling our Adam 24 team, please:

  • use Adam Online for all day to day banking transactions
  • contact your private banker, or any other advisor who supports you, with any queries you may have
  • use our secure messaging service within Adam Online to contact our team and we will respond as soon as possible Please ensure you do not include any payment instructions in your email.
  • email your name and phone number to adam24@adambank.com and we will respond to all queries as soon as possible. If you need us to contact you to fund an ISA for this tax year, please mark your email as URGENT ISA PAYMENT. Please ensure you do not include any sensitive information or payment instructions in your email.

 

To help keep our clients and staff safe we are also adapting some of our other services:

  • For the time being, our bankers are available for meetings over the phone and we will be making video conferencing available soon.
  • As  our offices are currently closed, please avoid sending us payment instructions or cheques via post. The quickest way to make a payment is via Adam Online or Adam Mobile.
  • If you do need to deposit a cheque, please do so using a pre-printed Adam pay-in slip at your local Royal Bank of Scotland or NatWest branch (checking its status before visiting). We strongly recommend you only do this in line with government advice.
  • In line with government advice, our counter and safe custody services are now unavailable until further notice. You may be able to use the cashier service at a local Royal Bank of Scotland or NatWest branch, but please check the branch status before visiting.

You can continue to contact your private banker directly, or any other of our advisers who support you, with any queries you may have. Alternatively, you can email Edinburgh@adambank.com and a message will be passed to them as soon as possible. Please ensure you do not include any sensitive information or payment instructions in your email.

 

Adam Online provides a safe and secure way to carrying out your day to day banking. If you have not yet registered, please email digitalhelpdesk@adambank.com and we will arrange to set you up.

Thank you for your support.

 

 

Click here for information about Adam worldwide travel insurance and the coronavirus

 

 

Business Clients

FOR Business CURRENT ACCOUNT HOLDERS

We are aware of the government’s various initiatives to support businesses and are looking into how we can participate in these as a matter of urgency. As soon as this is clear, we will provide more information. In the meantime, if you are experiencing any financial difficulties - involving any existing borrowing or you need to set up a new borrowing arrangement - please speak to your banker as soon as possible.

 

 

coronavirus questions and answers

Q. Are there any other ways of contacting Adam apart from using Adam 24 or calling the switchboard?

A. Yes. Instead of calling our Adam 24 team, please:

  • use Adam Online for all day to day banking transactions
  • contact your private banker, or any other adviser who supports you, directly with any queries you may have
  • use our secure messaging service within Adam Online to contact our team and we will respond as soon as possible
  • email your name and phone number to adam24@adambank.com and we will respond to all queries as soon as possible. Please ensure you do not include any sensitive information or payment instructions in your email.

Adam Online provides a safe and secure way to carrying out your day to day banking. If you have not yet registered, please email digitalhelpdesk@adambank.com and we will arrange to set you up.

Further ways of contacting us can be found at adambank.com/contact.

 

Q. I have booked a holiday but cannot travel. I did not take out travel insurance but I paid for my trip using my Adam Black Card. Will I be covered?

A. If you paid for your trip using your Adam Black Card, you should call Allianz Global Assistance as follows:

 

Q. I have booked a holiday but cannot travel. I did not take out travel insurance but I paid for my trip using my Adam Gold Card/Adam Classic Card. Will I be covered?

If you paid using your Adam Gold Card or Adam Classic Card, this will not cover you for your trip. We suggest you contact the travel provider with whom you booked your travel to discuss what options are available to you.

 

Q. Can you increase the limit on my overdraft/Adam Black Card/Adam Gold Card/Adam Classic Card?

A. We are doing everything possible to support our clients during this time and will be happy to discuss increasing your limits as appropriate, subject to status.  Please contact your private banker to discuss.

 

Q. Are you changing the Adam 24 service?

A. Yes. We are operating with restricted capacity in our Adam 24 team.  In order to ensure we can address all queries, we are currently not taking calls.

Instead of calling our Adam 24 team, please:

  • use Adam Online for all day to day banking transactions
  • contact your private banker, or any other adviser who supports you, with any queries you may have
  • use our secure messaging service within Adam Online to contact our team and we will respond as soon as possible
  • email your name and phone number to adam24@adambank.com and we will respond to all queries as soon as possible. Please ensure you do not include any sensitive information or payment instructions in your email.

 

Q. Are you going to be shutting your offices?

A. Our offices are currently closed. Should this change, we will update adambank.com/incidents with details and where possible we will notify clients who will be impacted.

 

Q. I want to meet my banker or other adviser. How can I do this?

A.  Our bankers and other advisers are available for meetings over the phone and we will be making video conferencing available soon. Please contact them to agree arrangements.

 

Q. What will happen if I need to access my items that are stored in your safe custody service?

A. Our offices are now closed and it is not possible to access safe custody items at this time.  We apologies for any inconvenience. In case of emergency, please contact your private banker.

 

Information last updated 31/03/2020

 

 

Beware of fraudsters attempting coronavirus-related scams

Unfortunately, fraudsters are taking advantage of the current situation and are using the coronavirus outbreak to try and trick people and businesses into parting with their money or sensitive information.

 

You can learn more about the common scams we are seeing below. Please remain vigilant and contact us straight away if you think you have been targeted.

Fraudsters are sending out coronavirus-themed phishing emails to trick people into opening malicious attachments or revealing sensitive personal and financial details.

Emails purporting to be from medical or government research organisations should be treated with caution.

Vishing is fraudulent contact made by phone. 

Be alert to bogus calls linked to coronavirus as these could be from fraudsters who claim they are from organisations such as the Bank, the Police, an official health organisation or a company that you trust.

Fraudsters are targeting those who are ill or self-isolating by offering to do their shopping. The fraudster will ask for their victim’s card and PIN to enable them to purchase the groceries but will use this to access the victim’s account. Of course, the groceries will never arrive.

Protect your business from coronavirus-related scams

With remote working increasingly common, remember that anywhere your staff work is an extension of your workplace. It's therefore especially important for employees to be aware of the need to maintain security and that fraudsters are exploiting the spread of the coronavirus to facilitate various types of fraud and cybercrime.

Fraudsters pose as a creditor or supplier and advise you that because of the coronavirus outbreak their company’s bank details have changed and that you should update the sort code and account number you hold.

Bogus emails, claiming to be from a senior member of staff, such as a Director, CEO or Chairman, are sent to the accounts team requesting an urgent payment. 

The fraudster will often claim that an urgent payment is needed due to exceptional circumstances, such as the spread of coronavirus.

 

 

Flybe ceases trading

Flybe ceased trading on Thursday 5th March and has now entered administration. For information on what to do if you've been affected by the collapse of Flybe please read the article below.

 

Visit adambank.com/contact for all the ways you can contact us

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06 Mar 2020

What to do if you’re affected by the collapse of Flybe

What to do if you’re affected by the collapse of Flybe