Business Update: Coronavirus (Covid-19) Lockdown 2 March 2021
Cayman National’s priority is to protect the health and safety of our colleagues, their families, and our customers; whilst continuing to provide a full range of financial services and solutions to meet our clients’ needs. However, we must comply with the circuit break and have therefore made the decision to temporarily close our office during this lockdown.
Like many other businesses in the Isle of Man, we have contingency plans in place to minimise the disruption caused by a temporary lockdown. Whilst our office on Hope Street, Douglas, will be closed during lockdown a full service will continue to be available remotely.
To assist customers, we have put together the following customer guide.
Our working hours
We continue to operate between 9am and 5pm daily (Monday to Friday). Customers may contact us by email, telephone or by mail, using the contact details provided below.
Post sent to our office will continue to be monitored daily and responded to by email/telephone, as required.
Protecting our colleagues and customers
Our staff will be working from home and are properly equipped to do so efficiently, with the safety of customer data a priority. Customers should contact their relationship manager in the normal way, or alternatively choose to use the departmental email addresses and telephone numbers provided below. These can be accessed by multiple team members, thereby ensuring that any correspondence, requests and/or enquiries will not go unanswered.
To avoid undue inconvenience or delays we encourage customers to send a copy of any correspondence with their relationship manager to the relevant department mailbox below. These mailboxes are constantly monitored and will ensure you receive a prompt response if the person you are seeking is unavailable.
In support of the Isle of Man Government’s circuit break objectives we will not be holding meetings in person, although remain available by telephone or email, or can arrange a videoconference call where preferred.
Making payments
In the current situation many of our customers will also be working remotely, or from home. Some may also be in isolation, making it difficult for them to deliver written instructions to us.
The security of our customers’ funds is of paramount importance to us and we are aware that the pandemic may present fraudsters with an opportunity to exploit vulnerabilities. Consequently, we are unable to publish specific guidance, but will work with account holders to agree a secure, pragmatic, and timely way in which we can action instructions to avoid unnecessary inconvenience.
If you are a customer that has been impacted in this way please contact your relationship manager for guidance or, in his/her absence, contact us on one of the helplines below. In addition, we encourage all customers to be alert to suspicious emails, or phone calls from someone they do not know, purporting to be from Cayman National.
Signing and sending documents
Whether opening a new account or applying for a loan there will be occasions where there is a need to sign documentation. In most cases we encourage customers to return them to us signed as scanned documents, with the original ‘wet’ copies following within a reasonable time-period.
If a customer is unable to arrange for a document to be signed (e.g., they are awaiting multiple signatures) he/she may send the partially signed document to us. We will then provide further guidance or agree an extended time-period to allow for the signing to be completed.
In some cases, we may send a document for signing which will allow the addition of a binding electronic signature. Full guidance will be provided in such instances.
Inevitably, some documentation will require formal signing before an action can be undertaken and where this is the case, we will provide further guidance.
Financial support services
We appreciate the potential financial consequences that can result from a period of economic disruption, such as a lockdown. If any of our customers have been adversely impacted financially, we encourage them to contact us as soon as possible to discuss how we may be able to help.
Contacting us
Customers and intermediaries may continue to write to us at our offices at Cayman National House, 4-8 Hope Street, Douglas, Isle of Man, IM1 2AQ or email/telephone their relationship manager as normal, or via our departmental support services at:
New/general banking enquiries
+44 (0)1624 646900 client.support@caymannational.im
Payment requests/queries
+44 (0)1624 646900 banking@caymannational.im
Fiduciary services
+44 (0)1624 646901 fiduciarymanagement@caymannational.im
Fund custody services
+44 (0)1624 646915 custody@caymannational.im
Other general/non-specific enquiries
+44 (0)1624 646900 info@caymannational.im
Please continue to check our website www.caymannational.im for any further updates.
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