Business Update:Coronavirus (Covid-19) Outbreak
Cayman National, like many other businesses in the Isle of Man, has contingency plans in place to minimise the disruption caused by a pandemic. As a result, we have put together the following customer guide.
Our office hours
We are open between 9am and 5pm daily, with staff manning the office continually during working hours. In the event that a case of Covid-19 is confirmed within our team we may need to close the office temporarily in order to conduct a deep cleanse of the premises. This would be necessary to protect our staff, visitors and customers from infection and we would expect to open again within 24 hours.
Temporary disruption of this nature would be advertised by way of notices displayed at our office and on our website at www.caymannational.im
Protecting our colleagues and customers
We will continue to follow the advice of the Isle of Man government and Public Health England in our response to the current pandemic. This includes adherence to guidance about good hygiene, working practices, protecting the vulnerable, self-isolation and the prevention of further contagion.
As a consequence, we will shortly be introducing home working for a number of our team members to ensure that those most at risk are protected, and as part of our contingency planning arrangements for limiting contagion amongst our staff more generally.
Arrangements are already in place to enable our services to be provided from different locations. In addition to contacting their normal relationship manager customers may also make use of our departmental email addresses and telephone numbers. These can be accessed by multiple team members, thereby ensuring any customer correspondence, requests and/or enquiries will not go unanswered. To ensure customers are not inconvenienced we encourage them to copy the relevant department into correspondence with their relationship manager. Our departmental coordinates are listed below for ease of reference.
In support of the Isle of Man Government’s plans for containing any potential outbreak we are discouraging meetings in person, although remain available by telephone or email, or can arrange a videoconference call where preferred.
Making payments
In the current climate many of our customers will 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 Covid-19 outbreak may present fraudsters with an opportunity to exploit vulnerabilities. We are therefore unable to publish specific guidance, but will work with account holders to ensure we agree a secure, pragmatic and timely way in which we can action instructions in order not to cause them (or their own customers) unnecessary inconvenience.
If you are a customer that has been impacted in this way please contact your usual relationship manager for guidance or, in his/her absence, contact us on one of the helplines below. In addition, we would encourage all of our 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 often be occasions where there is a need to sign documentation. In most cases, we encourage customers to return these to us signed as scanned documents, with the original ‘wet’ copies following within a reasonable time period.
However, if you are unable to arrange for a document to be signed (e.g. you are awaiting multiple signatures) you 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 you a document for signing which will allow you to add a binding signature electronically. 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 you with further guidance.
Financial support services
We appreciate the potential financial consequences that can result from an extended period of economic disruption, such as that being caused by the current pandemic. If any of our customers have been affected we encourage them to contact us as soon as possible to discuss how we may be able to help them.
Contacting us
You may continue to call into or write to us at our offices at Cayman National House, 4-8 Hope Street, Douglas, Isle of Man, IM1 2AQ or email/telephone your 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 646928 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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