Complaints

Making a Complaint

We understand that sometimes things can go wrong. If you are unhappy with the service you have received from us, please can let us know and will do our best to resolve the issue and make it right.

How to Make a Complaint

If you are unhappy with our service, and would like to make a complaint, you can contact us through the following methods:

  • In Person: Visit our London branch at 2 Brook Street, Mayfair, W1S1BQ, and speak to a member of staff.
  • By Post:  You can send a letter to ‘Complaints Department, UBL UK, 2 Brook Street, London W1S 1BQ’.
  • Email:  You can send us an email to complaints@ubluk.com
  • By Phone:  You can call us on 0808 202 4977 Monday to Friday, from 9:15am to 5:15pm (Excluding Bank Holidays).

What Happens After You Make A Complaint?

If you have raised a complaint with us, we would like to assure you that we will always try to resolve your complaint as quickly as possible.

Whenever possible, your complaint communications will be sent to your registered E-mail address.

Acknowledgement – We will try to resolve your complaint within 3 working days If we are unable to We will send you an acknowledgement within 5 Working Days to confirm that we have received your complaint and are looking into the matter. 

Investigate – We will aim to complete a full investigate of your complaint within 15 Working Days for payment or a payments service complaints and 35 Working Days for any other type of complaint. If we are still investigating your complaint after 4 weeks, we will contact you to let you know. In exceptional circumstances, if we are unable to provide you with a final response within the timeframes mentioned above for reasons beyond the Bank’s control, we will provide you with a holding response.

Final Response Letter– We aim to provide you with a final response letter within 35 Working Days, which will covers the following:

    • Details of our investigation;
    • Our decision;
    • If applicable, next steps and;
    • Information about the Financial Ombudsman.

Dissatisfied with the outcome of your Complaint?

If we have not been able to resolve your complaint within 35 Working Days or you are unhappy with the outcome of your complaint, you can ask the Financial Ombudsman Service (FOS) to look into your complaint.

Who are FOS?

FOS are an independent organisation that helps consumers and small businesses to settle and resolve complaints with financial institutions, when the parties disagree. This is a free, independent service.

Ways to contact the Financial Ombudsman Service:

    • In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
    • By Phone: From the UK: 0800 023 4567   ; From Overseas: +44 207 9640 500

Monday to Friday from 8am to 5pm, Excluding Bank Holidays.

If you want to refer your complaint after we have issued our Final Response, you must do it within 6 months of the date on the letter.