Our Commitment to You

At UBL UK, we want you to enjoy the best possible products and services and to have a great customer experience.  

We are sorry when we get things wrong and when we do not meet your expectations. Bringing your concerns to our attention provides us with the opportunity to put things right as quickly as possible and to continually improve. That is why we value your feedback.

Communication is Key

We appreciate you taking the time to contact us about your complaint and we want to make this an easy process for you.              

Complaints and your feedback can be made:

In person: just visit any of our branches and speak to a member of staff.

(The addresses of our branch network can be found in the ‘Branch Locator’ section of 'About Us' or online at https://www.ubluk.com/about-us/branch-locator/)

In writing to: Complaints, UBL UK, 2 Brook Street, London W1S 1BQ

By phone: 0808 202 4977

Online: complaints@ubluk.com or visit our Website – www.ubluk.com/about-us/get-in-touch

Investigation, Resolution and Response Times

We will investigate your complaint and do our best to resolve it as quickly as possible. Occasionally there will be delays due to the complaint’s nature and complexity. You have our commitment to:

Resolve and summarise our actions to you in writing within 5 business* days of the date of receiving your complaint, when we are able to put things right quickly. 

Acknowledge your complaint within 5 business days of the date of receiving your complaint, when we know that our investigation to resolve your compliant will take longer. In which case, we will provide you with our Final Response Letter to your complaint, within 15 business days of the date of receiving your complaint.

If, for any reason, we are unable to meet these standards, a holding response communication will be sent to you to explain the reasons for the delay and the actions that we are taking to resolve matters. The Final Response Letter will then be issued within 35 business days of the date of receiving your complaint.

The Financial Ombudsman Service

Exceptionally, if we have been unable to resolve your complaint within 35 business days or if you are not satisfied with the outcome of your complaint, you may wish to take this matter further by contacting the Financial Ombudsman Service (FOS).

FOS is an independent organisation that helps consumers and small businesses to arbitrate and resolve complaints with financial institutions, when the parties disagree. You will however need to do this within 6 months of the date of receiving our Final Response Letter.

You can contact FOS in the following ways:

In writing to: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

By Phone: 0800 023 4567 or 0300 123 9123

Online: Website – www.financial-ombudsman.org.uk  or Email – complaint.info@financial-ombudsman.org.uk

Leaflets entitled ‘your complaint and the Ombudsman’ are also available from our branches.

*Business day is any day on which banks are usually open for business in the United Kingdom, excluding Saturday’s, Sundays and Bank and other public holidays.

Useful Information

For Us:

We need to record and fully understand your complaint.

For us, it will be useful if you can provide the following information so that we can both investigate and resolve any dissatisfaction as quickly as possible:

  • Your name and address.
  • Your Account number and Sort Code.
  • When your issue occurred.
  • A summary description of your complaint.
  • Any names, dates or references given to you, if you have already spoken or received communications from us.
  • How you have been affected by what has gone wrong.

For You:

If you need to visit and speak to a member of staff our Branch addresses can be found here.