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:  Visit our London branch at 2 Brook Street, Mayfair, W1S1BQ,  and speak to a member of staff.

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

If you have raised a complaint with the Bank, you can expect us to acknowledge, investigate and write to you with our findings. You will receive an acknowledgement to your complaint through post or email.

Please note that in keeping with our UBL UK Complaints policy, we aim to fully investigate and provide you with a final response within 35 Working Days from the day after your complaint was received. Where the Bank is unable to meet this timeline for reasons beyond the Bank’s control, a holding response will be sent to you accordingly.


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 branch.

*Business day is any day on which banks are usually open for business in the United Kingdom, excluding Saturdays, Sundays and Bank/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 address is above.