Complaints

United Bank UK (UBL UK) is committed to providing products and services of the very highest standards.  Should you feel that we haven't lived up to your expectations in any way, we would like to know so we can put things right for you.

If you have a complaint, then you can:-

  • Inform your usual branch contact.
  • Call the Bank’s Customer Services team on 0800 218 22 66.  We are available between 9.15 a.m. and 5.15 p.m. Monday to Friday (excluding Bank Holidays).
  • Leave feedback via the ‘Contact Us’ section on our website http://www.ubluk.com/contactus
  • Write to:  United Bank UK, Central Operations, 391-393 Stratford Road, Birmingham, B11 4JZ

We will do all we can to resolve your complaint by the end of the next business day.  If we can't do this, we will write to you within five working days to tell you what we've done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We will also let you know the name and contact details of the person or team dealing with your case.

If we haven't issued our response within eight weeks from the date you first raised your complaint, or if you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.  The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help.
The Financial Ombudsman enquiries and consumer helpline is available from Monday to Friday 8am to 8pm and on Saturday from 9am to 1pm.

Their contact numbers are:-

  • 0800 023 4567, calls to this number are now free on mobile phones and landlines.
  • 0300 123 9123, calls to this number cost no more than calls to 01 or 02 numbers.
  • +44 20 7964 0500: if you’re outside the UK.
  • Text to 07860 027 586 and the Financial Ombudsman will then call you back. It is advisable not to send any account numbers or bank details via this medium.

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

E Mail:  complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service website, which includes details of how to make a complaint against the Bank and provides a questionnaire for you to complete.