How To Make A Complaint - Help And Support | Ulster Bank

Lady in armchair with laptop

How to complain

Tell us what went wrong

Add your signposting title here… Before you complain

Many issues can be resolved almost immediately via our online help. Common issues that can be resolved online are:

We are sorry that you need to make a complaint Please give us the opportunity to make things right

We aim to resolve your complaint as quickly as possible, if you call us you will be directed immediately to a member of staff who will take responsibility for resolving your complaint or finding the right person to help you.

Below you can find the different options available to you to make a complaint

Online

If you would like you can let us know what has gone wrong by completing  our online form.

By Phone 

To help us understand what has gone wrong and how we can help, some customers find it easier to talk through their issues. To talk to a member of staff, you can call us on 0345 742 4365*.

In writing 

Send a letter with details of your complaint, your account number and sort code to your branch or to:

Complaint Handling Centre 
Ulster Bank 
Freepost BEL4084 
Belfast BT1 5BR

In person

If you prefer to speak to us in person, you are welcome to visit one of our branches. To find your nearest branch use our branch locator.

Helpful Information

What do we need and why?

Father and daughter on sofa with laptop

To help us investigate and resolve your complaint, please provide as much information as possible.

This information will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint.

Your contact details are important to help us contact you if we need to discuss your complaint with you.

(Please note – our calls may appear as ‘private’, ‘unknown’ or ‘withheld’ on certain handsets)

What we need
  • Your name and address
  • Your account details and what it relates to
  • When your issue occurred
  • A description of your complaint
  • How you have been affected by this
  • A contact number and a convenient time to contact you

What to expect next

young guy in coffee shop with mobile

Once we receive a complaint, we will write to you immediately with your complaint reference for your records.

You will also be contacted to discuss your complaint and to resolve your issue as quickly as possible.  It's important we can reach you on the number you provide.  If we cannot contact you phone, we will write to you.

If your complaint can't be resolved at this stage, it will be progressed in line with our complaint timelines.

Find out what happens next
  • You will receive a response so you know we have received your complaint containing your complaint reference number for your records and so we can always find your information quickly should you need to contact us.
  • We will ring you to discuss your complaint and help to resolve things quicker, please provide us with your contact details and preferred time for us to call.
  • We will keep you updated with written communication after 5 working days if we are still investigating and then at regular intervals
  • If we take more than 2 days to resolve your complaint we will write to you to let you know our final response. This will outline the details of our investigation, how we arrived at our decision and what we plan to do as a result.
female staff with headset
Add your signposting title here… Looking for an update?

If you have previously raised a complaint and are looking for an update, please refer to the contact details provided to you in the text or letter you have received from us.

young couple in front of a mirror

Please complete the PPI Consumer Questionnaire and send the completed form directly to us at one of the addresses below.

For Loan or Mortgage PPI

FREEPOST
Ulster Bank Complaint Handling Centre
BEL4084
Belfast
BT1 5BR

Call our PPI Complaints Team directly on: 0800 015 5352.

For Credit Card PPI

PPI Customer Concerns Team
5th Floor
1 Hardman Boulevard
Manchester
M3 3AQ

Call our Credit Card PPI Complaints Team directly on: 0800 015 0319.

Add your signposting title here… Payment Protection Insurance (PPI)

In line with our commitment to becoming Ireland’s most helpful bank, we have set out below some guidance on how to make a PPI complaint.

Please approach us directly about any PPI claims, as there is no advantage to you in using a Claims Management Company.

It's easy and free of charge to make a complaint direct to us.
Claims Management Companies (CMC) may take a fee of up to 25% of any compensation you receive.
We treat a complaint coming directly from you in exactly the same way as one received from a CMC.

BEWARE OF FRAUDSTERS: WE WILL NEVER ASK YOU TO PAY US TO INVESTIGATE YOUR COMPLAINT.

View our FAQs for PPI
If you are still not happy Financial Ombudsman

Our aim is to resolve all complaints internally. However, if you are not satisfied with our resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may have the right to refer your complaint to the Financial Ombudsman Service.

What are they?

The Financial Ombudsman Service is a free independent service. They aim to resolve complaints that consumers and financial businesses haven't been able to resolve themselves. They can help with most financial complaints. However, there are some limits on what they can look into. You can get more information about this from them directly.

 

 

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of any final response we send to you.

How do I contact them?

You can write to them at:

The Financial Ombudsman Service 

Exchange Tower 

London E14 9SR 

Telephone: 0800 023 4567 

email: complaint.info@financial-ombudsman.org.uk 

website at www.financial-ombudsman.org.uk

 

Alternatively, if your complaint relates to a product or service purchased online, you can contact the European Commission using their Online Dispute Resolution (ODR) platform. The ODR platform, primarily aimed at European Union (EU) cross-border disputes, is designed to help consumers resident in the EU get access to dispute resolution if they remain unhappy with the response they have received from a trader established in the EU. To use the ODR platform you will need the following information: james.duffield@rbs.co.uk. Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS) therefore you may prefer to contact us or the FOS directly in the first instance regarding your complaint.

Have you had a good experience? We would like to know
Leave us Feedback
Set Tab for lightbox