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How to complain

Tell us what went wrong

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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.

What we need from you

Helpful Information

What do we need and why?

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 to expect next

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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 or phone us directly on

 

0800 0155 352

Lines are open from 9am - 5pm Mon-Fri

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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.

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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

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