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PPI Complaints
If your complaint relates to PPI then please visit our dedicated web page.
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.
How to complain about the way your Payment Protection Insurance (PPI) was sold
*Calls may be recorded. Call charges
Ulster Bank have collected your contact information to enable us to provide you with updates on the progress of your complaint. The complaint record will be stored for 6 years for audit / investigation purposes as required by regulatory authorities. Our full Privacy Policy is available at ulsterbank.co.uk/privacy.
Helpful Information
What do we need and why?
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 to expect next
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.
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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.
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.
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.
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.
Business Banking Resolution Service (BBRS)
Register your interest in using the new dispute resolution service for UK businesses
A new, independent dispute resolution service is being established for eligible small and medium sized UK businesses that have unresolved complaints with participating banks. The new organisation is called the BBRS and will be guided by its commitment “to do what is right, fair and reasonable at all times”.
Ulster Bank is one of the seven participating banks which have committed to support the BBRS.
If you are interested in finding out more information or in registering your interest in using the new service, please visit the BBRS website.