Making a complaint

We have procedures in place to help resolve complaints and disagreements. We will act fairly and reasonably to seek to resolve problems quickly, using plain English throughout.

How we will handle your complaint

We pride ourselves on the fact that we listen to our customers and we do everything we can to provide you with excellent levels of service.

We recognise, however, that there may be times when we fail to meet your expectations. When this happens, we encourage you to tell us and give us an opportunity to resolve the problem to your satisfaction.

How and where to complain

If you are not satisfied with any aspect of our service or products, you can tell us about your concerns in the following ways:

By phone: 0345 140 1000

By email: utb@unity.co.uk

In writing: The Banking Operations Director, Unity Trust Bank plc, Nine Brindleyplace, Birmingham, B1 2HB.

What we will do

Your complaint will receive urgent attention from a senior member of our team. Our aim is to resolve your complaint as quickly as possible, ideally by the end of the business day following receipt. If we are able to resolve the complaint to your satisfaction, no further action will be taken.

If, for any reason, we have been unable to resolve your complaint by the end of the following business day, we will write to you within three working days of receipt of your complaint to acknowledge the complaint and let you know who is dealing with it.

By the end of eight weeks after receiving your complaint, we must send you a final response letter. We will also send you a copy of the Financial Ombudsman Service standard explanatory leaflet.

You can appeal to the Financial Ombudsman Service if you feel that we have not kept to any of these procedures.

The Financial Ombudsman Service

The Financial Ombudsman Service acts independently of the bank and provides a free service as an impartial adjudicator. The Ombudsman can deal with complaints about most types of banking business from most types of customer.

However, there are certain types of complaint and customer that the Ombudsman cannot deal with, including the following:

  • A mistake that has not caused financial loss, material inconvenience or material distress;
  • Matters that have been (or are being) dealt with by a court;
  • The way the banking system operates;
  • The way in which a bank used its commercial judgement - for example, whether or not to grant a loan - and the terms applied, unless there was maladministration (maladministration includes a material mistake, undue delay, improper discrimination or failure to follow proper procedures);
  • Fees or interest that are charged properly under the terms of the account; or
  • Where the complaint is from a business, a charity or from a trustee of a trust any of which have an annual turnover in excess of £1million.

If you want to ask the Financial Ombudsman Service to review your complaint, you must do this within six months of the date of our Finance Response letter.

You can contact the Financial Ombudsman Service in the following ways:

By phone: 0300 123 9 123

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

In writing: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

For further information please visit www.financial-ombudsman.org.uk.