We pride ourselves on the fact that we listen to our customers and we do everything we can to provide you with excellent customer 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: Call our Customer Service Team on 0345 140 1000
By email: You can email your complaint to us at firstname.lastname@example.org
In writing: or you can write to us at Customer Services Department, UTB, PO Box 7193, Planetary Road, Willenhall, WV1 9DG
What we will do
Your complaint will receive urgent attention. Our aim is to resolve it as quickly as possible, generally by the end of the third business day following receipt, when we will write to you with a summary of the resolution and letting you know what to do next if you are not happy with what we have done.
If, for any reason, we are unable to resolve your complaint by the end of the third business day, we will write to you letting you know what we are doing and when you can expect to hear from us. We will keep in regular contact with you whilst we deal with your complaint.
If eight weeks have gone by since we received your complaint, we will send you a Final Response letter. We will also send you a copy of the Financial Ombudsman Service standard explanatory leaflet.
If we have not resolved the complaint to your satisfaction after eight weeks you may be able to appeal to the Financial Ombudsman Service.
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.
Complaints can be brought by, or on behalf of, customers (or potential customers) who are:
- private individuals or
“Micro-enterprises” (an EU term covering smaller businesses) can bring complaints to the ombudsman as long as they have an annual turnover of less than two million euros and fewer than ten employees.
If you are a smaller business, charity or trust wanting to bring a complaint to the ombudsman, they will usually need to ask you some questions and request relevant paperwork from you about your turnover etc.
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
In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
For further information please visit www.financial-ombudsman.org.uk.