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Complaints

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: 0345 140 1000

By email: utb@unity.co.uk

In writing: Unity Trust Bank plc, Nine Brindleyplace, Birmingham B1 2HB

What we will do

Your complaint will receive urgent attention. Our aim is to resolve your complaint as quickly as possible, ideally by the end of the third business day following receipt.

If, for any reason, we are unable to resolve your complaint by the end of the third business day following receipt of your complaint we will write to you acknowledging the complaint and tell you who is dealing with it. We will keep in regular contact with you whilst we deal with your complaint.

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.

Complaints can be brought by, or on behalf of, customers (or potential customers) who are:

  • private individuals or
  • “micro-enterprises”

“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

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

In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

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