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How to complain

Ways to complain

As a valued customer of the Bank, we are sorry that you need to make a complaint. We will 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. If you have recently transferred to a new service provider, but have a complaint regarding your Ulster Bank product, you can still raise a complaint. Here are 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
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 1800 200 162

In writing

Send a letter with details of your complaint, your account number and sort code to your branch or to: Ulster Bank,  Customer Care, 3rd Floor, Block B Central Park, Leopardstown FREEPOST Dublin 18

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.
Branch Locator

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 include in your complaint:

  • Your name and address
  • Your account details and what it relates to
  • When your issue occurred
  • A description of your complaint
  • How you have been affected by this
  • A contact number and a convenient time to contact you

What happens next

Once we receive your complaint, we will try and make contact with you to discuss and resolve your issue.  It’s important that we can reach you on the number you provide.  Please provide us with your contact details and preferred time for us to call.  If we cannot reach you by phone, we will write to you.

If your complaint can’t be resolved within 5 business days, we will acknowledge your complaint in writing, giving you your unique complaint reference.

We will ring you to discuss your complaint to help resolve things quicker and if we are still investigating your complaint  after 5 working days, we will write to you at regular intervals until your issue is resolved.

Download our complaints brochure

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.

Freephone:

1800 200 162

Or if you are calling from abroad:

00353 1709 2042

Lines are open Monday to Friday 9am to 5pm

If you are still not happy

Financial Services and Pensions 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 Services and Pensions Ombudsman.

The Financial Servicesand Pensions Ombudsman offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Services and Pensions Ombudsman can look into, and further information about this can be obtained from them directly.

You can write to them at:

Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place
Dublin 2, D02 VH29
Tel: 01 567 7000
Email: info@fspo.ie
Web: www.fspo.ie

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 http://ec.europa.eu/odr you will need the following information: ComplaintsRI@ulsterbank.com.

Please note that under current rules the European Commission will ultimately redirect your complaint to the Financial Services and Pensions Ombudsman (FSPO), therefore you may prefer to contact us or the FSO directly in the first instance regarding your complaint.

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