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If you would like you can let us know what has gone wrong by completing our online form.
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Tell us what went wrong
How to complain
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.
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.