How To Make A Complaint - Help And Support | Ulster Bank

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How to complain

Tell us what went wrong

Add your signposting title here… Can we help?

Many issues can be resolved almost immediately via our online help. Common issues that can be resolved online are:

We are sorry that you need to make a complaint Please give us the opportunity to make things right

We 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.

Below you can find 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.

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 1850 424 365Available 24/7. Calls may be recorded

In writing 

Send a letter with details of your complaint, you account number and sort code to your branch or to:

Complaint Handling Centre
Ulster Bank
PO Box 145
FREEPOST
Dublin 2

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.

Helpful Information

What do we need and why?

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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 to expect next

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Once we receive a complaint, we will write to you immediately with your complaint reference for your records.

You will also be contacted to discuss your complaint and to resolve your issue as quickly as possible. It's important we can reach you on the number you provide. If we cannot contact you phone, we will write to you.

If your complaint can't be resolved at this stage, it will be progressed in line with our complaint timelines.

Find out what happens next
  • You will receive a response so you know we have received your complaint containing your complaint reference number for your records and so we can always find your information quickly should you need to contact us.
  • We will ring you to discuss your complaint and help to resolve things quicker, please provide us with your contact details and preferred time for us to call.
  • We will keep you updated with written communication after 5 working days if we are still investigating and then at regular intervals
  • If we take more than 2 days to resolve your complaint we will write to you to let you know our final response. This will outline the details of our investigation, how we arrived at our decision and what we plan to do as a result.
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Add your signposting title here… 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.

Call us

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 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 Ombudsman.

What are they?

 

 

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

 

 

How do I contact them?

You can write to them at:

Financial Services Ombudsman
3rd Floor, Lincoln House, Lincoln Place
Dublin 2
Lo-call: 1890 882090
Tel: 6620899
Fax: 6620890
Email: enquiries@financialombudsman.ie
Web: www.financialombudsman.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 Ombudsman (FSO), therefore you may prefer to contact us or the FSO directly in the first instance regarding your complaint.

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