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.
How to complain
Tell us what went wrong
Many issues can be resolved almost immediately via our online help. Common issues that can be resolved online are:
How do I query a Visa debit card transaction?
If you don't recognise a transaction on your Visa debit card or have an issue with a payment, you should follow the help on our card payment support zone.
Why have I received a letter from the Collections department?
If you are in financial difficulty and require guidance and support, you can find more information here.
If you have received a letter from Ulster Bank Collections department in error please call:
1800 435 763
Lines are open:
Mon - Thurs 9am to 7.30pm
Fri 9am - 6pm
Sat 9am - 1pm
Calls may be recorded.
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
If you would like you can let us know what has gone wrong by completing our online form.
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 424 365
Send a letter with details of your complaint, you account number and sort code to your branch or to:
PO Box 145
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.
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 expect next
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.
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.
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.