Complaints

Resolving problems quickly and effectively

We always aim to provide a high standard of service to all our customers. However, there may be times when something leaves you disappointed or dissatisfied.

Please tell us if you are unhappy or have a complaint about any aspect of our service. Everything we learn from our customers helps us to consider changes that will ensure we meet your expectations now and in the future.

How to complain

If you wish to complain, please get in touch with us as soon as possible. You can contact us by phone, in person, in writing or by e-mail as follows:

Customer Services Team
Lombard
Ulster Bank Group Centre
George's Quay
Dublin 2

Or you can call or email us.

A note about emailed complaints

If you choose to complain by e-mail, we will usually respond to your e-mail address. However, there may be occasions when we will need to respond to you by post, to ensure privacy or where we need to enclose copies of documents.

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How we will handle your complaint

We are committed to resolving any complaints fairly and promptly. Striving to minimise your inconvenience, we'll listen to your concerns and try to agree a solution with you.

The member of our team whom you first contact will discuss your complaint and identify with you what we can do to put it right. The more information you can provide, the quicker we can try to fix the problem.

Sometimes, we will not be able to sort everything out for you right away. If so, we will acknowledge your complaint in writing within five working days. On these occasions, we aim to resolve matters within fourteen days.

If your complaint is particularly complicated, it may take longer to remedy. In this case, you will receive a letter from us giving you reasons for the delay and an indication of when we expect to resolve your complaint.

If together, we cannot reach an agreement by the end of eight weeks:

  • we will send you a letter giving you our reasons for the delay and an indication of when we expect to provide a resolution

or

  • we will issue our final response letter, which will explain our final position.
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How to refer a complaint to the Financial Services Ombudsman

If we have given you our final response to your complaint and you are still dissatisfied, you may also refer your complaint to the Financial Services Ombudsman in writing to: 3rd Floor, Lincoln House, Lincoln Place, Dublin 2.

The Financial Services Ombudsman offers a free independent service and can help with most financial complaints.

Visit the Financial Services Ombudsman website (opens in new window)

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