What happens if things go wrong?

At United Trust Bank, we endeavour to provide our customers with the highest level of service at all times. You should find your dealings with us to be prompt, efficient and friendly. If things go wrong we always aim to resolve the problem quickly.

We have a formal complaints procedure to ensure that your complaint is handled quickly, fairly and efficiently; this information is designed to provide you with details of this process.

We suggest that you bring your concerns to our attention as soon as possible; we aim to deal with all complaints fairly, consistently and promptly. This helps us to learn from our mistakes, avoid repetition and resolve your concerns without delay.

If we are unable to resolve your concerns over the telephone by close of business the following working day after you have lodged your complaint, we will follow the process detailed below:

The Process

• On receipt of your complaint (whether received by telephone, letter, email or fax) the matters raised will be investigated.

• If we can resolve your complaint to your satisfaction by the end of the third working day following its receipt we will write to you confirming what we have agreed.

• If this is not possible we will acknowledge your complaint within 5 working days of receipt.

• If the complaint is still outstanding after 4 weeks, we will aim to send a final response to you within 8 weeks of your initial complaint.

• If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

• If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can refer the matter to the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

• You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response. You can access the Financial Ombudsman Services website at http://www.fos.org.uk

There will be further information available on the website.

We are a member of the Finance and Leasing Association (FLA). Where your complaint has not been decided by the Financial Ombudsman Service or a Court, you may have the right to refer your complaint to the FLA. Further information can be found by visiting www.fla.org.uk or by calling 0207 8366511.

If you opened your deposit account online, you may also refer your complaint to the European Commission Online Dispute Resolution http://ec.europa.eu/consumers/odr/

The Bank was approached to consider a proposal to fund a substantial renovation and improvement project in a town on the edge of London.

 


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