Complaints Procedure

We are keen to understand when something does go wrong, so please let us know us as soon as possible and we will do our best to find a solution.

Complaints Procedure

United Bank of Africa (UK) Limited (“UBA UK”) aims to ensure that all our clients are given the best possible service. However, we recognise that sometimes we may not always get it right and, if this should happen, we aim to resolve your complaint promptly.

Making your complaint

If you’re dissatisfied in any way with a product or service offered by UBA UK, please get in touch with your relationship manager right away and let them know about your concerns.

If you’re not happy with our response and would like to escalate your complaint, there are three ways you can do this:

How to make Complaint

In writing to:
Head of Compliance
United Bank for Africa (UK) Limited
36 Queen Street
London
EC4R 1BN

By email:
info@ubauk.com

Please do not disclose any confidential information in your email. If you need to refer specifically to account details, call or write instead.

By telephone:
+44(0)20 7 766 4600

We’re open Monday to Friday 9am-5pm. Calls may be recorded and are charged at a basic rate from a landline.

Once you have made your complaint

It is UBA UK’s policy to ensure all clients are treated fairly and sympathetically. We intend to resolve all complaints fairly and quickly and, in most cases, this can be carried out by the relevant department. If you have made the complaint verbally, we will confirm our understanding of your complaint in writing.

 

When will you hear back from us?

We aim to resolve matters as quickly as possible. However, if we are not able to resolve your complaint within three business days, we will send a letter providing you with a summary of your complaint, the name, job title and contact details of the person handling your complaint.

If your complaint relates to other products, you will be sent a final response letter within eight weeks. The final response letter will explain:

• The outcome of our investigations;
• How you can pursue the matter further with us, if necessary; and
• That we will regard the matter as closed if you do not respond within 8 weeks of our final response letter.

If our investigation has not been completed within the prescribed time frame as detailed above, we will inform you in writing that the investigation is not complete, explaining the reasons why, as well as the likely outcome and date for completion.

Should you be dissatisfied with the handling of your complaint at any time, please let us know via the contact details above. The Department manager or Compliance team will investigate the matter and ensure a response is sent within five business days.

Unhappy with the outcome?

If you are not satisfied with the outcome, you may have the right to contact the Financial Ombudsman Service (“FOS”) within six months of the date of the final response letter or 8 weeks after the complaint was received by UBA UK. The FOS was set up to review unresolved complaints from personal clients or from small businesses.

In writing:

Financial Ombudsman Service
Exchange Tower London
E14 9SR

Telephone: 0800 023 4567
Website: http://www.financial-ombudsman.org.uk/