Complaint Procedure

19 November 2018

Good Morning,
Further to our communication on the 25th July, any customer complaint received in relation to an Ulster Bank Product and/or service must be notified immediately to the Mortgage Intermediary Unit. This includes complaints that have been resolved by the Mortgage Intermediary within 5 business days and where no action is required by Ulster Bank. Ulster Bank has now updated our website with a new on-line complaints form. All complaints must be submitted via the new form which can be found under the support section on our intermediaries website This form should be used with immediate effect.

Please ensure you include all the relevant information and any supporting documentation uploaded to the online form prior to submission as this form cannot be amended once it has been submitted. Any changes will require a new complaint to be logged on line.

The complaint will be managed by Ulster Bank’s dedicated Customer Care Centre who will investigate and liaise with the customer directly under Consumer Protection Code (CPC) requirements.

Customers continue to have the option of raising the complaint directly with the Customer Care Centre . Click here for all contact details

A reminder that the Consumer Protection Code (CPC) complaints investigation timeline is effective from the date of notification of the complaint to the Mortgage Intermediary and not the date of receipt by Ulster Bank.

If you have any further questions on this communication please contact your Relationship Manager.