Customer Service - Make your voice heard - Ulster Bank

To find out more:ulsterbank.ie1800 205 100Customer ServiceMake your voice heardComplaint Handling CentreUlster BankPO Box 145FREEPOSTDublin 2Braille, large print and audioThis brochure is also available in Braille, large print, audioor on disk. Please contact your local branch for details orTextphone 1800 924 615.Ulster Bank Ireland Limited. A private company limited by shares, trading as Ulster Bank,Ulster Bank Group and Banc Uladh. Registered in Republic of Ireland. Registered No. 25766.Registered office: Ulster Bank Group Centre, George’s Quay, Dublin 2. Member ofThe Royal Bank of Scotland Group. Ulster Bank Ireland Limited is regulated by theCentral Bank of Ireland. Calls may be recorded.ULST698RI October 2013

MOISTEN ALONG THE GUMMED EDGEMake your voice heardIf you are not completely happy with our service, we’d like to hearabout it – that way, we can do something to put it right.At Ulster Bank we do everything we can to make sure our customersget the best possible service. However, sometimes, we do not getthings right first time.When that happens, we always encourage you to tell us about yourcomplaint, so that we can correct the matter.We want to:• make it easy for you to tell us about your complaint;• give your complaint the attention it deserves;• resolve your complaint without delay;• make sure you are satisfied with how your complaint was resolved.This leaflet explains what to do if you have a complaint about theservice you receive at Ulster Bank.It also tells you how quickly we will deal with your complaint and whoto contact if you are not completely satisfied with our response.How and where to complainIf you are not satisfied with any aspect of our service or products, youcan tell us about your concern in the following ways:• in person – visit any of our branches and speak to a member ofstaff. Most of our branches are open Monday, Tuesday, Thursday andFriday from 9.30am to 4.30pm. Wednesday from 10am to 4.30pm.A number of our branches are also open on Saturday from 10amto 1pm. Some smaller branches have restricted hours/days. Pleasecheck www.ulsterbank.ie for information on your nearest branch;• in writing – either use the form attached or address your letterto the Manager of your account holding branch or yourRelationship Manager;• by telephone – use your usual number for contacting Ulster Bank.If you have access to our Anytime Telephone Banking service, ourAdvisers are available from 8am to 10pm, 7 days a week.How long will it take?We aim to solve your concern straight away. However, if we have notbeen able to resolve your complaint within 5 days, we will write totell you:• why we have not yet resolved your complaint;• who is dealing with your complaint;• when we will contact you again.In most cases, complaints are dealt with within two weeks.We will contact you regularly until your complaint has been resolved.If your complaint is particularly complex, it may take longer toresolve. If, together, we cannot reach an agreement by the end ofeight weeks, we will:• send you a letter giving our reasons for the delay and an indicationof when we expect to provide a resolution; or• refer your complaint to our Complaint Handling Centre – they willissue Ulster Bank’s final response letter, which will explain ourfinal position.You will also receive a leaflet explaining your referral rights to TheFinancial Services Ombudsman’s Bureau. For more information, pleaserefer to the section on The Financial Services Ombudsman’s Bureau.If you are unhappy with the wayyour complaint is dealt withOur aim is to resolve your complaint as quickly as possible and toyour complete satisfaction. If you are not satisfied with our actionor explanation, the member of staff dealing with your complaintwill be happy to discuss your concerns further.However, if you remain unhappy, you can ask for your complaintto be reviewed at a higher level within Ulster Bank. Our ComplaintHandling Centre will review your complaint fully and will aim togive you a full response within two weeks.If their investigation is likely to take longer, they will keep you fullyinformed of their progress.You can write to the Complaint Handling Centre Manager at theaddress shown below. Please quote your account number, branchsort code, details of your complaint and what you would like us todo to resolve the matter.Complaint Handling CentreUlster Bank, PO Box 145FREEPOST, Dublin 2Alternatively, you can telephone us at 01 702 5351.If together we can’t reach agreementIf we can’t reach agreement with you, our Complaint HandlingCentre will send you a ‘final response’ letter. This letter will clearlyset out Ulster Bank’s position in relation to your complaint.The Financial Services Ombudsman’s BureauOur aim is to resolve all complaints internally. However, if youare not satisfied with our suggested resolution, or if eightweeks have passed since you first brought your complaint toour attention, you have the right to refer your complaintto The Financial Services Ombudsman.You can write to them at:Financial Services Ombudsman’s Bureau3rd Floor, Lincoln House, Lincoln PlaceDublin 2Lo-call: 1890 882090Tel: 6620899Fax: 6620890Email: enquiries@financialombudsman.ieWeb: www.financialombudsman.ieThe Financial Services Ombudsman’s Bureau offers a freeindependent service and they can help with most financialcomplaints. However, there are some limitations on what TheFinancial Services Ombudsman’s Bureau can look into, and furtherinformation about this can be obtained from them directly.We are committed to resolving your complaint fairly and quickly.In most cases this can be done if you contact us as soon aspossible. We will try to resolve your complaint by listening to yourconcerns and agreeing a solution with you.MOISTEN ALONG THE GUMMED EDGEFoldSpeak up!Please use the space below to comment on our service.Suggestion Concern (Please tick)Please continue on a separate sheet if requiredTitle: Mr Mrs Miss Ms (Please tick)Name:Address:Daytime phone number (inc STD code):May we phone you to discuss your comments?YesNoBranch name:Branch Sort Code – –Account NumberThe information you give us will only be used for thepurpose of service improvements.MOISTEN ALONG THE GUMMED EDGEFold