Make a complaint or feedback about a product, quality of service or employee behavior

Complaint Channels

We value your feedback. If you got any questions or comments on our products and services and employee behavior, please let us know by:

  1. Visit any of our UBS (China) Ltd Branch/Sub-branch and speak to your Client Advisor or any of our branch/sub-branch staff.
  2. Call our complaint hotline: 4008106299. Office hours: Monday to Friday, 9:00-17:30, except public holidays.
    For any requests received during non-office hours, i.e. from 17:30 to 9:00 or on public holidays, we will be in touch with you on the next working day (from 9:00 to 17:30) as soon as we can.
  3. Email to cn-complaint@ubs.com; or
    Mail to Client Complaint Handling Unit, COO Office; Unit 1220B-1230, Winland International Finance Center, No.7 Finance Street, Xicheng District Beijing 100033 China.
    Please include the following information in your email/mail and we will reply as quickly as possible:
    Title:
    Name:
    Mobile Phone Number:
    Email address:
    Details of your complaint or feedback:
  4. To raise your complaints, please CLICK HERE.

We will keep your personal information and feedback strictly confidential.

Complaint Handling Process

Step 1: Upon receipt of your claim, our internal investigation team will conduct a preliminary analysis. Defined as a complaint, we will send a confirmation within 7 working days of receiving the customer’s complaint to confirm receipt of the complaint.

Step 2: Investigate complaints; give a “Final Response” of the complaint within 15 days of receiving the complaint, and reply to the customer in written.

Step 3: If the “Final Response” cannot be given within the specified time, we will inform the customer of the updated response time and explain the reasons. Complex complaints will be processed within 30 days, and complaints with particularly complex circumstances will be dealt within 60 days.