Handling your complaint
We take your concern serious and will deal with it as quickly as possible. We will generally provide you with an acknowledgement letter, including a reference number and information regarding alternative dispute resolution bodies (ADR) within 7 bank working days.
Upon completion of our investigation and conclusive assessment of your complaint we will provide you within 30 bank working days with the result of our analysis and if applicable with details regarding next steps. Should we not be able to provide you with a conclusive analysis within this timeframe, we will inform you in a holding letter until when we will be able to come back with conclusive feedback.
If required UBS will submit information with regards to your complaint to the Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin) as the responsible German regulator.