We take all complaints seriously and are committed to maintaining our high standards of client service.
The complaints table below shows a breakdown of all complaints made to UBS AG London Branch (this includes our Wealth Management business and our Investment Bank) between July and December 2025. The complaints data is segmented across the six FCA product categories. The FCA also requires firms to show the complaint volumes in the context of the number of accounts. Therefore the table also shows the number of complaints we received per 1,000 accounts for each of the six categories in the first column (labelled ‘Provision’).
In the last column of each table we have also highlighted the main cause of the complaints, as defined by the FCA, for each category. The majority of the complaints we received were classed as ‘general administration and customer service’, which includes areas such as delays and bank errors.
Product Category | Product Category | Provision (at end of reporting end date) | Provision (at end of reporting end date) | Intermediation (within the reporting period) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints opened | Number of complaints closed | Number of complaints closed | Closed within 3 days (%) | Closed within 3 days (%) | Closed after 3 days but within 8 weeks (%) | Closed after 3 days but within 8 weeks (%) | Upheld (%) | Upheld (%) | Main cause of complaints opened | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Product Category | Banking and credit cards | Provision (at end of reporting end date) | 4.54 | Intermediation (within the reporting period) | N/A | Number of complaints opened | 66 | Number of complaints closed | 70 | Closed within 3 days (%) | 22.9% | Closed after 3 days but within 8 weeks (%) | 75.7% | Upheld (%) | 45.7% | Main cause of complaints opened | General Admin/Customer Service |
Product Category | Home finance | Provision (at end of reporting end date) | 30.11 | Intermediation (within the reporting period) | N/A | Number of complaints opened | 14 | Number of complaints closed | 10 | Closed within 3 days (%) | 10% | Closed after 3 days but within 8 weeks (%) | 80% | Upheld (%) | 0% | Main cause of complaints opened | General Admin/Customer Service |
Product Category | Insurance and pure protection | Provision (at end of reporting end date) | N/A | Intermediation (within the reporting period) | N/A | Number of complaints opened | N/A | Number of complaints closed | N/A | Closed within 3 days (%) | N/A | Closed after 3 days but within 8 weeks (%) | N/A | Upheld (%) | N/A | Main cause of complaints opened | N/A |
Product Category | Decumulation and pensions | Provision (at end of reporting end date) | N/A | Intermediation (within the reporting period) | 88.24 | Number of complaints opened | 6 | Number of complaints closed | 6 | Closed within 3 days (%) | 33.33% | Closed after 3 days but within 8 weeks (%) | 66.7% | Upheld (%) | 33.33% | Main cause of complaints opened | General Admin/Customer Service |
Product Category | Investments | Provision (at end of reporting end date) | 7.34 | Intermediation (within the reporting period) | N/A | Number of complaints opened | 462 | Number of complaints closed | 475 | Closed within 3 days (%) | 56.8% | Closed after 3 days but within 8 weeks (%) | 41.7% | Upheld (%) | 67.8% | Main cause of complaints opened | General Admin/Customer Service |
Product Category | Credit Related | Provision (at end of reporting end date) | N/A | Intermediation (within the reporting period) | N/A | Number of complaints opened | 8 | Number of complaints closed | 8 | Closed within 3 days (%) | 0% | Closed after 3 days but within 8 weeks (%) | 100.0% | Upheld (%) | 0.0% | Main cause of complaints opened | General Admin/Customer Service |
Product Category | Total | Provision (at end of reporting end date) | N/A | Intermediation (within the reporting period) | N/A | Number of complaints opened | 556 | Number of complaints closed | 569 | Closed within 3 days (%) | 50.8% | Closed after 3 days but within 8 weeks (%) | 47.6% | Upheld (%) | 62.6% | Main cause of complaints opened | N/A |
If you have any questions, please get in touch with the Complaints Handling Unit if you are a Wealth Management client or write to us at the address below if you are an Investment Banking client.
UBS AG London Branch
5 Broadgate
London
EC2M 2QS