UK Complaints Data

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 2018. 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 and second columns (labelled 'Provision' and 'Intermediation').

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.

 

Provision (at end of reporting end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Closed within 3 days (%)

Closed After 3 Days but within 8 weeks (%)

Upheld (%)

Main Cause of Complaints opened

Banking and credit cards

3.74

N/A

68

68

29%

69%

29%

General administration  & customer service

Home finance

N/A

12.48

14

12

17%

75%

33%

General administration  & customer service

Insurance and pure protection

N/A

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Decumulation and pensions

N/A

1.72

2

3

0%

100%

67%

General administration  & customer service

Investments

2.56

13.57

512

485

58%

39%

63%

General administration  & customer service

Credit Related

3.87

N/A

9

8

N/A

N/A

38%

N/A

Total

N/A

N/A

605

576

53%

43%

57%

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