UBS Wealth Management UK Complaints process We are here to help

We want to make sure you are completely happy with the service we give you. If you are not, we will do everything we can to deal with any problems. We will:

  • treat you fairly
  • respond promptly
  • investigate your complaint impartially

How to complain

You can complain however you feel comfortable: by letter, by e-mail or by speaking to any contact at UBS. You can complain by completing the Contact Form.

Or you can contact the Complaints Handling Unit directly:

The Complaints Handling Unit
UBS AG London Branch
Wealth Management
5 Broadgate
London
EC2M 2QS

Users of UBS SmartWealth can also contact the Client Management Team at enquiries-smartwealth@ubs.com.
You might be able to complain to the Financial Ombudsman Service.

Although we welcome all feedback from customers, unfortunately we can only address complaints from clients and prospects of UBS Wealth Management UK, including UBS SmartWealth. If your concern relates to another part of UBS, you should contact them directly via our global contacts page.

What happens when you complain

There is more detail in our Complaints Procedure brochure (PDF, 215 KB), but these are the main steps.

We will look into what has happened and try our best to resolve your complaint as soon as we can.

If we have been able to sort things out straight away, we will write to confirm and let you know about the Financial Ombudsman Service (a 'Summary Resolution Communication').

If we need more time to look into what happened, the Complaints Handling Unit will write to you promptly to acknowledge your concerns.

We will give you the name and contact details of the person who will be looking into your complaint, and we will tell you what happens next.

We will look carefully into the issues you raise. We might get in touch to make sure we understand your concerns and get more details. If you have any information that is relevant please send it to the person handling your complaint.

We will usually send it within eight weeks of getting your complaint. If you are not happy, you might be able to use the Financial Ombudsman Service .

Getting in touch with the Financial Ombudsman Service

The Financial Ombudsman Service can usually look into a complaint if:

  • We have already sent you a Summary Resolution Communication or Final Response letter.
  • It has been eight weeks since we received your complaint.

If you are not happy with our response and want to complain to the Financial Ombudsman Service, you should do so within six months of the date of the Summary Resolution Communication or Final Response letter.

The service is free and you can contact them directly:

Financial Ombudsman Service
Exchange Tower
London
E14, 9SR
Freephone 0800 0234567 (or +44 20 7964 0500 from outside the UK)
www.financial-ombudsman.org.uk
e-mail: complaint.info@financial-ombudsman.org.uk
You can read more about what the Financial Conduct Authority expects of us when handling complaints, here.

To find out more about the work of the Financial Ombudsman Service, visit their website

Online Dispute Resolution

The European Commission has established an Online Dispute Resolution Platform (ODR Platform) which you can access here. You may use the ODR Platform to submit a contractual dispute and conduct an Alternative Dispute Resolution procedure online if you are resident in the EU and have a complaint about an online product or service. The platform will then send your complaint to the Financial Ombudsman Service (“FOS”) for an independent review which you should expect to be completed within 90 days of the FOS’s receipt of your complaint file.
As the ODR platform will ultimately re-direct your complaint to FOS, you may prefer to contact us or FOS directly in the first instance.