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
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:
What happens when you complain
There is more detail in our Complaints Procedure brochure , 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 and keep you informed throughout the process. 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 always aim to respond to your complaints as soon as possible. However, depending on the type of query, this can sometimes take longer.
If your complaint relates to a Payment Service, responses may take up to 15 business days (or 35 days if there are exceptional circumstances).
For any other type of complaint, responses may take up to eight weeks. Where we are unable to respond during this time we will contact you with an update.
If you are not happy, you might be able to refer your complaint to the Financial Ombudsman Service (FOS).
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
Freephone 0800 0234567 (or +44 20 7964 0500 from outside the UK)
You can read more about what the Financial Conduct Authority expects of us when handling complaints, here.
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.