At United Trust Bank, we endeavour to provide our customers with the highest level of service at all times. When things go wrong we wish to resolve the problem immediately, without the need for you to write to us. If this is not possible, then we follow the procedure which we have outlined below.
We aim to deal with all complaints fairly, consistently and promptly, as this allows us to learn from mistakes and avoid repetition.
1. Acknowledging Your Complaint
We will write to you to acknowledge your complaint, usually within five working days of receiving it, and give you the opportunity to clarify your complaint. Where we have been able to resolve the complaint in this time, we will inform you of the outcome. At this point we will also let you know that if you are not satisfied with our final response, you may refer the matter to the Financial Ombudsman Service.
2. During our investigation of your complaint
We try to conclude complaints within four weeks and will send you a final response letter. We will ask you to respond in writing, accepting the decision. If it has not been possible to resolve the matter then you will be sent a letter explaining why and indicating when we will next be in contact with you.
3. Within 8 weeks
Within eight weeks of receiving your complaint we must either send you a final response or send you a letter which explains the delay and indicates when the final response will be made. At this point we will also inform you that you may refer the matter to the Financial Ombudsman Service.
If you are not satisfied with our final response, you can refer the matter to the FOS. You must do so within six months of receiving our final response.