Unhappy about something?

We’re sorry if you feel things haven’t gone as you’d expected. Let’s work together to understand what happened and put things right.

What we need to know

Start by contacting us with your concerns:

Call us:

0800 464 3014

Write to us:

UCB Home Loans
Portman House
Richmond Hill
Bournemouth
BH2 6EP

Our lines are open 9am-5pm Monday to Saturday.

Please note that for our mutual protection and to improve service standards, we may monitor and/or record telephone calls.

We’ll ask you:

  • Your name, address and the best number to reach you on
  • Your mortgage account details
  • What you feel went wrong, and when it happened
  • What you’d like us to do to put it right
  • Any other relevant information

What will happen next?

We'll record your complaint and do all we can to resolve it as quickly as possible. This may involve calling you, so it's important for you to note our calls will display as a 0800 number on some phones. While regulations allow us 56 days to resolve customer complaints we're committed to resolving these as soon as possible. We'll keep you informed of our progress throughout.

Depending on how long it takes to resolve your complaint, you'll receive one of the following communications from us:


Communication Type When will I get this? What will it tell me?
Summary Resolution Communication You'll receive this if we've been able to resolve your complaint to your satisfaction within 3 working days following the day we received your complaint. This generic letter will let you know your complaint has been resolved and will tell you about the Financial Ombudsman Service (FOS).
Final Response In addition to a letter acknowledging your complaint; if we've been unable to resolve your complaint within 3 working days, we'll send you our Final Response.

This is a more personalised response, which will outline:

  • Details of our investigation
  • Our decision and
  • If applicable, next steps.

It will also provide information about the FOS.


Some complaints take longer to resolve. If this is the case, we’ll either write to let you know we’re still looking at your complaint (and when you can expect to hear from us), or give you a complaint reference number to quote and a contact number should you need to get in touch.

If you're still not satisfied

If you’re unhappy with our decision and wish to take it further you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free independent service for resolving disputes.

While you can refer your complaint to FOS at any time, they will need our consent to investigate complaints where we haven’t had the chance to put things right or haven’t exceeded the 56-day time limit allowed to issue our Final Response letter.

Should you decide to refer your complaint after we’ve issued our Final Response, you should do so within six months of the date on our letter.

You can contact the FOS by writing to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You can also call the service on 0800 0234 567 or 0300 1239 123. If you’re calling from outside the UK, the number you need is +44 20 7964 1000.

To email the FOS, please write to complaint.info@financial-ombudsman.org.uk

www.financial-ombudsman.org.uk