Complaints
How to make a complaint
This is a secure form designed to capture your complaint as quickly and as easily as possible
and will be passed directly to our complaints team to investigate your issue and try to put
things right.
Contact us Online
To make a complaint please fill in our complaint form, supplying as much relevant information as you can and click to submit.
Email us
Email us at [email protected]
Please don’t include any sensitive information such as security details, card details etc.
Over the Phone
Monday-Friday 9:00 am – 5:00 pm
Call us on 020 7190 5555 to make a complaint over the phone.
Write to us
United Trust Bank
One Ropemaker Street
London
EC2Y 9AW
You’ll need to tell us your name, address and account details. If you’re happy for us to contact you by telephone, please include a daytime contact number.
What happens next
We’re committed to resolving complaints and helping make things right for our customers. We’ll make every effort to resolve a complaint as soon as possible and keep you informed of our progress throughout.
Please contact us if you need your response to be sent in an alternative format such as large print, audio or Braille.
More information on accessibility can be found on our accessibility page.
What we’ll do with your complaint >
For Complaints relating to commission for car finance loans
On 11th January 2024 the Financial Conduct Authority (FCA) who regulate Financial Services firms introduced a pause to the complaints process for discretionary commission arrangement (DCA) complaints. The FCA are examining the issues around these complaints to make sure that, if you’re owed compensation, you get it in the best way possible.
On 24 September 2024, the FCA announced they are extending the pause on complaint handling rules for DCA Complaints. They will now announce the findings of their investigation in May 2025 and have extended the pause on complaints handling to 4 December 2025. We can assure you that we will still investigate your complaint immediately, however we will not provide you with a final response until after the 4 December 2025.
If you would like more information about what a DCA complaint is or any further information about this please visit the FCAs website – https://www.fca.org.uk/consumers/car-finance-complaints
Not satisfied with our response?
If you’re unhappy with our final response to your complaint, you have a right to refer your complaint to the Financial Ombudsman Service which offers a free and independent review service.
You will need to contact them within six months of the date of our response letter.
To contact the Financial Ombudsman Service:
– call free on 0800 023 4567
– visit the website and fill out the online form
– write to Exchange Tower, Harbour Exchange, London E14 9SR
– email: [email protected]