At Unity Trust, we pride ourselves on our attention to customer requirements and do everything we can to provide you with excellent levels of service. We do recognise, however, that there may be times when we fail to meet your expectations. Should this happen, we encourage you to tell us about your complaint and give us an opportunity to resolve the problem. We aim to: - Make it easy for you to raise your complaint
- Understand and fully investigate your complaint
- Resolve the complaint to your satisfaction
How and where to complain If you are not satisfied with any aspect of our service or products, you can tell us about your concerns in the following ways: In writing by addressing your letter to:- Banking Operations Director
Unity Trust Bank plc
Nine Brindleyplace
Birmingham
B1 2HB By telephone - 0845 140 1000 We are open Monday to Friday 8:30am to 5:00pm What we will do Your complaint will receive urgent attention by a senior member of our team. Our aim is to resolve your complaint as quickly as possible, ideally by the end of the business day following receipt. If we are able to resolve the complaint to your satisfaction, no further action will be taken. If, for any reason, we have been unable to resolve your complaint by the end of the following business day, we will write to you within 5 working days to acknowledge the complaint and tell you who is dealing with it. In the majority of cases, we will be able to send you a final response within 4 weeks of receipt. If we are unable to do so, we will write to you explaining why we are not yet in a position to resolve the complaint. We will also tell you how much longer we anticipate it will take. In the unlikely event we cannot reach agreement with you by the end of 8 weeks, we will send you either:- - A Final Response letter, which will explain our final position, or
- A letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.
You can appeal to the Financial Ombudsman if you feel we have not kept to our procedures. | 
