UBL UK Avis 909

Useless customer service!!! Tried calling all day, and it just rings....called approx 8 time, left hanging on for 35 mins plus and still no answer.. DO NOT USE THIS BANK.. IM TRYING TO CLOSE MY ACCOUNT !!! 0/10 FOR CUSTOMER SERVICEN

Had to chase them multiple times to get them to pay out a cash ISA that had matured. On the last contact with them I noticed they had changed the maturity date to be another year in the future. I have a screenshot to prove this.
Fortunately I had a printed copy of the original instructions I had given them to pay out to a nominated bank account so they then had to process it.
In total the payout took them over a week to make when it should have been done within 48 working hours.
I would NEVER trust this bank with my money ever again and will ensure that I tell anyone I know to avoid them. I feel that they simply cannot be trusted.
I’m not sure if I should report them ignoring payment instructions and changing the ISA maturity date to the FCA because if I had not been chasing them, they might have locked my funds away for another year!

Really bad experience trying to withdraw money from ISA - they reinvest your money into another fixed account with no warning, and it's a nightmare to get money transferred to a new provider. Case it still ongoing and I'm going to have to reach out to the Ombudsman to resolve. I'd save the hassle and go elsewhere.

Great rates on ISA problems start when you want to get money back, or transfer to another provider.
No replies to transfer requests or emails or phones calls.
Be very careful choosing UBL!

My ISA came to maturity so I asked for it to be reinvested with interest paid monthly.
They reinvested it with interest only paid at maturity and locked the interest I already earned, blocking me from receiving it.
I want my interest earned (nearly £2,000) and their chat bot to deal with customer service is completely useless.

No maturity instructions sent for our cash ISAs and no response to secure messages sent.

Very poor customer service, agent was not sure at all where my ISA transfer had gone, took a lot of effort to get any sense from them and certainley very concerning as there was 20k on the line...

Very impressive customer service re maturity of my mother’s ISA.

On the 10/3/26 I rang UBL asking for advice about transferring an ISA into my fixed rate ISA account... The woman I spoke to told me to go on line and open a new product???. No help no guidence, I said "I was hoping you could give me some information" to which she replied "I am giving you information... Go on the website online"!!!
I've never ever had such terrible customer service.
I'm now seriously worried that I am transferring an ISA into this bank and I wish I hadn't... The website is one of the worst banking ones I've seen, confusing, no easy obvious help or info!! There is nothing positive to say and now I'm completely worried about my money I'm investing with them... My advice to anyone would be Don't start with this bank!! Go somewhere with good customer service and help...I've now got 2 years worrying and wishing I hadn't tied up my money with them!! Confidence is the most important thing when investing your money and I have none... Only doubt and worry 🫣

Website not easy to use - info on account not clear enough
Via secure messages - said they had sent e-mails that I didn’t receive about ISA maturing (not in junk folder) - they then signed me up for another ISA as I hadn’t responded!
I called for further info and got a very grumpy person on the ‘phone - (I always treat people I phone with respect!)

UBL is the worst bank on earth and they are scammers. I have been saving money with this bank for months and they blocked my £14,000 and when I called them, they couldn't give me any concrete answer. I have messaged them and also Called them but to no avail. I have raised it with the complaint team but haven't received any form of concern from them rather than the acknowledgement email. I will take this further with the authorities and they will pay for the damages caused. I couldn't afford Christmas and also my daughters birthday because of this situation.

Rukhsana, is an person with great service and brilliant response to any query. I really appreciate all their effort and support. Thank you to all the staff.

Not that straightforward to open a fixed ISA account with a transfer in from elsewhere. Should try to improve on their rather clunky website and clarity of written instructions and explanations. However, UBL do offer VERY competitive savings interest rates so all is forgiven!

Customer service was excellent but the website was a little clunky to say the least.

Khalid worked after his allocated finishing time to assist as there was a rate change the following day.

First experiences (Apple Ipad) -oops and error became a constant thing over about 20 different sessions. Took about 15 to get to the stage of having 1 ISA set up. Using private, non private and non Apple laptop.So the problems are generic of circular confirmations, oops error messages and drop outs. How i got the set up done? Miracle of patience and perseverance. The issue as in this horror cycle I had my half baked original attempt still pending ( older ISAs transfers and current year attempt) so I tried a part current year ISA set up . That worked. But by that time I wasn't certain which varient had been accepted - couldn't get to details. Kindly customer service did transfer a larger amount to (my original intended 2526 amount) but said couldn't add transfers. Suggested clear browsing history before setting up another. It didn't help! 4hrs later I have given up. So yep lost significant investment. I tried UBL and UBL mobile banking apps and they both did the confirm email and code loops. Loosing / lost business guys! On that now working setup when i did get past the confirm cycle it transferred to an unsecured digit banking link for the setup. A day later after a lot of phaffing i managed to get in the part set up and EVENTUALLY finished. Not good !! Why did I persever because it was the best rate. But lacking in confidence of site and apps fitness for purpose given up. Ps I am a retired programmer, analyst , project manager and external auditor. Only not a totally negative review because of customer support (but no tech support offered).

Terrible customer support. They waste the client’s time and provide no real help. I was transferred multiple times, kept waiting, and my issue was never resolved. This level of service is unacceptable for a bank. Extremely disappointed.

Very difficult company to contact as phones take an age to answer and the suggested method in which to send a secure message on their website simply does not exist! The personal account page on their site is confusing and difficult to navigate. Their website needs a complete revamp and they need to get theior call centre sorted out. I will be closing my account at UBL and going elsewhere.

I have just tried to open a fixed term deposit on my laptop as I do not like using my mobile phone.
The website states" The fastest way to apply for UBL UK Fixed Term Deposits is using your computer or mobile device with our fully digital application process, simply visit digitalbanking.ubluk.com " Yet every time I tried to visit the site it sent me straight back to the dashboard page. They obviously want me to use the mobile app, which I wont be doing. I will just put my money elsewhere

ISA application process over complicated. Asked for more info than other providers. Then would not pay monthly interest into ISA account only into nominated account. Disappointing.

Not the easiest of accounts to set up but other than that it was good