Consumer Protection

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Know Your Rights and Responsibilities as a Bank Consumer Click Here

Guidelines for Business Conduct for Banks Click Here

Branch Service Standards Click Here

Complaint Lodgment Channels

24/7 Call Center (UAN)

• (021) 111-825-888
• For Azad Kashmir: 021-32446949
• For International Callers: +92-21-32446949
• For Signature Priority Banking: 0800-99825
• (021) 111-825-777 Remittance and OMNI Helpline

Email

For feedback or complaints, please email us at customer.services@ubl.com.pk

Website / E-Form

ubldigital.com > Contact Us > Lodge Online Complaints or Click Here

UBL Digital Mobile App

Login > Click top-left icon on main screen > Complaints

Social Media

• Facebook: https://www.facebook.com/UBLUnitedBankLtd
• Instagram: https://www.instagram.com/ubldigital
• Twitter: https://x.com/UBLDigital
• LinkedIn: https://www.linkedin.com/company/united-bank-limited
• WhatsApp: 021-111-825-888

Surface Mail (Letter)

For feedback or complaints: Contact Center and Customer Care, 1st floor, UBL Warehouse Building, Mai Kolachi Road, Karachi Pakistan

Branch Network

Complaint drop-box in Branch / ATM vestibules and Hotline

Complaint Handling Process

• We provide you an acknowledgement with Complaint Reference Number within 2 working days via Email/SMS/Letter.
• We review your complaint and forward to relevant function for a prompt resolution. Your complaint will be resolved within:

  • 3 to 7 business days (minor nature complaints)
  • 15 business days (complaints require detailed investigations)
  • 30 business days (fraud related complaints)
  • Resolution timelines of respective Card associations (applicable for disputes/claims)
• We send you an interim update on 10th working day (or earlier where needed) via Email/SMS/Letter, in case, your complaint requires additional time for investigation/resolution.
• We make every effort to ensure a satisfactory resolution and provide you with an update via Email/SMS/Letter/Recorded Call regarding the resolution.
• We encourage you to let us know in case you are satisfied or not with the resolution, through our complaint channels or by visiting https://rb.gy/7czw3o and selecting the option “complaint status”.
• You may also contact alternate grievance redressal forum on below contact details:

• Banking Mohtasib Pakistan: www.bankingmohtasib.gov.pk | info@bankingmohtasib.gov.pk | +92 21 99217334-38 | 5th Floor, Shaheen Complex, M.R. Kiyani Road, Karachi
• SBP Sunwai Portal: https://sunwai.sbp.org.pk | Mobile App available on Google Play & App Store
• State Bank of Pakistan: cpd.helpdesk@sbp.org.pk | +92-21-111-727-273 | +92-21-99221160 | State Bank of Pakistan, I.I. Chundrigar Road, Karachi, Pakistan

Focal Person Dealing with PEPs:

United Bank Limited

• Head Complaint Management: sharjeel.allana@ubl.com.pk | 021-990334929 | Contact Center and Customer Care, 1st Floor, UBL Warehouse Building, Mai Kolachi Road, Karachi, Pakistan
• Unit Head Complaint Management: saima.salahuddin@ubl.com.pk | 021-990332651 | Contact Center and Customer Care, 1st Floor, UBL Warehouse Building, Mai Kolachi Road, Karachi, Pakistan

State Bank of Pakistan

• Rashid Ullah Khan | Assistant Director Consumer Protection Department, State Bank of Pakistan, 5th Floor, SBP Building, Karachi | Phone: +92-21-3245-5511 | Email: Rashid.khan@sbp.org.pk