Complaint and Feedback

If you experience a problem, or you are dissatisfied with a product or service you receive from UBS, it is important we hear about it.

If you would like to raise an issue or concern with UBS AG, Australia branch:

Get in touch to let us know about your complaint

The quickest way is to contact your relationship manager. However, if you are not a client, or would prefer to raise your concern with someone else, please use this page to submit your complaint.

You may need to provide us with your full name, preferred contact details and a description of your complaint and how you would like it resolved. It is a good idea to gather any supporting documents or records with names, times and dates to assist us investigate your complaint.

How long will it take?

We will acknowledge your complaint, generally within 1 business day.

We will keep you informed of what is happening and if we are unable to resolve your complaint within 30 days (21 days if your complaint involves a hardship notice or default notice) we will tell you that we need more time to investigate and aim to resolve your complaint within a specified time.

What if you are unhappy with the response?

If the dispute cannot be resolved to your satisfaction, you may take your complaint to an external dispute resolution scheme for independent review.

The Australian Financial Complaints Authority (AFCA) is a free and independent complaints service for consumers. It provides an efficient means of resolving disputes without resorting to potentially lengthy legal options. However, consumers should only go to AFCA after they have first attempted to resolve the matter directly with Credit Suisse, as AFCA will only deal with complaints after an attempt has been made to resolve the issue directly with UBS. The decision of AFCA is binding on UBS.

The contact details for AFCA are set out below:

Email: info@afca.org.au
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne, VIC, 3001
Phone: +61 1800 931 678
Website: www.afca.org.au

Office of the Australian Information Commissioner:

Contact here if your complaint is about your privacy.

GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Website: oaic.gov.au

Using the form below, please provide us with a description of your complaint:

Mother tongue

First name

Last name

Contact phone number

Email address

State of residence

Are you an existing UBS client?

If yes, please include the name of your UBS contact:(Optional)

How do you prefer to be contacted?

Email
Phone

Please provide us with a description of your concern and the outcome you are seeking

Legal note

The data entered into this form is transmitted encrypted to UBS via the internet. Nevertheless, in order to maintain discretion, please do not include any confidential data such as account numbers.

By providing your telephone number and/or e-mail address above you expressly approve UBS contacting you via telephone and/or via unsecured e-mail.
Please note: The use of e-mail can involve substantial risks such as lack of confidentiality, potential manipulation of contents or sender's address, wrong recipient, viruses etc. UBS assumes no responsibility for any loss or damage resulting from the use of e-mails. UBS recommends in particular that you do not send any sensitive information, that you do not include details of the previous message in any reply, and that you enter e-mail addresses manually every time you write an e-mail.

UBS does not accept any transaction orders submitted via this form, including but not limited to account openings, payment or stock market transaction orders, revocation of orders or authorizations, blocking of credit cards, changes of address. Please contact the appropriate branch or your relationship manager for such transactions.

Privacy disclaimer

This communication is issued by UBS and/or its subsidiaries and/or its affiliates ("UBS", "We").

In the context of the above form, we collect and process the information which is requested in the fields therein ("Personal Data"). We collect and process your Personal Data for the purpose of engaging in prospecting and business development and / or protecting and enhancing the UBS brand (the "Purpose"). Based on your consent, UBS may collect details of your interaction with e-mails that we send to you for Client Advisor and / or business development purposes (such as whether you open e-mails and what content you are interested in), including to evaluate whether and how we may offer products, services and events that may be of interest to you. Your Personal Data may be shared with and processed by UBS Group companies and service providers to carry out the Purpose. We will retain your Personal Data for as long as required to fulfil the Purpose.

For more information about how UBS processes your data including how we protect your data, your rights in respect of your data and contact details of the Group DP Office, please refer to our Privacy statement.

Please note that UBS will not be responsible for ensuring that overseas data recipients will comply with the Australian Privacy Principles (“APPs”). By consenting to cross border transfer of your Personal Data you acknowledge that if the overseas data recipient handles your Personal Data in breach of the APPs, UBS will not be accountable and you will not be able to seek redress under the Privacy Act. The data recipient may not be subject to privacy obligations similar to the APPs and you may not be able to seek redress in the overseas jurisdiction. In addition the data recipient may be compelled to disclose your Data to a third party such as a foreign authority.

Privacy statement

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I agree to UBS contacting me by phone or email for marketing purposes. I acknowledge the legal note and understand that I can revoke my consent at any time by clicking the unsubscribe link in UBS emails, by contacting my UBS client advisor or by raising a data subject request.

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I agree to UBS collecting details of my interaction with UBS emails and analyzing these in connection with other information UBS might hold about me to personalize their offer to my interests. I understand that I can revoke my consent at any time by contacting my UBS client advisor or by raising a data subject request.

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Complaint and Feedback

Get in touch to let us know about your complaint

How long will it take?

What if you are unhappy with the response?

The contact details for AFCA are set out below:

Office of the Australian Information Commissioner:

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Privacy confirmation

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Select your domicile

Get in touch to let us know about your complaint

How long will it take?

What if you are unhappy with the response?

The contact details for AFCA are set out below:

Office of the Australian Information Commissioner:

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Privacy confirmation*

Select your domicile

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