UBL UK Reviews 915

Simple and straightforward ISA set up process with good website

You changed the rate you were offering AFTER my application had been submitted and so rejected my ISA and caused me further issues.

No issues.
Straightforward procedure to transfer an ISA.

Disappointed that the interest is paid in two separate portions.

Aisha and Saifee were fantastic at helping me launch my fixed rate deposit on the phone and in person. They were patient, professional and helpful.

I have several ISAs and opened another this year and transferred one ISA from Plum to UBL. Never had issues before now.

UBL has been very problematic, sadly, from the beginning and I've never experienced so many issues with an ISA. I opened the UBL ISA using my phone. You have a magic link and when I navigated away from the page on the browser to find my bank details to enter into the page, it closed down and I couldn't re-access it. I had to open a new account using a variation of my email address and had to call the next business day to correct this. Relatively minor overall but a bit silly this occurs.

There was confusion as Plum only use an NI number to identify the account instead of a traditional bank account number. While I appreciate this isn't UBL's fault, I emailed and called multiple times during the transfer process to check I had done this correctly. My emails were never responded to and staff were quick to try to get me off the phone before answering my questions. I did eventually get some responses via the app chat. Plum, on the other hand, kept me abreast of the transfer.

I believe Plum paid interest after the initial transfer and I contacted UBL to arrange this be transferred as well. I was told Plum had to initiate the transfer but that didn't seem correct as UBL had initiated the original. After multiple calls/chats between UBL and Plum, UBL agreed they were wrong and initiated the transfer giving me the date of May the 9th as the last day for funding. I obviously acted quickly arranging this on the same day to ensure we met the deadline.

As part of the transfer, I was told to request an ISA History Transfer Document from Plum which I did and Plum have since informed me they sent on the 29th of April and the 6th of May. However, up until the morning of the 9th of May, UBL denied ever receiving this. I called after receiving confirmation from Plum that it had been sent. UBL staff tried to reroute me to the chat and I said I would not be transferred back to the chat as I called to try to resolve this promptly and see if they had received the documents. Eventually they admitted they had but they were the wrong ones. Please note, I was never given a description of what the right document was, only to requested the ISA Transfer History document. In addition, had UBL told me at any point during my multiple phone calls and chats that they had received the wrong one, it would have saved me significant time. I called everyday and chatted to Plum everyday as no one on UBL's end could be bothered to check if they had received the document.

I requested the correct ISA Transfer History document and don't know if would come in time as it was the last day. My money is just sitting in purgatory as it has disappeared from Plum but not shown up in UBL. It has sat there for several days as UBL said they can't confirm the money until they have the transfer document. I was told on several occasions, if the document wasn't received by the 9th of May, the money would be sent back to Plum. However, I was told the complete opposite on the last day - I was told UBL would hold onto the funds until they received the document and the 9th of May was only the deadline for UBL to obtain the money. Meanwhile, I assume it is gaining no interest. Luckily it is a relatively small amount of money.

No longer trusting anyone, I messaged on the UBL app asking how long they would hold the money until they received the ISA Transfer History and was told only one more business date and the message implied I should be grateful for this. This in in direct contradiction to what I was told on the phone 2 minutes early, which contradicted what I was originally told.

I then spoke to Plum who insisted a second document wasn't needed and forwarded a screen shot to UBL who then, unbelievably accepted the money WITHOUT the document they said was vital.

No apology was issued in their messages to me. I spent days chasing a form that was apparently NEVER needed. 

In addition, it appears the ISA Transfer History form is available online and I was able to complete it. It is two pages with limited information required and I would have happily done this to be able to resolve the issue but this was NOT offered to me and I was told it had to come from Plum.

I honestly have no idea who to believe as I've been told many incorrect things. I appreciate it might have taken a bit of my time to sort the second transfer but I've spent hours on the phone going back and forth between UBL and Plum. I can't imagine this is some sort of extraordinary situation but rather something that does occur sometimes and should be easily remedied and much improved with an apology to customers.

Have been waiting weeks to try and open an isa account for this financial year, have not been able to open account. Doesn’t inspire confidence

My only available contact with this bank (Their suggestion) was through 'Complaints' // I credited a one year 'Fixed ISA' at a market best rate of 4.53% and a starting date of 7th April with the required funding of £2.000 which goes into a non interest 'funding account'. I paid in a further £500 which was added to the ISA but my further additions of £1000 then £50 ( a low risk trial run for security ) was not moved from the funding account into the ISA. No further contact was received over the Easter weekend. I was then informed that any further funding of the ISA after the 22nd April will be at the prevailing rate of 4.11% .. I closed the account - very disappointed with UBL Bank.//

// Re. my response to UBL reply 28th April..> I didn't find difficulty in funding the account,. As I understand the sequence of events,, I funded the account with the required £2.000 - and the account was opened,. at 4.53%,. so surely that should remain,. I paid in a further £500 which UBL added to the 'ISA' (Ok. good) I then added a further £1.000 and £50 which remained in the 'no interest' ''funding account'' - from the initial account opening on the 7th.April I was 'wanting' to add further monies to the ISA ,.but the process didn't happen.
To sum up,. the only way I can understand this 'funding window' of 10 days time limit is > that in place of having the ''full tax year'' to add cash to the ISA' even up to the max 20k allowance - UBL allow only 10 days.

I've been trying to start a 1-year cash ISA with UBL, and to say I'm going round in circles doesn't do it justice. The process initially seems very professional, when creating the account, but once that's done, I get left to my own devices in a "Dashboard" screen, where it seems like I've created a login of sorts, but I haven't created my ISA. There's absolutely zero information on what I should do next. There's been no email to tell me what to do. I've checked my spam folder - nothing. They did email me as part of the registration process to confirm my supplied email address, so emails are getting through. When I click on the FAQ button on the Dashboard, I get a Page Not Found error. When I click on "Explore our range of ISAs", I get a login screen, and end up back at the same Dashboard. I've tried this on Chrome and Firefox, both just the same. The Dashboard doesn't even seem to have an area to change personal details, like address, phone number or password. It's just weird, so I'm off to another bank which will treat customers better. Some people must be getting a better expereince, given the number of 5 star reviews, but I don't even want to engage with the back office staff, after reading some of the 1 star reviews here.

Tried to call several times, no answer. Just a message saying busy. Tried all options. Can’t use a bank where you cannot speak to anyone. Terrible service so I won’t be opening an ISA with them.

Opened an ISA account for this financial year and sent messages via their chat Web asking whether I could add additional funds. To date NO REPLY....So glad I hadn't invested more with them and will now do so with a company that communicates with its customers.

Efficient and effective service by Sangheer ALI, who took time to explain ISA matters and telefoned when arranged. Thank you Sangheer, your professionalism and help is much appreciated!
(Just a shame I had to make a complaint for UBL's Customer Service to kick-in & function at this level as telefone lines go unanswered for ages & responses to secure messages are slow.)

Great service, very helpful. Lady (called Sharmin) on the phone took time to look out for my payment and sort out the ISA and call me back to confirm, exactly as she promised and actually even quicker than I expected. Quite impressed.

Very poor. My wife and I both opened ISAs before 5 pm on 7 April 2025. Absolutely nothing showing and we have sent messages.

MY first time experience as a new customer was not that good to be honest. I had a simple question about transfers of an isa. Here is why

1) Dreadful application and appears outdated
2) Chat system. I sent messages and never got a response.
3) I phoned them and they never responded. The phone would ring and then go silent.

In summary I found it difficult to progress with my application as a new customer. I was put off by the level of service and the entire experience. If I had an emergency, I would feel uncomfortable using their services if this is my experience as a new customer

The FAQ link in the web site does not work either. Page not found error. Clearly neglected and not checked. If you can't get these simple things right you should not be looking after people's money.

Suggestions:
1) Improve your level of service. This includues phone assistance and App chat system
2) Improve your app. It seems very outdated
3) Get more staff to man the phones and improve the call system

This is on behalf my Husband.
He has a fixed isa from 23/24 with UBL and applied via his app for 25/26 isa today. It flashed up application successful, so he waited for the info email. Nothing appeared. No new account showing on app.
3.30pm he phoned. After holding on for ages a male answered. Clearly not happy in his job! My husband went through security. Told to hold. He did for a long time. Male comes back to my Husband. Says email was sent. Check spam etc. He did!! In the meantime an email comes through answering an online enquiry about non appearing, email comes through.The e mail says if you require more assistance contact them. He is!! If this can come through why not the funding email. The rude male obviously didn't know what to do. New account isn't showing on the app. Male cut my husband off. Really you get no help. I don't recommend this Bank!

Excellent interest rates.

Easy to follow sign up and secure funding

Really quick telephone answer when contacted bank for assistance

Would use again

Money gone from my Nationwide current account but not showing in funding account

Opened the ISA account presumably year 2024, it turned into a 2025-2026 account. Can’t transfer funds from my funding account to my isa. Can’t transfer my money OUT of my funding account. Chat doesn’t work, question disappears into thin air and of course no reply. This entire thing feels like a scam and I’m going to report it to my original bank.