UBL UK Avis 

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1) Dreadful application and appears outdated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 It seems very outdated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.

I agree with other customers this company is a pain.
I attempted to open an ISA account and found lots of issues: there is a limited drop down menu for jobs (where yours or similar ones are not listed), they request secondary information without clarifying what exactly it is and that it only applies in some cases.

Their chat is a joke. You ask a question and it disappears.
I had a telephone operator who was rude and hang up on me.

Their screen is dodgy, the process lacks transparency.
Unless you have lots of time I would discourage you from operating with them.

Am looking around to invest my annual ISA allowand but won't try and open an account with UBL
I don't have a passport - I don't travel abroad
I don't have a driving license - I surrendered it when I reached 69
Therefore - from what I have read - I cannot open an account as I don't have suitable ID despite being on the electoral roll, having a NI number and living at the same address for over 50 years, have a current account and have accounts with several other banks.
Absolutely HATE banks that ask for ID assuming, wrongly, that EVERYONE either travels abroad or drives a car.
Discrimatory.

So easy to open a Cash ISA. Great that you can apply online and keep a check on things via the app. Highly recommend UBL for competitive interest rates and excellent service.

Easy to set up the account, However I dont have an option to select or add a payment account from either ISA or funding account. Nothing happens when I click on the link. FAQs page gives a 'page not found' message. Using a Chrome book on the website, but should not make a difference - after 2 separate trys Im giving up - not reliable and dont have confidence.

The whole process of opening a cash isa with yourselves was easy and quick

Quick and easy to setup account. Seamless transfer of Isa into new account. Too early to comment on other services. Good competitive interest rates.

Poor communication...
My online application failed at the last section, but it was then not clear whether the account had been opened and instructions received, so I had to phone to find out (which they had).
Then, when I was expecting an inward transfer of ISA funds from a maturing account with another provider, I heard nothing!
I had to phone again to find out if the transfer was in progress (which it was, and eventually arrived).
nevertheless, I have been very frustrated with the lack of clear communication.
Also the website is difficult to navigate, with some menu options hidden away under a three-bar icon that doesn't give any indication of what is included.

Friendly helpful service. Telephone answered by a human being and not a machine!

As a senior lady I was having a problem transferring cash to my isa account via online banking.
The young lady I spoke to not only clearly explained the process but stayed on the line while I completed the task to make sure I was happy with the outcome.
Full marks for customer service

Opened 2 ISA accounts and it all went smoothly. The process was easy, didn't take too long and the app is straightforward to use and understand. No complaints whatsoever.

Good interest rates. Easy to use website.

The ease with which my query dealt with and establishing new a/ c.

The gentleman on the call listened to my issues, and escalated it to his manager with my concerns.

Gave quick calculations and options for me to consider.

Which in the end rectified my situation in a quick easy manner.

I will be sure to re invest

Excellent fixed rate bond products with easy process and in my experience very friendly and helpful staff and wouldn't hesitate to recommend.

Swift and helpful answers to all of my questions when opening two cash ISAs.