Complaint Management at Bank of Ireland
The Bank of Ireland Group is committed to providing each of our customers with the high level of service expected of us. However, we understand that despite our best efforts, we don't always meet our customers’ expectations.
A dedicated complaints function within the Bank of Ireland is focused on placing the customer at the heart of everything we do to manage and resolve complaints. We believe that complaints give us a unique and valuable insight into the experiences of our customers. We have developed, and will continue to develop, better ways of working to learn from the complaints we receive so we can provide our customers with the best service possible.
When we receive a complaint, we will listen to you and understand the issue. We will then carry out a prompt, thorough and fair investigation. We endeavour to put things right first time and we will tell you what we are doing to achieve this. Where we cannot uphold a complaint, we will explain why and offer assistance to you in any way we can.
Complaints Performance Data Publication: 1 January to 30 June 2011
For more information on our performance in managing complaints (in our UK business) please see the table below.
Please note, our data reflects the total time taken to reach a conclusion and we have not deducted time while we were waiting for a customer to reply to us.
| Firm Name: | Bank of Ireland (UK) plc |
| Group: | Bank of Ireland Group |
| Other firms included in this report: | The Governor & Company of Bank of Ireland |
| Period covered in this report | 1 January 2011 to 30 June 2011 |
| Brands/Trading names covered: | Bank of Ireland; Bank of Ireland UK; Bank of Ireland Mortgages; Bank of Ireland Mortgages UK; Bristol & West Property Finance; Post Office Financial & Travel Services |
|
|
No. of Complaints |
No. of Complaints |
Complaints Closed |
Complaints Upheld |
|---|---|---|---|---|
|
Banking |
12,553 |
11,873 |
76.9% |
49.9% |
|
Home Finance |
1,070 |
977 |
92.7% |
29.5% |
|
General Insurance & Pure Protection |
1,206 |
976 |
96.3% |
19.3% |
|
Decumulation, Life and Pensions |
79 |
73 |
89.0% |
15.1% |
|
Investments |
11 |
12 |
91.7% |
8.3% |
Source: BOI Group Customer Complaints
To help you put these figures into context:
- 98.2% of customers who complained to us were satisfied with the way we handled their complaint and chose not to refer the matter to the Financial Ombudsman Service for independent adjudication.
- On 76% of the cases that the Financial Ombudsman Service adjudicated on, they concluded that the outcome reached by Bank of Ireland was fair.
- On average, we uphold 46.1% of all complaints we receive.
Industry Complaints Performance Data
For more information, view the financial services industry complaints data, published online by the Financial Ombudsman Service in the UK.
Glossary of Terms
To better understand the terms used in this publication please refer to our complaints publication report glossary of terms (PDF, 54KB).
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Previously Published Complaints Data
Please click the link to see our previously published complaints data