Previously Published Data
Complaints Performance Data Publication – Bank of Ireland (UK) plc: 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 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.
Complaints Performance Data Publication: 1 April to 30 September 2010
For more information on our performance in managing complaints (in our UK businesses) please see the tables below.
Please note, we have published the total time taken to reach a conclusion and have not deducted time while we were waiting for a customer to reply.
| Firm Name: | Bank of Ireland (UK) plc |
| Group: | Bank of Ireland Group |
| Other firms included in this report: | N/A |
| Period covered in this report | 1 April 2010 to 30 September 2010 |
| Brands/Trading names covered: | Bank of Ireland; Bank of Ireland Mortgages; Bristol & West Property Finance; Post Office Financial & Travel Services; NIIB Group; Northridge Finance |
|
|
No. of Complaints |
No. of Complaints |
Complaints Closed |
Complaints Upheld |
|---|---|---|---|---|
|
Banking |
9,059 |
7,841 |
92.6% |
37.3% |
|
Home Finance |
1,345 |
1,430 |
87.3% |
31.4% |
|
General Insurance & Pure Protection |
1,012 |
946 |
91.5% |
27.0% |
|
Decumulation, Life and Pensions |
84 |
84 |
79.8% |
21.4% |
|
Investments |
13 |
11 |
18.2% |
9.1% |
Source: BOI Group Customer Complaints
To help you put these figures into context:
- 98.3% 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.
- 29% of all cases referred to Financial Ombudsman Service by our customers had the outcome changed in the customers favour as a result. The industry average is 44% for this reporting period.
- 2 out of every 3 complaints (66.2%) we received were resolved in less than 28 days.
- When we investigate our Investment complaints, we allow 8 weeks for the customer to reply to us. Where the customer is happy with our response to them, we close the complaint but that date is recorded as being after 8 weeks. This accounts for differences in comparison with other figures in this category.