At Bank of Ireland, we are committed to ensuring that our customers feel the difference when they interact with us. This relentless focus on the Customer is underpinned by our commitment to delivering a differentiated customer experience through the development of a series of service and channel enhancements including:
Complaint Management at Bank of Ireland
The Bank of Ireland Group is committed to providing our customers with a high level of service. However, we understand that sometimes we don’t meet our customers’ expectations and when that happens we want to put things right.
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. Whatever the outcome of a complaint, we will explain why we have reached that decision and offer assistance to you in any way we can.
A dedicated complaints function within 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 review all the complaints we receive and aim to learn from them so we can improve how we work and provide our customers with the best service possible.
Complaints Performance Data Publication – Bank of Ireland (UK) plc: 1 January – 30 June 2016
For more information on our performance in managing complaints (in our UK business) please see the table below.
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 2016 – 30 June 2016 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 Money; The AA No. of Complaints Opened No. of Complaints Closed Complaints Closed Within 8 Weeks (%)* Complaints Upheld by Firm (%) Banking 13,946 15,213 90.7% 63.4% Home Finance 1,112 1,117 98.9% 27.4% General Insurance & Pure Protection 3,065 3,102 92.5% 4.0% Decumulation, Life and Pensions 19 29 31.0% 6.9% Investments 3 3 33.3% 33.3% Credit-related – – – –
Source: BOI Group Customer Complaints
*Please note, this 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.
To help you put these figures into context:
- 97.2% 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 52% of the cases that the Financial Ombudsman Service adjudicated on, they concluded that the outcome reached by Bank of Ireland (UK) plc was fair^
- On average, Bank of Ireland upholds 51.8% of all complaints we receive. This figure includes PPI complaints where no policy was sold (which accounts for approximately 80% of all PPI complaints made to Bank of Ireland). If we discount the 2,421 PPI complaints we received where no policy was ever sold, Bank of Ireland upholds 59% of all our complaints
- Bank of Ireland resolved 91.3% of all complaints within 8 weeks of receiving them
^ Source: Financial Ombudsman Service, August 2016
Industry Complaints Performance Data
For more information, click the link to 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.
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Previously Published Complaints Data
Please click the link to see our previously published complaints data.
- Supporting Business
Commitment to Service
Customer Careline: Our aim is to provide the highest level of service to our customers. However, if at any stage we do not meet your expectations we would like to hear from you. Our promise is to endeavour to resolve your issue quickly and to your satisfaction. Call us on 1850 753 357 or find our more by reading the ‘Complaint Management at Bank of Ireland’ tab above.
Guide for Suppliers to Bank of Ireland Group
This webpage is designed to provide suppliers of goods and services to Bank of Ireland Group with relevant information regarding our Procurement Process including:
- Invoicing Requirements.
- Procedures for Amending Supplier Details.
- BOI Procurement Services Contact Details.
Prompt Payment & Invoicing Requirements:
Bank of Ireland is committed to prompt payment of invoices, where goods and services have been provided in accordance with contractual obligations.
Please click below for advice on prompt payment of your company’s invoices to the Bank of Ireland Group:
Keeping Your Contact Details Up to Date:
As a vendor you may seek to make amendments to your details which are held on file by Bank of Ireland Group. These details may include Company Name, Company Address, Email Address, Phone Number or Bank Account Details.
It is vital that you inform BOI Group immediately of any changes to the above details. Failure to do so will inevitably result in delayed payment of your invoices. This relates particularly to your Company’s bank account details.
All requests to make amendments to your Company’s details must be submitted in an email to Service.Desk@procurement.boi.com and must detail:
- Your BoI vendor number
- ‘old’ details
- ‘new’ details
- Contact name – Financial Controller / Accounts Manager
The above should be included in a non-editable (PDF/JPG/TIFF) attachment (on your Company letterhead) attached to the email.
Amendments will only be made when validated by us.
Contacting Bank of Ireland Procurement Services:
In the event that you have any queries relating to the above, or you wish to establish the payment status of your invoices, please contact the Bank of Ireland Service Desk, as follows:
Ireland UK Phone (Lo-call) 1890 882343 0845 3005019 firstname.lastname@example.org email@example.com