Previously Published Data

Complaints Performance Data Publication – Bank of Ireland (UK) plc: 1 July – 31 December 2016

For more information on our performance in managing complaints (in our UK business) please see the table below.

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:

  • 98.1% 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 54% 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 (UK) plc upholds 39.2% of all complaints we receive. This figure includes PPI complaints where no policy was sold (which accounts for approximately 65% of all PPI complaints made to Bank of Ireland). If we discount the 1,659 PPI complaints we received where no policy was ever sold, Bank of Ireland (UK) plc upholds 42.7% of all our complaints;
  • Bank of Ireland (UK) plc resolved 97.3% of all complaints within 8 weeks of receiving them.
  • Bank of Ireland (UK) plc has more than 2.5 million Banking-related accounts, including current accounts, credit cards and savings accounts. For every 1,000 Banking accounts we have, Bank of Ireland (UK) plc receives 5.79 complaints;
  • We received 5.39 complaints for every 1,000 outstanding Home Finance loan balances;
  • For Insurance & Pure Protection, which is almost exclusively made up of Payment Protection Insurance (PPI) complaints, we received 5,221 complaints for every 1,000 policies we sold. The reason for this figure being so high is because of the number of spurious complaints we receive where no PPI was ever sold. If we remove PPI complaints, we received 48 complaints per 1,000 policies sold;

^ Source: Financial Ombudsman Service, September 2016

Complaints Performance Data Publication – Bank of Ireland (UK) plc: 1 July – 31 December 2015

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 July – 31 December 2015
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

 

No. of Complaints
Opened
No. of Complaints
Closed
Complaints Closed
Within 8 Weeks (%)*
Complaints Upheld
by Firm (%)
Banking 12,133 11,068 95.4% 64.5%
Home Finance 1,141 1,188 99.4% 32.5%
General Insurance & Pure Protection 3,787 3,699 97.8% 3.2%
Decumulation, Life and Pensions 38 45 53.3% 15.6%
Investments 5 7 71.4% 28.6%

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:

  • 97.9% 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 58% 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 47.9% of all complaints we receive. This figure includes PPI complaints where no policy was sold (which accounts for approximately 73% of all PPI complaints made to Bank of Ireland). If we discount the 2,703 PPI complaints we received where no policy was ever sold,
  • Bank of Ireland upholds 57.5% of all our complaints
    Bank of Ireland resolved 96.1% of all complaints within 8 weeks of receiving them

^ Source: Financial Ombudsman Service, August 2015

Complaints Performance Data Publication – Bank of Ireland (UK) plc: 1 January – 30 June 2015

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 – 30 July 2015
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

 

No. of Complaints
Opened
No. of Complaints
Closed
Complaints Closed
Within 8 Weeks (%)*
Complaints Upheld
by Firm (%)
Banking 9,517 8,573 95.8% 61.3%
Home Finance 1,010 1,001 99.6% 31.9%
General Insurance & Pure Protection 3,512 3,423 99.4% 4.8%
Decumulation, Life and Pensions 41 32 68.8% 3.1%
Investments 10 9 77.8% 33.3%

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:

  • 97.8% 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 69% 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 44.1% of all complaints we receive. This figure includes PPI complaints where no policy was sold (which accounts for approximately 76% of all PPI complaints made to Bank of Ireland). If we discount the 2,610 PPI complaints we received where no policy was ever sold, Bank of Ireland upholds 57.8% of all our complaints
  • Bank of Ireland resolved 96.9% of all complaints within 8 weeks of receiving them

^ Source: Financial Ombudsman Service, February 2015

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. To read this file you will need the Adobe Acrobat Reader, which is available free of charge from Adobe’s Website. Download PDF reader.