Previously Published Data

Complaints Performance Data Publication – Bank of Ireland (UK) plc: 1 January – 30 June 2017

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:

  • 98.4% 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 67% 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 35.8% of all complaints we receive;
  • Bank of Ireland (UK) plc resolved 99.0% of all complaints within 8 weeks of receiving them.
  • For Insurance & Pure Protection, 99% of which are Payment Protection Insurance (PPI) complaints, we received 333.6 complaints for every 1,000 policies in force. Approximately 75% of the PPI complaints we received were spurious complaints where no PPI was ever sold, if we remove these complaints then we would have received 85.1 complaints for every 1,000 policies in force;

^ Source: Financial Ombudsman Service, March 2017

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.

Information on performance in managing 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:

  • 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

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.