Previously Published Data

Complaints Performance Data Publication – Bank of Ireland (UK) plc: 1 July – 31 December 2018

For more information on our performance in managing complaints (in our UK business) please see the table below. Please note that this is the first reporting period where we are required to report total complaint activity (first table) and then extract and report complaints linked to a payment service activity (second table).


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:

  • 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 64% 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 38.15% of all complaints we receive;
  • Bank of Ireland (UK) plc resolved 98.9% of all complaints within 8 weeks of receiving them.
  • Bank of Ireland (UK) plc resolved 96.40% of payment service complaints within 15 business days of receiving them;
  • For Insurance & Pure Protection, 99.5% of which are Payment Protection Insurance (PPI) complaints, we received 826.68 complaints for every 1,000 policies currently 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 206.72 complaints for every 1,000 policies in force;

^ Source: Financial Ombudsman Service, August 2018

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.

Previously Published Complaints Data

Please click the link to see our previously published complaints data.

Complaints Performance Data Publication – Bank of Ireland (UK) plc: 1 January – 30 June 2018

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:

  • 98.8% 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 65% 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 37.1% of all complaints we receive;
  • Bank of Ireland (UK) plc resolved 99.2% of all complaints within 8 weeks of receiving them.
  • For Insurance & Pure Protection, 99% of which are Payment Protection Insurance (PPI) complaints, we received 112 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 28 complaints for every 1,000 policies in force;

^ Source: Financial Ombudsman Service, March 2018

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

  • 98.2% 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 68% 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 37.1% 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 104.86 complaints for every 1,000 policies in force. Approximately 59% 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 43.6 complaints for every 1,000 policies in force;

^ Source: Financial Ombudsman Service, August 2017