Bank of Ireland’s fraud prevention team supports over 10,000 calls during peak holiday period
- Bank of Ireland’s dedicated fraud support team assists customers 24 hours a day, 365 days a year
- Major focus on financial inclusion from the Bank’s Group Customer Office during 2023 – 2025 strategic cycle
- Wide range of innovative new products, including for children and mortgage customers
Bank of Ireland’s fraud prevention team received over 10,000 calls from customers during the peak holiday period – Monday 22 December to Monday 29 December – handling over 400 customer calls on Christmas day alone.
Over the holiday period, the busiest day for customer calls was 22 December with 2,375 calls received, followed by 23 December (1,985 calls) and over 800 calls received on St Stephen’s Day. New Year’s Eve also proved to be busy for the fraud prevention team with over 1,650 calls.
Along with a major focus on fraud protection, Bank of Ireland has also introduced a range of impactful financial inclusion initiatives to support customers during its current three-year strategic cycle (2023 – 2025) including:
- Accessible ATM fleet
- Extra help website resource centre for customers, families, and carers
- JAM Card and Hidden Disability Sunflower partnerships
- SignVideo interpretation service & Irish Text Relay Service (ITRS)
- Voluntary Gambling Blocks
- Simplified customer communications
Further improvements, broadening the range of sustainability products and services available to customers also came on stream, including:
- Bio-sourced debit and credit cards made from sustainable materials
- Ecosaver mortgages
- Enviroflex Sustainability linked Agri loans
- Home energy upgrade loans
- Nevo partnership and electric car loans
- Sustainable business coach online platform
These innovative sustainable customer propositions, together with other actions and activities resulted in Bank of Ireland’s sustainability-related lending growing to €16.5 billion at the end of September 2025, achieving its end-2025 objective of €15 billion ahead of schedule.
Áine McCleary, Chief Customer Officer, Bank of Ireland said: “Customers are at the heart of our business, and a core pillar of our current strategy is to build stronger relationships with them. During the current strategy cycle, we have simplified how customers access and use our products, including through digital experiences that make banking easier, faster, and more personal.
“We have launched a range of innovative products, including for children, mortgage customers, and those moving or returning to Ireland. We have also focused significantly on financial inclusion and financial literacy and I’m proud that Bank of Ireland maintained its No.1 position in Ireland for financial wellbeing between 2023 and 2025.
“Later this year we will launch our new strategy, and our continued focus is on improving what it is like to bank with us, helping us build even stronger relationships with all of our customers in the years ahead.”