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Customer complaints process
Customer complaints process

Complaints

We are committed to providing excellent customer service and are sorry if we have not met your expectations. By letting us know when you have an issue, you are helping us to record your complaint and work with you to understand how we can put things right.

When we handle complaints, we will:

  • Be approachable – we’ll make it easy for you to discuss the issue with us
  • Listen – we’ll always give your complaint the attention it deserves
  • Be fair – we’ll deal with you fairly, politely and promptly
  • Explain – we’ll give you an explanation and apologise if our service has not met your expectations.

How to make a complaint

If you’re not happy with any part of our service or any of our products, you can let us know. You can contact us in the following ways.

Online Complaint
Call Us

Call Us

Call B365 Phone Banking on 0818 200 365 (Republic of Ireland) or +353 1 404 4000 (from outside the Republic of Ireland).

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In Branch

In Branch

Visit your local branch and speak to the Customer Service Manager or any other member of staff.

Locate your branch

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Write To Us

Write To Us

Bank of Ireland Group Customer Complaints
Floor 1 Newlands Cross Business Centre
Clondalkin
Co. Dublin
D22 W324

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  • How we manage your complaint

    When we get your complaint, we’ll try to sort it out as soon as possible. As part of the investigation, we may need to contact you to discuss the issue.

    If we cannot deal with your complaint within five working days, we’ll send you a letter, email or text to let you know that we got your complaint. (Working days are Monday to Friday and do not include public holidays.) We’ll also give you a complaint reference number and tell you the name of the person dealing with your complaint.

    If you send your complaint through our online form (on our website), we will send you an acknowledgment straight away (either by text or email) to let you know we have received it.

    We’ll contact you every 20 working days until we have completed our investigation. We aim to make a decision about the outcome within 40 working days. If this is not possible, we’ll explain why and tell you when we expect to give you a final response.

    Once we have completed our investigation, we will send you a final response letter within five working days telling you the outcome of your complaint. In this letter we may include an offer of financial compensation to settle your complaint.

    Payment service complaints

    If your complaint is about a payment service, we’ll send you our final response within 15 working days of receiving your complaint. If we cannot send you a response within 15 working days for reasons out of our control, we’ll get back to you within 35 working days.

  • If you are not happy with our Final Response

    If you’re not satisfied with the outcome of our investigation or we do not settle your complaint within 40 working days, you can take your complaint to the Financial Services and Pensions Ombudsman.

    Please note, you will not have the right to go to the Financial Services and Pensions Ombudsman if you are a company, corporation, sole trader, partnership, trust, club or charity which had a turnover of more than €3 million in the last financial year, or if you are a company in a group of companies which had a combined turnover of more than €3 million in the last financial year.

    Contact the Financial Services and Pensions Ombudsman at

    Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29

    Phone: (01) 567 7000

    Email: info@fspo.ie

    Web: www.fspo.ie