Customer Feedback & Complaints Process
We’re committed to providing excellent customer service. If we don’t meet your expectations in any way, we want to have the opportunity to put things right. If something goes wrong, we’ll solve the problem as quickly and fairly as possible.
Giving us feedback
You can give comments and suggestions to any member of staff. Your comments and suggestions help us to improve our products and services.
We’re here to listen
If you’re not happy with any part of our service or products, you can let us know by contacting us in the following ways:
Visit the branch and speak to the Customer Service Manager or any other member of staff.
Write to your branch, or to our Customer Complaints team at:
5th Floor, New Century House
I.F.S.C, Lower Mayor Street
When handling 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 hasn't met your expectations.
When we have dealt with your complaint, we will use your experience to help us improve our products and services. Although you will not hear from us directly, you may see changes that have been influenced by what you tell us.
We may need time to investigate more complex complaints
Some issues are quite complex and we may not be able to solve the problem immediately. If so, we’ll write to you within five working days giving you the name of the person dealing with your issue and letting you know when you can expect a full response. As part of the investigation we may need to contact you to discuss the issue. We aim to settle matters as quickly and as fairly as possible. If we need to carry out a detailed investigation, we’ll keep you fully informed throughout the process.
Where a detailed investigation into your complaint is required, we will acknowledge it in writing within 5 business days and provide a written response on completion of our investigation.
If your complaint relates to a payment service we will write to you addressing all points raised, within 15 business days of receipt of your complaint. In exceptional situations, if the answer cannot be given within 15 business days, we will write to you no later than 35 business days.
For all other complaints, we will write to you within 20 business days. If we are unable to reach a conclusion within 40 business days we’ll clearly explain the reason, and advise you when we expect to provide a full response. We’ll keep you fully informed, and will contact you every 20 days until the matter is settled.
When we have finished our investigation, we’ll send you a letter explaining the outcome.
Financial Services and Pensions Ombudsman
We’ll always do our best to find a satisfactory solution for you. However, if you are not satisfied with the outcome, you can take your complaint to the Financial Services and Pensions Ombudsman. The Financial Services and Pensions Ombudsman is independent. They deal with complaints which consumers have about financial service providers. It’s a free service for you.
Contact the Financial Services and Pensions Ombudsman at
Online Dispute Resolution
Under European Union rules, as the Bank of Ireland Group sells financial services online we must inform consumers of an EU sponsored online dispute resolution platform for consumers who wish to resolve out of court disputes which have arisen online. This online dispute resolution platform is a web-based platform that is specifically designed to help consumers who purchase goods and services online and have a complaint about them. You can access this online dispute resolution platform at https://ec.europa.eu/consumers/odr/.