How To Complain

Information below is specific to GB Business Banking Customers only. Please click here for details of our other useful contacts or call 020 3201 6000.

Complaints
Group Customer Complaints
Bank of Ireland Group
PO Box 27
One Temple Quay
Bristol
BS99 7BR
Tel 020 3201 6000
Email: customercare@boiuk.com

At Bank of Ireland UK we aim to provide a first-class service. However, we do realise that at times we may not meet the high standards you have come to expect from us. If you have a concern about any of our products or services, please tell us. We want to put things right – first time. Your comments help us to improve our services.

If you want to make a complaint, you can contact us in the following ways.

In person - visit any of our business offices and speak to a member of staff.

In writing - send a letter or fax to your Relationship Manager or your Customer Service Manager.

By telephone - call your Relationship Manager or your Customer Service Manager. If you have registered for our Banking 365 service, customer service advisers are available on weekdays until midnight. The telephone number is 08457 365 333. If you are calling from outside the UK, the telephone number is 00 353 1 460 6400.

When we receive your complaint we will do the following.

1. Write to you within five working days to confirm we have received your complaint.
2. We will always deal with your complaint as quickly as we can. However, if we have not been able to solve or settle your complaint within four weeks of receiving it, we will write to tell you the progress we have made and when we aim to send you a full response.
3. If we cannot solve or settle your complaint within eight weeks of receiving it, we will write to you and explain why, and tell you when we expect to be able to do so.
4. If at any stage you are not satisfied with our action or explanation, you can ask for us to refer your complaint to Group Customer Complaints at:
   Bank of Ireland Group
   PO Box 27
   One Temple Quay
   Bristol
   BS99 7BR

If you do not agree with our final response, or we cannot respond within eight weeks and you do not accept our explanation, you may refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service can help solve or settle disputes between banks and their customers. They are entirely independent and their services are free to you.