We work hard to make sure you always get the service you need. However, we know that sometimes things can go wrong. When that happens, we always encourage you to tell us about your complaints so that we can put matters right.
We want to:
- make it easy for you to raise your complaint
- listen to your complaint
- consider how you would like us to resolve it
- make sure you are satisfied with how your complaint was handled
How and where to complain
If you are not satisfied with any aspect of our service or products you can tell us your concerns in the following ways:
In person - visit any of our branches and speak to one of our staff. Our branches are open from 9.30am to 3.30pm Monday-Friday.
In writing - by letter or fax, address this to the Customer Service Manager of your account holding branch or your Relationship Manager.
You can e-mail our Customer Care department at: customercare@boiuk.com.
By telephone - use your usual number for contacting us. If you have registered for Banking 365, customer service advisers are available on weekdays until midnight, (lo-call number) 08457 365 333.
How long will it take?
Our aim is to try and resolve your complaint straightaway. Often however, complaints need to be investigated further - if this is the case, we will write to you within three to five working days to:
- acknowledge receipt of your complaint
- tell you how long we expect it will take to resolve it
- tell you who is dealing with it
In the majority of cases, we would hope to be able to resolve your complaint within two weeks. In exceptional circumstances where your complaint is particularly complex, matters may take longer to resolve. We will however keep you informed with any progress until your complaint has been resolved.
What if you are not happy with our response?
Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority. However if you are not satisfied with our action or explanation you can ask for your case to be referred to: Head of Customer Services at Bank of Ireland, 36 Queen Street, London, EC4R 1HJ.
Final Response
In the unlikely event we cannot reach agreement with you within eight weeks, we will send you a ‘final response’ letter which will explain our final position, or giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion. Complaints we cannot settle may be referred to the Financial Ombudsman Service.
Contacting the Financial Ombudsman Service
The Financial Ombudsman service acts independently of all banks including Bank of Ireland and provides a free service as an impartial adjudicator.
If you wish to ask the Financial Ombudsman Service to review your complaint, you must do this within six months of the date of our final response letter in accordance with their rules.
The address to write to is:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk
A copy of the guide "Your complaint and the Ombudsman" is available in branches or on request.
For more information Contact our Customer Care team or call 020 7236 2000
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