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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 Bank Of Ireland 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 resolve it as soon as possible. As part of the investigation, we may need to contact you to discuss the issue.

    If we’re unable to resolve your complaint within 5 business days (Business Days are Monday to Friday), we’ll write to you to let you know that we got your complaint. When we say that we’ll write to you, we mean that we’ll send you a letter, email or text. We’ll also give you a complaint reference number and let you know the name of the person dealing with your complaint.

    Some complaints need more investigation. If this is the case, we’ll write and let you know within 20 business days.

    We aim to make a decision on your complaint within 40 business days.

    If we cannot give you a final response within 40 business days, we’ll clearly explain why and we’ll tell you when we expect to give you a final response. We’ll keep you fully informed, and will contact you every 20 business days until the matter is settled.

    When we have reached the end of our investigation, we’ll write to you with our final response.

    Payment service complaints

    If your complaint is about a payment service, we’ll write to you with our final response within 15 business days of receiving your complaint. If, in exceptional circumstances, we cannot give you a response within 15 business days, we’ll get back to you within no more than 35 business days.

  • If you are not happy with our Final Response

    If you’re 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:

    Lincoln House
    Lincoln Place
    Dublin 2
    D02 VH29
    Tel: (01) 567 7000
    Email: info@fspo.ie
    Web: www.fspo.ie

  • Online Dispute Resolution

    Under European Union rules, as the Bank of Ireland Group sells financial services online, we must let consumers know about an EU-sponsored online dispute resolution platform. This platform is specifically designed to help consumers who buy goods and services online and have a complaint about them. You can find it at https://ec.europa.eu/consumers/odr/.