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Our Complaints Procedure Explained...
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 is handled
This leaflet explains what to do if you have any complaint about Bank of Ireland service. It tells you how quickly we will deal with your complaint and who to contact if you are not satisfied with our response.
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 4.30pm Monday – Friday (except Wednesday when we open at 10.00am)
In writing - by letter or fax.Address this letter to the Customer Service Manager of your account holding branch or your Relationship Manager.
By telephone - to your account holding branch or Relationship Manager. If you have registered for our 365 online service, customer service advisers are available on weekdays until midnight, lo-call number 08457 365 555
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 3-5 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 2 weeks. In exceptional circumstances where your complaint is particularly complex, matters may take longer to resolve. We will however keep you informed of progress until your complaint has been resolved.
What to do 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 complaint to be referred to the Customer Care Manager at Bank of Ireland, Group Marketing N.I., 1 Donegall Square South, Belfast, BT1 5LR
Final Response
In the unlikely event we cannot reach agreement with you within 8 weeks, we will send you a ‘final response’ letter which will explain our final position, or give reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.
If we cannot settle your complaint you may refer it 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, under their rules, you must do this within 6 months of the date of our final response letter.
Their contact address 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 branch or on request.
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