We’re committed to providing our customers with the highest standard of service. If you have a complaint, we want to know! We’ll address the issue as quickly and as fairly as possible.
You can be sure that we will deal with your complaint fairly, courteously and promptly. We’ll log and fully investigate your complaint and we will rectify the situation in as far as we can, so that it doesn’t happen again. If the mistake is ours, we’ll give you an explanation and an apology.
Please note, any correspondence received after 5.30pm will not be actioned until the next working day.
We’ll make every effort to agree a fair and reasonable resolution with you. However, if you are not satisfied with our response you may refer your complaint to the Office of the Financial Services and Pensions Ombudsman for arbitration.
The Ombudsman is an independent adjudicator whose services are available free of charge to customers who have unresolved complaints with their service provider. The Ombudsman will only become involved after the matter has been processed through the Bank’s internal complaint procedures, so it is important that you firstly give us the opportunity to resolve your problem.
The Ombudsman may be contacted at the following address:
The Office of the Financial Services and Pensions Ombudsman
3rd Floor, Lincoln House
Lincoln Place, Dublin 2
A payment related complaint is an expression of dissatisfaction in relation to any lodgement, transfer, or withdrawal of money, or information we provide about payment services available on your account, including the terms and conditions.
|What it is||What it is not|
An electronic funds transfer not processed or received
Manual payment (i.e., cheques, bank drafts) related issues
|A lodgement to your account was not processed on time||Credit application decisions|
|Your statement was not issued on time||Queues in a branch|
|Unauthorised payment transactions||Mortgage or other interest rates|
|A direct debit payment initiated from your ptsb current account not sent||Staff attitude|
|A standing order or direct debit not set up correctly on your account||Misselling of a product/service|
|Cancellation of a standing order or direct debit|
Please note: The above are examples and not an exhaustive list.