Complaints

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.

Our promise

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.

How can I make a complaint?

• Contact our Open24 Team on 0818 50 24 24 who will seek to resolve your issue for you there and then
• Contact our dedicated complaints team in our Customer Resolution Centre:
  
  • By completing and submitting an online complaint form 
  • In writing to Customer Resolution Centre, Churchyard Lane, Douglas, Cork
  • By phoning 0818 818 700
• Phone or write to your local Branch or the relevant Bank Department

Please provide your phone number so we can discuss your complaint with you.

If you contact us in person or by phone, we will offer you the option of having your verbal complaint treated as a written complaint, please let us know. Please note, any correspondence received after 5.30pm will be  actioned the following working day.

What happens next?

• We aim to resolve all issues where possible on the spot
• If we are unable to resolve your complaint within 5 business days, we will write to you to formally acknowledge your complaint and to provide you with a complaint reference number. We will also let you know the name and contact details of the person dealing with your complaint
• Some complaints are more complex and cannot be resolved in the time we would like
• We may need to call you for further details in relation to the complaint and to keep you up to speed on our investigations. You may receive these requests by phone, SMS or in writing. It is important you provide us with your telephone contact details at the time of making your complaint
• Once all the details of your complaint have been investigated, we will issue you with a "Final Response Letter"

Please note: any correspondence received after 5.30pm will not be actioned until the next working day.

What if I’m still not satisfied?

We’ll make every effort to agree a fair and reasonable resolution with you. Your satisfaction is very important to us and we welcome the opportunity to discuss the matter with you again if you feel that our response to your complaint does not sufficiently address this matter for you. Please contact us to reopen your complaint by calling us on 0818 818 700 or contact us on the address on your Final Response Letter. We would be happy to look into this for you again.

If you remain dissatisfied having discussed the matter with us again, you may escalate to the Financial Services and Pensions Ombudsman (FSPO) 

If you remain dissatisfied with our response, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) who will seek to resolve it through mediation or through investigation and adjudication.

Complaints to the FSPO can be made online through their Website www.fspo.ie. If you have any queries about making a complaint, they can be contacted by email to info@fspo.ie or by telephone 353 1 567 7000.

Click here for information on how to make a complaint to the FSPO.

How do I know if my complaint is payments related, or not?

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.  

Please note: The above are examples and not an exhaustive list.