We are sorry that you have had cause to complain. We want to work with our customers to understand what’s happened and try to put things right. The quickest way to do this is to use the online complaint form or email us.
Email/online
NICustomerCare@boi.com, or online using the complaint form below,
complaint form
In writing
Send a letter to your Relationship Manager/Customer Service Manager. Or to the Complaints Team:
Free Post Bank of Ireland UK
UK Customer Relations
PO Box 3191
Bristol
BS1 9HY
Telephone
Call your Relationship Manager or your Customer Service Manager. If you have registered for our Banking 365 service, customer service advisers are available Monday to Friday 9am – 5pm and 9am to 2pm Saturday/Bank Holiday.
The telephone number is 03457 365 333.
If you are calling from outside the UK, the telephone number is 00 353 1 460 6400.
- The complaints process
We’re dedicated to sorting out complaints and want to put things right as soon as we can. We’ll make every effort to resolve a payment transaction complaint as soon as possible, and most no later than 15 days or, in exceptional circumstances, 35 days. Where a complaint is about any other matter, please allow up to 8 weeks. We’ll keep you updated of our progress throughout.
- Summary Resolution Communication
We send this by letter or email if we’ve been able to resolve your complaint to your satisfaction within 3 working days after we received your complaint. We’ll also tell you about the Financial Ombudsman Service (FOS).
- Final Response
We’ll try to resolve your complaint within 3 working days. If that’s not possible, we’ll send a letter or email acknowledging the issue. We will also keep you updated on the progress of your complaint.
Once we’ve answered your complaint, you’ll receive a Final Response letter. This letter will include:
- details of our investigation,
- our decision,
- next steps and actions that might be needed, if these are required, and
- information about the Financial Ombudsman.
- Financial Ombudsman Service
If you are unhappy with our final response, or if we have failed to respond within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service can help solve or settle disputes between banks and their customers. They are entirely independent, and their services are free to you. If you decide to refer your complaint, you should do so within six months of the date of our final response letter.
How to contact the Financial Ombudsman Service
Online
Phone
- Tel: 0800 023 4567 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs)
- Outside UK Tel: +44 20 7964 1000
Letter
- Financial Ombudsman Service
Exchange Tower
London
E14 9SR