Customer Feedback

At AIB we are committed to delivering a friendly and professional service to all our customers. We take this commitment very seriously and constantly strive to meet our customers' expectations. Your feedback is very important in ensuring that we can properly and fully evaluate and consider how we are performing.

We recognise that, from time to time, you may encounter difficulties with some element of our service or products.

If our level of service or the quality of any of our products has failed to meet your expectations, please tell us about your experience. We welcome comments/ complaints on any aspect of our service or products and our complaints process is designed to ensure that any issues are addressed promptly and fairly.

How and where to give us your feedback - Comments, Complaints or Compliments

• Visit a branch - visit any of our branches and speak to any one of our staff. Use our branch locator or to find your nearest branch.
• Telephone
  - if you are registered for AIB Phone & Internet Banking you may contact us by phone (dial - 0818 724 724 or +353 1 771 24 24 (from outside the Republic of Ireland).
  - iBB please contact 0818 72 00 00 or +353 1 641 48 89 (from outside the Republic of Ireland).
  - Alternatively you may also use your usual number for contacting your branch or use our branch locator to find the number.
• Write - address your letter to your local branch manager or relationship manager.
  Use our branch locator to find your own or the nearest branch address and Fax number, if required.
• Fax - Use our branch locator to find your nearest branch.

Resolving and Responding to Complaints

We aim to resolve and respond to your complaint as quickly as possible. Where a complaint requires a more detailed investigation it may take us a little longer to resolve your complaint.

In these cases, we will:

• Write to you within 5 working days to let you know what is happening with your complaint and who is responsible for dealing with it

  And within 4 weeks we will either

• Resolve your complaint and send you a letter with details of the outcome of the investigation

  Or

• Write to you with an update on your complaint
  

Financial Services Ombudsman

In the unlikely event that your complaint is not resolved within 8 weeks, we will write to you with an update on the complaint and an indication of when we expect to provide a resolution. We will also advise you of what further action you may take in the event that you are not satisfied with the progress of your complaint.

If you are not satisfied with the handling of or the final response to your complaint, you can ask the Financial Services Ombudsman for an independent review.

In writing:

The Financial Services Ombudsman's Bureau,
3rd Floor,
Lincoln House,
Lincoln Place,
Dublin 2
Email: enquiries@financialombudsman.ie
Website: www.financialombudsman.ie
Phone:
Lo Call: 1890 88 20 90
Tel:+353 1 6620899
Fax:+353 1 6620890

Back to Top