Important Announcement:

Changes to our branch network

 

  • Following a strategic review, AIB will be consolidating its branch network across Northern Ireland, closing eight branches in 2021

  • The bank has witnessed a 33% reduction in the number of active customers using its branch network and a 52% increase in digital online payments since end of 2017

  • Its partnership with the Post Office has seen an 84% increase in the level of active AIB customers using their facilities in the same period

  • AIB continues to provide personal and business customers with a full-service offering and is also enhancing its mortgage and business lending services

Having completed a detailed strategic review in the context of a low interest rate environment, a competitive and challenging landscape and changes in how our customers are interacting with us, we are consolidating our branch network in Northern Ireland.  After careful consideration, we will close 8 branches and their adjoining ATM’s later this year.

 

We have seen customer demand for branch banking diminish, a trend that has been accelerated by the pandemic, and at the same time we are seeing increased usage of our digital services.  The changes we are announcing are necessary to provide a sustainable future for AIB in Northern Ireland so that we can continue to play our part in strengthening the local economy. 

 

We remain fully committed to Northern Ireland and will continue to serve customers in our seven remaining locations, through our digital services and alternative customer channels. Our reshaped strategy will see enhanced services for business and mortgage customers with faster and more efficient borrowing decisions.  We are also dedicated to ensuring continuous improvements in our digital experience for customers, through developing a remote account opening solution and a digital mortgage offering for personal customers.  

 

At the same time, we are enhancing our successful partnership with the Post Office® which enables customers to conduct their everyday personal and business banking transactions in any of the 500+ Post Offices® across Northern Ireland, all of which are less than one mile away from any of the branches that will be closing.

 

To support our customers and minimise any inconvenience through the transition, we will write to impacted customers in advance to advise them of the changes and share detail on alternative ways to bank. This will include Online Banking, our Mobile App, the remaining branches and Post Offices.

 

In addition we will also be hosting dedicated in-branch customer support sessions, providing one-to-one guidance on how to use our digital banking services.  

 

Customers need not make any changes to their accounts.  Branch staff will be available to help and we have a dedicated helpline 0345 646 0431, open 09:00 – 17:00, Monday to Friday.  Alternatively we can be contacted via an online contact form with any specific queries.

 

The following branch impact assessments give more detail on how we reached these decisions and where impacted customers of each branch can continue to access their banking services.

The impact assessments have been updated as at September 2021, with details of people we have engaged with in relation to the closure, feedback received and action taken as a result.

 

Closing Branch

Branch Impact Assessment

Closure Date

Moving To

Bangor  Click to view 12 November 2021 Donegall Square North, Belfast
Coleraine Click to view 12 November 2021 Ballymena
Glengormley Click to view 12 November 2021 Donegall Square North, Belfast
Kilkeel Click to view 12 November 2021 Newry
Lisburn Click to view 12 November 2021 University Road, Belfast
Lurgan Click to view 12 November 2021 Dungannon
Newcastle  Click to view 12 November 2021 Newry
Omagh  Click to view 12 November 2021 Enniskillen

You can read the full press statement here.

Remaining branches – AIB in Northern Ireland

Ballymena Donegall Square North, Belfast
Dungannon Enniskillen
Meadowbank Newry
University Road, Belfast  

Frequently asked questions

 

  • How are we supporting impacted customers?

    We aren’t changing what we do, we’re changing how we do it. This announcement reflects that banking is changing and the way our customers want to bank with us is changing.

     

    We are committed to supporting impacted customers through this transition:

     

    • We will be writing to impacted customers 12 weeks before the branch closures in mid –November helping them to understand these changes. We’ll let them know what alternative channels they can use to bank if they aren’t already.
     
    • We understand that the closure of this branch will impact all of our customers, especially those in a vulnerable position. We have a dedicated vulnerability specialist in each branch to provide additional support and answer any queries you may have.
     
    • A printed brochure will be available in-branch (and in PDF format below) explaining our reasons for each branch closure and providing further guidance. We can also provide brochures and notification letters in Braille and Large Print.
     
    • In each branch we have a digital specialist who can help customers set up and use our Mobile App, Online, or Phoneline Banking. These online services mean you can manage your money and make payments wherever you are.
     
    • Our successful partnership with the Post Office® means both personal and business customers can carry out their everyday banking transactions in their 500+ locations in Northern Ireland. (98% of the Northern Ireland population lives within 3 miles of a Post Office®).
     
    • Our in-branch staff can help explain the changes or customers can phone our dedicated helpline 0345 646 0431. We’re available from 09:00 to 17:00, Monday to Friday, excluding bank holidays.
     
    • We will also be offering dedicated in-branch customer support sessions, providing one-to-one guidance on how to use the digital banking services.  
     
    • Customers registered for Online, Mobile or Phoneline Banking will be able to talk to a direct customer contact centre agent 09:00 to 17:00 Monday to Sunday excluding bank holidays on 0345 793 0000.
  • I am a personal customer are there other options to allow me to do my Banking?

    We offer a range of convenient ways to bank, so you can manage your money whenever you need to, from wherever you are:

     

    • Mobile Banking –This enables you to securely check your balance, pay your bills, and transfer funds to any UK account. You can even apply for a personal loan.

     

    • Online Banking – Be it a desktop, tablet or phone, you have the flexibility of banking at a time and place that suits you.

     

    • Phoneline Banking – Phoneline 0345 793 0000 gives you an automated self-service --facility that gives you a secure and confidential banking service that fits your schedule.


    For more information about banking online or by phone visit aibni.co.uk/waystobank.


    To register for Online, Mobile or Phoneline Banking or if you have forgotten your Personal Access Code (PAC), call 0345 793 0000 and press #. We’re available from 09:00 to 17:00, Monday to Sunday excluding bank holidays.


    If you’ve forgotten your Online, Mobile and Phoneline Banking registration number you can get a reminder online at aibni.co.uk/reminderreg or alternatively call us on 0345 793 0000 and press hash (#).

    • Cash Machines – Our cash machines are not just for cash transactions. Using your AIB (NI) Visa debit card and PIN, you can make balance enquiries, print off a mini statement and change your PIN.
     
    • Post Office® Services – Everyday banking is available at the Post Office®. You can check your balance, withdraw and lodge cash and cheques and make transactions.
     
    • Google Pay & Apple Pay – By adding your debit card and personal credit card to your phone, you can pay when seeing the Contactless logo.
     
    • Contactless – For debit & credit cards with the Contactless symbol, you can simply touch and pay for items that cost £45 or less.
     
    • Cashback – A Visa debit card allows you to make purchases with cashback up to £100. Please note, not all merchants will offer cashback.
  • Will my bank account details change?

    Your sort code and account number will not change.

  • Can I continue to use my debit card, cheque book and lodgement book?

    You can continue to use the debit card, cheque book and lodgement books that you are currently using.  There will be no requirement to replace these outside of normal timescales.

  • What will happen to my existing standing orders/direct debits?

    Any existing standing order and direct debits will continue as normal on your account.  There is no requirement for you to make any changes or get in contact with the recipients.

  • My branch is closing, where will my new branch be?

    You can use any AIB (NI) branch for banking services, although for administration purposes we will move branches as outlined below. All your details and payment instructions remain the same, you don’t need to take any action.

    Bangor moves to

    Donegall Square North

    Coleraine moves to

    Ballymena

    Glengormley moves to

    Donegall Square North

    Kilkeel moves to

    Newry

    Lisburn moves to

    University Road

    Lurgan moves to

    Dungannon

    Newcastle moves to

    Newry

    Omagh moves to

    Enniskillen

  • Will my details for digital and phone banking change?

    Your details for the Mobile App, Online Banking or Phoneline Banking, and Internet Business Banking (iBB) will not change.  You can continue to use these as you are using them today.

  • How can I raise a query?

    You can raise a query through our online enquiry form, by phoning 0345 646 0431, open 09:00 – 17:00, Monday to Friday or in person.

  • Where is my nearest Post Office® and are the opening hours the same as the Bank?

    The Post Office® has a network of over 11,500 branches throughout the UK which provide Monday to Saturday opening hours with 25% also open on Sundays. There are 500+ Post Offices® in Northern Ireland.

     

    95% of UK Residents live within a mile of their local Post Office® and 99% live within a 3 mile radius.

     

    Please visit the Post Office® website www.postoffice.co.uk click on the ‘Branch finder’ and type in your post code.

  • What services are available at the Post Office®?

    • Get a balance using your Visa debit card and PIN
     
    • Withdraw cash using your Visa debit card and PIN
     
    • Lodge cash using your Visa debit card
     
    • Lodge cash using a Post Office Cash Deposit card
     
    • Lodge cash using a pre-printed lodgement slip
     
    • Lodge cheques using a pre-printed lodgement slip
     
    • Exchange notes for coin (business customers only)
     
    • Cash cheques up to an agreed daily limit (business customers only)

    Service Details When applied to account
    Cash lodgements and withdrawals using a Visa debit card
    • Withdraw a maximum of £500 per day in notes (includes any cash machine withdrawals)
    • Cash lodgements of up to £20,000 including £250 in coin per transaction at most Post Offices® 
    • Obtain a printed account balance  
    Immediately
    Cash lodgements using a Post Office Cash Deposit Card
    • Lodge up to £20,000 including £250 in coin per transaction to your account at most Post Offices®
    • You can have multiple Post Office Cash Deposit Cards on your account, each with its own unique number, which will be shown on your statement. This card is ideal for businesses with multiple outlets lodging to the same account.
    • Secure – this card can only be used to lodge cash to the account shown on the card. It cannot be used to withdraw cash or to obtain the balance on the account.
    • Find out more information on the Post Office Cash Deposit Card and how to order one.
    Immediately
    Cash lodgements using a pre-printed lodgement slip
    • Lodge cash to your Current and Select Account without a Visa debit card up to £20,000 including £250 in coin per transaction at most Post Offices®.
    • If you regularly make cash lodgements then we recommend that you use a Post Office Cash Deposit Card as it credits your account instantly.
    Next banking day
    Sterling cheque lodgements using a pre-printed lodgement slip
    • Obtain a ‘AIB (NI) Cheque Deposit Envelope’ at any of our branches or at any Post Office® in Northern Ireland
    • Enter your Sort Code and Account Number on the front of the envelope and place the sterling cheque(s) and pre-printed lodgement slip inside.
    • Receive a receipt for the envelope from the Post Office®Teller
    • Cheque lodgement is sent by Post Office® to AIB (NI) for processing
    • Retain details of cheques enclosed for your own records.  
    The clearing cycle will begin when we receive the cheque, usually the next banking day
    Business customers can obtain change at a nominated Post Office® branch
    • Contact your branch, or Relationship Manager and they will make arrangements for you to obtain change at a nominated Post Office® branch convenient to you.
    • This is an exchange service i.e. you must bring the notes that you wish to exchange to the Post Office, or alternatively withdraw notes at the Post Office using your Visa debit card, which you can then exchange for coin.
    Not applicable
    Business customers can cash cheques at a nominated Post Office® branch up to an agreed daily cheque-encashment limit
    • Contact your branch, or Relationship Manager for more information on this service.

     

    Cheques will follow the normal clearing cycle

    For information on how to use these services and to find out more about the Post Office® visit https://aibni.co.uk/ways-to-bank/post-office

  • Is anything changing for business customers?

    For our business customers, keeping our on the ground business teams fully agile means we can meet and support where and when our customers need us.

     

    Business customers will soon be able to use an enhanced Time-Saver cash lodgement business service at the Post Office® so they don’t have to queue to lodge cash.

    Remaining branches – AIB in Northern Ireland

    Ballymena Donegall Square North, Belfast
    Dungannon Enniskillen
    Meadowbank Newry
    University Road, Belfast  
  • Can I pay my Credit Card at the Post Office?

    Currently you cannot pay a credit card at the Post Office, however you can pay all or part of your balance by:

    • Using Online or Mobile Banking services 
    • Direct Debit – you can set up a DD instruction (mandate) by phoning 02890 241822 or downloading a form from our website and posting to the address shown.
  • Can I use the Post Office to lodge Foreign Currency cheques?

    Currently you are not able to use the Post Office for this, however you can lodge Foreign Currency Cheques by:

    • Visiting a branch
    • Posting the cheque to the Branch Support Team, 92 Ann Street, Belfast,BT1 3HH detailing your name, address, and account number/ sort code of what account you want the cheque to be lodged to.
  • How can I access my ISA?

    You can make withdrawals/lodgements on your ISA by:

    • Visiting a branch
    • Writing to the Branch Support Team, 92 Ann Street, Belfast,BT1 3HH with details of the amount to withdraw/lodge, ( a cheque if lodging. No cash please), your name, address, and ISA account number.
  • How can I access my Regular Saver?

    You can make withdrawals/lodgements to your Regular Saver by:

    • Using Online or Mobile Banking Services
    • Visiting a branch
    • Writing to the Branch Support Team, 92 Ann Street, Belfast,BT1 3HH with details of the amount to withdraw/lodge, ( a cheque if lodging. No cash please), your name, address, and account number.
  • I’m a business customer, how can I arrange for a cash withdrawal higher than ATM limits?

    The Post Office offer a TimeSaver Cheque Encashment service to allow cheques up to an agreed amount to be cashed, at a nominated Post Office.  Speak to your branch or Relationship Manager on how to set up this service.