We’re here for you
We understand that some of our customers may not be as familiar with alternative ways to bank.
Our commitment goes above and beyond helping you manage your money – we want to support you when you need it most.
Below you’ll find our support helpline, some frequently asked questions, important information and contact details including links to a range of Government, voluntary and community sector organisations who can provide direct services or care and support.
Customer Support helpline – for those over 70’s, carers, and those self-isolating
Call 0345 646 0319
9am – 5pm Monday - Friday
Our dedicated support helpline means you can get through to us when you need to. The helpline is managed by an experienced team who can help if you:
- are self –isolating/shielding and want to know how you can manage your account from home.
- care for one of our customers and need support with banking arrangements
- want help and guidance on how you can access cash and pay essential bills.
This dedicated line has been set up for those who need extra support and time. We’d ask that you don’t call this number if you don’t need to. We're ready to help any of our customers through our standard contact numbers, via Secure Messaging on Online Banking, or on social media.
Banking from home
We want to make it as easy as possible for you to manage and look after your money from the comfort of your own home. You can:
- Make card payments over the phone - Many shops and businesses will take card payments over the telephone. You need to provide the details on your Debit or Credit card. They will never ask for your card PIN.
- Use Phoneline/ Online/ Mobile Banking - Use Phoneline, Online and/or Mobile Banking for your everyday banking transactions such as paying bills, transferring money, viewing your statement and managing your payments. Once registered for Phoneline Banking, you can also use our Online and Mobile Banking services.
Alternative ways to shop and bank if you’re out
- Contactless digital payments – The spend limit for contactless cards has now increased to £45. You can also make payments from your mobile, or other compatible watch or device in seconds using Apple Pay® and Google Pay™.
- Post Office® - Do your everyday banking (such as withdrawing and lodging cash) at Post Office® branches throughout the UK.
Banking in AIB branches with priority hours
The most convenient way to bank is at home using our Phoneline, or Online/Mobile Banking services. If you do need to visit a branch, all our AIB branches across Northern Ireland are currently open. We've also introduced priority banking hours for older and more vulnerable customers from 9.30am to 10.30 Monday, Tuesday, Thursday and Friday and between 10am and 11am on Wednesday. We've also put extra cleaning measures in place, as well as social distancing protections but because of COVID-19 impacts we're closing at 4:30pm.
Third Party Access information or signposting?
We understand you may have concerns around accessing cash or paying essential bills if you are unable to visit the branch and /or are isolating. We are here to help, and have a number of options available to you based on your needs. For further details please contact our Customer Service team on 0345 6005925 and our staff will be happy to discuss these with you. If you are over 70, a carer or are self-isolating you can call our dedicated Customer Support team on 0345 6460319
Are you concerned about fraud or someone trying to control your money?
If you suspect that fraud has happened on your bank account or you see unusual activity on it, contact us immediately here.
If you are worried that someone else might have control over your money without your permission, you can ask us for help. Also let us know if you are concerned that a family member or friend has lost control of their money to someone they don’t trust.
At some stage or another we all may need some extra help or guidance, whether due to money worries, bereavement, illness, or simply hitting a tough patch.
If you are worried about missing a payment, for instance on your mortgage or any other credit product, please contact us. The earlier you talk to us, the earlier we can help find a solution.
Are you worried about domestic abuse?
Anyone can be a victim of domestic abuse, regardless of gender, age, ethnicity, socio-economic status, sexuality or background. For anyone who feels they are at risk of abuse, it is important to remember that there is help and support available to you, including police response, online support, helplines, refuges and other services. Click here for more information.
I am worried about financial abuse, what help can I get?
Due to the possibility that older and more vulnerable people may need to self-isolate, many may find themselves alone at home and having to rely on others to help carry out their day to day banking.
Sadly, this could also lead to an increase in people suffering from financial abuse. There are many ways in which this could happen. It can be someone stopping you from using your money or spending you money without your permission. It can take place in a range of different relationships, whether by partners, family members or carers.
Whatever your situation is, you don’t have to deal with it on your own - we can help.
Here are a few ways to protect yourself:
- Be aware of phone and internet scams which try to get you to disclose your bank details
- Check your bank statements regularly
- If someone else does your shopping, keep an eye on receipts and what is spent
- Don’t ever share your PIN number
- Don’t allow anyone into your home unless you can confirm their identity or you have made an appointment for them to visit
- Keep important documents and valuables safe and out of sight
- Don’t lend anyone money unless you are sure you can afford not to have it returned
- Think about who you might want to make welfare decisions on your behalf if you lose capacity, and consider giving someone you trust Power of Attorney.
For more information please click here to review "Its your money guide". Please refer to our useful links section below for organisations who can offer additional support.
I have to self-isolate, how can I get access to money to pay my bills?
You can continue to manage your money, pay your bills and access our services through our digital banking options - Online, Mobile and Phoneline Banking, or by talking to our Customer Services team on 0345 6460319 . Lines are open Monday-Friday 9.00am-5.00pm (excluding Bank holidays).Please note that we are currently experiencing extremely high call volumes as a result of Covid-19, so you may have to wait longer than usual to speak to us.
I am unable to attend the branch to withdraw cash and have no third party authority in place?
Is it safe to go into your branches?
The safeguarding of our customers, our staff and our communities continues to be our main priority as the situation with Covid-19 evolves, so we are asking customers to only visit a branch if it is absolutely essential.
If you do need to visit a branch, we have introduced social distancing measures and have also introduced priority banking time from 9.30am to 10.30 Monday, Tuesday, Thursday and Friday and between 10am and 11am on Wednesday for our older and our more vulnerable customers. Details of our branch opening hours can be found here https://aibni.co.uk/covid19/service-update
I want to make a large cash withdrawal?
We advise customers not to hold large amounts of cash for security reasons.
If you are concerned about access to cash during the COVID 19 crisis we would reassure you that:
- Many businesses and some retail outlets, will take card payments over the phone. If you ring them to make a purchase, they will take your debit or credit card details and will never ask for the card PIN.
- Our Online and Mobile Banking channels have a range of features to enable you to make a payment to another person or biller. (Note: to set up new payees you will need a Card Reader).
- Alternatively, if you do not have the Internet or a Smart phone, you can make payments using the Phoneline Banking service by telephoning 03457930000. (Note: to a maximum of 9 previously saved payees).
- There are alternative payment options such as Same Day Value transfer or a bank draft.
- We take this opportunity to remind you that AIB is part of the Deposit Guarantee Scheme, which means that deposits of up to £85,000 per person per institution are protected under the scheme.
- Consult a trusted third party or seek legal or professional advice before proceeding with a large cash withdrawal
My current Power of Attorney is self-isolating and can’t carry out my banking needs, how can I get access to money?
You can continue to manage your money, pay your bills and access our services in our branches, through our digital banking options - Online, Mobile and Phoneline Banking, or by talking to our Customer Services team on 03456005925. If you are over 70, a carer or are self-isolating you can call our dedicated Customer Support team on 0345 6460319. Both lines are open Monday-Friday 9.00am-5.00pm (excluding Bank holidays). Please note that we are experiencing extremely high call volumes so you may have to wait longer than usual to speak to us. Alternatively, you can use Post Offices® throughout the UK for everyday banking transactions.
Remember you can also:
- Use your debit or credit Card – to pay for goods and services Online or withdrawing cash from our cash machines.
IMPORTANT - Never give your card details or PIN number to anyone else. You can always contact us and we can provide guidance and support on how you can access your money.
I have seen on the news that financial scams are on the increase at the minute. If I receive a call from the bank how will I know it is genuine?
Fraudsters are using the publicity around the Coronavirus to pose as genuine organisations, including bank staff, government and/or health service officials. They are claiming to help keep your money safe, or to offer investment and / or medical advice at a cost.
Remember: AIB or other organisations, such as law enforcement agencies, will NEVER ask you to transfer money, move it to a safe account, nor ask you to disclose your security credentials, personal or financial information by phone, email or text message.
For more information visit https://aibni.co.uk/security-centre
I have never used Online Banking before can I get support over the phone?
To get started has never been easier. You can register now and start to use the service within a few minutes.
Simply call Phoneline Banking on 0345 793 0000, press hash (#) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 9am and 5pm Monday to Friday (excluding UK Bank Holidays) and will register you and activate the service for you while you are on the phone.
They will also talk you through how to use the service and order you a card reader if you plan to complete transactions or services that require these.
I paid for my upcoming travel arrangements by debit/credit card and these have now been cancelled due to COVID 19, how do I get a refund?
If you have paid using an AIB (NI) Credit or Debit card please contact us on +44 28 9024 1822.
I am experiencing long telephone queues, is there another method that I can use to contact you?
If you are registered for Online Banking you can use the secure message option once you have successfully signed on. If you are not registered for our Online Banking you can complete the online enquiry form (please note you should not include any confidential information). Our aim is to get back to you within one banking day. #
If you are over 70, a carer or are self-isolating you can call our dedicated Customer Support team on 0345 6460319. Lines are open Monday-Friday 9.00am-5.00pm (excluding Bank holidays).
I have suffered a bereavement, how can I get help from the Bank?
We understand that this is a very difficult time for you. The easiest way to reach us is by phone or email.
We promise that we will do what we can to help make this easier for you. We have a team that are here to support you. They know what to do.
So, if a customer of ours who is your partner, spouse or loved one has died please either:
- Phone us on 0345 646 0320 Monday to Friday (excluding Bank Holidays) 9am to 5pm. Call charges may vary, please refer to your service provider;
- Email us at firstname.lastname@example.org: if you choose to email us please tell us who has died and how to contact you. We will phone you to talk about the other information we might need.
Below you will find contact details including links to a range of Government, voluntary and community sector organisations who can provide direct services or care and support.
Useful links to external organisations
Support they provide
Money Advice Service Free impartial money advice (set up by the government) 0800 138 7777 www.moneyadviceservice.org.uk Citizens Advice Bureau Offers free confidential advice (online, over the phone or face to face) on a range of issues including debt advice, family and legal matters and consumer disputes 03444 111 444 www.citizensadvice.org.uk Health & Social Care NI Provides health care and social care services in Northern Ireland 028 9056 5656 http://online.hscni.net/ Department of Health and Social Services Support ministers leading the nation’s health and social care to help people live more independent, healthier lives for longer www.gov.uk The Samaritans Provides emotional support to anyone in emotional distress, struggling to cope or at risk of suicide Freephone 116 123 www.samaritans.org Alzheimer’s Society Offers care and support for people living with Dementia and their carers 0300 222 1122 www.alzheimers.org.uk Age NI The leading charity helping everyone make the most of later life. They offer support, 0808 808 7575 www.ageuk.org.uk/northernireland Step Change Debt Charity Provides free debt advice and debt solutions to meet your individual circumstances 0800 138 111 www.stepchange.org Financial Ombudsman Service Resolves disputes, fairly and impartially, between consumers and businesses that provide financial services 0800 7964 1001 www.financial-ombudsman.org.uk National Domestic Violence Provide support and advice to victims of domestic abuse 0808 200 0247 www.nationaldomesticviolencehelpline.org.uk The Men’s Advice Line Offers confidential support and advice to male victims of domestic abuse 0808 801 0327 https://mensadviceline.org.uk/ Hourglass (previously known as Action on Elder Abuse) Works to challenge and prevent abuse of older people 0808 808 8141 www.elderabuse.org.uk Shelter Provide advice and practical assistance to people in housing need 0808 800 444 www.shelter.org.uk COPNI An independent champion for older people working to safeguard and promote their interests 02890 890892 www.copni.org Consumer Council Northern Ireland Provides free independent support for all consumers, both personal and business, in Northern Ireland. 02890 231600 consumercouncil.org.uk