Complaints Data for AIB Group (UK) p.l.c
H2 2020 Publication of Complaints
AIB Group (UK) p.l.c. trading as AIB (NI), previously known as First Trust Bank in Northern Ireland, Allied Irish Bank (GB) and Allied Irish Bank (GB) Savings Direct in Great Britain, is committed to openness and transparency in our communications with customers and to meeting the standards of our industry regulator, the Financial Conduct Authority (FCA).
That's why, in accordance with the FCA requirements, we publish complaints data every six months. The Financial Ombudsman Service (FOS) also publishes complaints data from other financial businesses. The figures will help people to see how individual financial businesses handled their customer complaints.
You can visit the FOS complaints data by clicking here.
Firm name: AIB Group (UK) p.l.c.
Other firms included in this return (if any): None
Period covered in this return: 1 July 2020 – 31 December 2020
Brands/ trading names covered: AIB (NI) which was previously known as First Trust Bank, Allied Irish Bank (GB) and Allied Irish Bank (GB) Savings Direct.
|Number of complaints opened by volume of business|
|Product / service grouping||Provision (at reporting period end date)||Number of complaints opened||Number of complaints closed||Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||Percentage upheld||Main cause of complaints opened|
|Banking and credit cards||1.06 complaints per 1000 accounts||669||688||27%||73%||45%||Other General Admin/ Customer Service and Disputes over sums/ charges
|Home finance||2.83 complaints per 1000 balances outstanding||42||47||32%||68%||51%||Arrears related and Other General Delays/Timescales Other General Admin/ Customer Service|
|*Insurance and pure protection||0.14 complaints per 1000 policies||20||20||0%||100%||30%||Unsuitable advice|
|Decumulation and pensions||N/A||0||1||0%||100%||0%||N/A|
|**Investments||0.36 complaints per 1000 sales or equivalent transactions||1||1||0%||100%||0%||Unsuitable advice
* The number of complaints per 1,000 policies is based upon the estimated number of payment protection policies sold since it was first introduced. 70% of the complaints open under Insurance and pure protection relate to Payment Protection insurance.
** The number of policies in force prior to the investment business sold in 2016.
The table above is set out according to FCA guidelines for financial institutions. To help you understand these we have commented on the main categories. See the FCA Product Categories for Complaints Publishing for detail of all complaint categories.