Complaints Data for AIB Group (UK) p.l.c

H2 2023 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.
Group: N/A
Other firms included in this return (if any): None
Period covered in this return: 1 July 2023 – 31 December 2023 
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 1.27 complaints per 1000 accounts 682 689 35% 65% 55%
Disputes over sums/charges
Other General Admin/ Customer Service
Product Performance/Features
Home finance 2.18 complaints per 1000 balances outstanding 25 23 13% 87% 65%

Other General Admin/ Customer Service

Delays/ Timescales

Disputes Over Sums/Charges

*Insurance and pure protection 0.01 complaints per 1000 policies 1 1 0% 100% 100% Unsuitable advice
Decumulation and pensions N/A 0 0 0% 0% 0% N/A
**Investments 0.73 complaints per 1000 sales or equivalent transactions  2 2 50% 50% 50%

Unsuitable Advice

Other General Admin/Customer Service

Credit related N/A 23 23 N/A N/A 52% N/A


* The number of complaints per 1,000 policies is based upon the estimated number of payment protection policies sold since it was first introduced. 67% 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.