Payment Protection Insurance (PPI)

PPI Complaints and Enquiries

We have now completed all PPI complaints and enquiries received prior to 29 August 2019. You can still make a complaint or an enquiry but, as the deadline date has passed, unless there are exceptional circumstances (see below) we will not investigate and will respond to confirm that you are out of time.

 

Exceptional Circumstances

However if you have failed to submit a complaint to AIB (NI) First Trust Bank before within the deadline due to exceptional circumstances only, you can contact us on our dedicated telephone on 0345 450 7935*, write to us at the address below or email us on custcare.ppi@aib.ie giving us the information.

 

*Lines open 9am-5pm Monday-Friday except bank holidays. Call charges may vary – refer to your service provider. If we are unable to take the call you can leave a message and we will respond within 48 hours.

 
PPI Team
AIB (NI), previously know as First Trust Bank
92 Ann Street
Belfast
BT1 3HH


Information we require

We will ask you to explain clearly with reasonable supporting evidence the circumstances that have caused you to complain after the deadline and why you consider those circumstances to be exceptional. We will review this information and respond to you.

 

 

Financial Ombudsman Service (FOS)

If you have received our final response to a complaint and you are not happy, you can complain to the FOS. You’ll need to submit your complaint within six months of the date of our final response letter. In general FOS will only look at complaints outside of six months where there are exceptional circumstances.

 

If you have already submitted your complaint to FOS you should continue to make contact with them if they haven’t provided an update to you.

 

Telephone - 0800 023 4567 (for calls from outside the UK +44 20 7964 0500)

Internet - www.financial-ombudsman.org.uk

Email - complaint.info@financial-ombudsman.org.uk

Frequently Asked Questions

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    I have received an offer in the past which I did not accept or I have not cashed my cheque?

    If you have not accepted an offer we have made to you in the past but now wish to do so we will consider this in light of your circumstances and the reasons for the delay.

     

    If you have mislaid your cheque or your cheque is out of date we will reissue another one for you. You can write to us at the address PPI Team, AIB (NI), 92 Ann Street, Belfast, BT1 3HH.

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    Who to contact if you have any questions?

    You can contact us on our dedicated telephone on 0345 450 7935* or write to us at the address above or, email us on custcare.ppi@aib.ie . If we are unable to take the call you can leave a message and we will respond within 48 hours.

     

    *Lines open 9am-5pm Monday-Friday except bank holidays. Call charges may vary – refer to your service provider. If we are unable to take the call you can leave a message and we will respond within 48 hours.

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    I received a letter saying my complaint has been closed as No PPI policy was found but I have since discovered PPI was included.

    Send us the details including copies of evidence and we will review your complaint only if you can show there was a PPI policy in place and complete a full investigation using the evidence provided. 

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    I want to claim tax back from my payment?

    You may be able to claim back the tax from the payment that you received. You will need to contact HMRC. Proof of the tax retained is contained in our payment of redress.

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