Making a complaint
Did we get it wrong?
We value our customers and take all customer complaints seriously. When a complaint is received we always aim to investigate it promptly and thoroughly, in order to identify the root cause, prevent any reoccurrence and, wherever possible, resolve the complaint to the customer's satisfaction.
We always apologise for mistakes or instances when customer service did not meet our high standards.
We encourage you to talk to us directly. Making a complaint directly to us is easy.
How and where to make a complaint
- INTERMEDIARIES
- CUSTOMERS
If you are a Mortgage Intermediary and wish to raise a concern around the service provided by AIB (NI), please contact our run-by desk or your Business Development Manager. This will give us the opportunity to resolve any issue as quickly as possible.
You can:
Call our intermediary run-by desk on 028 9047 9100
Complete a website contact form
Email us at broker.mortgages@aib.ie or alternatively,
Contact your Business Development Manager directly
Note: If you wish to send customer data or documentation by email, please send via our encrypted/secure email.
If your customers wish to make a complaint, you'll need to provide us with the following customer details:
name
address
account number (if this applies)
a summary of concerns
if possible, any relevant documentation
You can make a complaint:
by email to broker.mortgages@aib.ie
by post – write to our Mortgage Service and Sales or Customer Care Unit, AIB (NI), PO Box 123, 92 Ann Street, Belfast BT1 3AY
by phone – phone 0345 6005 925†
by calling to your local AIB branch
† Lines open: 9am to 5pm Monday - Friday (except on bank holidays). Calls may be recorded. Call charges may vary - refer to your service provider.
What happens next?
| 1. | We will acknowledge the complaint in writing within 5 working days. |
| 2. | We will investigate the complaint and send a final response letter as soon as possible. We may have to contact you / your customer for further information during the investigation. |
| 3. | If we have not completed the investigation of the complaint within 4 weeks from the date of the complaint, we will write to you / your customer to let you know that we need more time. |
| 4. | If we don’t resolve the complaint within 8 weeks, we will write to you / your customer to explain why we have not been able to issue a final response letter. We will also outline what further action you / your customer can take if you are not satisfied with the progress of the complaint. |
| 5. | Financial Ombudsman ServiceIn the event that your complaint cannot be resolved to your satisfaction you may have the right to refer the matter to the Financial Ombudsman Service. You must refer your complaint to the Financial Ombudsman Service within six months from the date of our final response letter. You can contact them at: Financial Ombudsman Service |
| 6. | Online Dispute Resolution (ODR)If you have a complaint about AIB (NI) we always encourage you to come to us directly as detailed above. However, if you are unable to get your complaint resolved to your satisfaction, then you may be able to submit your complaint through the online dispute resolution platform (“ODR platform”) established by the European Commission. The ODR platform is available for use as of 15 February 2016. It is specifically designed to help customers resident in the European Union who have bought goods or services online from traders established in the European Union. Please note that the ODR procedure will not apply to service contracts concluded offline. You can submit your complaint online through the ODR platform here at http://ec.europa.eu/odr. The platform will then send your complaint to the Financial Ombudsman Service for an independent review within 90 days. You will need:
|
IMPORTANT: This site is solely for the use of FCA authorised mortgage intermediaries registered with AIB (NI). If you're not a mortgage intermediary or professional advisor and would like information about a mortgage please go to our Personal Banking site.
AIB Group (UK) p.l.c. is covered by the Financial Services Compensation Scheme, Financial Ombudsman Service and is a Registered Firm with The Lending Standards Board.
The AIB logo and AIB (NI) are trade marks used under licence by AIB Group (UK) p.l.c. incorporated in Northern Ireland. Registered Office 92 Ann Street, Belfast BT1 3HH. Registered Number NI018800. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.