Information about current account services
The Financial Conduct Authority requires us to publish the following information about our personal current accounts:
Information about current account services
How and when you can contact us to ask about the following things:
We will be here to help you Monday – Sunday 9am – 5pm.
24 hour help? |
Telephone *1 |
Internet banking |
Mobile banking *1 |
|
contact details |
No |
0345 793 0000 *2 |
Not possible |
You can log into your mobile banking app. and choose the 'service menu', 'contact us'. You can then select the type of query you wish to have answered. Depending on which option you select your mobile will call the relevant number. *2 |
checking the balance and accessing a transaction history |
No |
9am – 5pm Mon-Sun (excluding bank holidays)^ |
Not possible |
9am - 5pm Mon - Sun (excluding bank holidays) |
sending money within the UK, including setting up a standing order |
No |
9am – 5pm Mon-Sun (excluding bank holidays) ^ |
Not possible |
9am – 5pm Mon – Sun(excluding bank holidays) |
sending money outside the UK |
No |
9am – 5pm Mon-Sun (excluding bank holidays) ^ |
Not possible |
9am – 5 pm Mon – Sun (excluding bank holidays) |
paying in a cheque |
No |
9am – 5pm Mon-Sun (excluding bank holidays)^ |
Not possible |
9am - 5pm Mon – Sun (excluding bank holidays) |
cancelling a cheque |
No |
9am – 5 pm Mon-Sun (excluding bank holidays) ^ |
Not possible |
9am - 5pm Mon-Sun (excluding bank holidays) |
cash withdrawal in a foreign currency outside the UK |
No |
9am – 5 pm Mon-Sun (excluding bank holidays) ^ |
Not possible |
9am – 5pm Mon-Sun (excluding bank holidays) |
a lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due |
No |
9am – 5pm Mon-Sun (excluding bank holidays) ^ | Not possible |
9am – 5pm Mon-Sun (excluding bank holidays) |
a direct debit, or allowing someone to collect one or more payments from your account using your debit card number |
No |
9am – 5pm Mon-Sun (excluding bank holidays) ^ |
Not possible |
9am – 5pm Mon-Sun (excluding bank holidays) |
third party access to an account, for example under a power of attorney |
No |
9am – 5pm Mon-Sun (excluding bank holidays) ^ |
Not possible |
9am – 5pm Mon-Sun (excluding bank holidays) |
problems using internet banking or mobile banking |
No |
9am – 5pm Mon-Sun (excluding bank holidays) ^ |
Not possible |
9am – 5pm Mon-Sun (excluding bank holidays) |
| reporting a suspected fraudulent incident or transaction | Yes | 24 hours / 7 days a week contact via: 028 9024 1822 |
Not possible | 9am – 5pm Mon-Sun (excluding bank holidays) |
| progress following an account suspension or card cancellation, e.g. following a fraud incident | Yes | 24 hours / 7 days a week contact via: 028 9024 1822 | Not possible | 9am – 5pm Mon-Sun (excluding bank holidays) |
| account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available | No |
9am – 5pm Mon-Sun (excluding bank holidays) ^ | Not possible | 9am – 5pm Mon-Sun (excluding bank holidays) |
* 1 - The above listed availability indicates times when you can talk to a suitably experienced member of staff and does not include interaction with automated responses or referral to FAQs
* 2 - Call charges may vary - refer to your service provider
^ Telephone support for non-customers and for customers who are not registered for Online Services is available 9am to 5pm, Monday to Sunday.
How and when you can use your bank account to do the following things:
Telephone banking *1 |
Internet banking *1 |
Mobile banking *1 |
|
| checking the balance | 24 hours / 7 days | 24 hours / 7 days | 24 hours / 7 days |
| accessing a transaction history |
24 hours / 7 days *2 | 24 hours / 7 days *2 | 24 hours / 7 days *2 |
| sending money within the UK | 9am – 5pm Mon-Sun (excluding bank holidays) *4 | 24 hours / 7 days *4 | 24 hours / 7 days |
| setting up a standing order | 9am – 5pm Mon-Sun (excluding bank holidays)*3 | 24 hours / 7 days | Not possible *3 |
| sending money outside the UK |
Not possible | Not possible | Not possible |
| paying in a cheque | Not possible | Not possible | Not possible |
| cancelling a cheque | 9am – 5pm Mon-Sun (excluding bank holidays) | Not possible | Not possible |
* 1 - Please note, Online Services may be unavailable between 3:00am and 7:00am daily due to essential maintenance.
* 2 - You will be able to hear up to 88 transactions via Phoneline Banking. You will be able to view up to 100 transaction lines via Online and Mobile Banking and up to 7 years Statements.
* 3 - You will be able to set up a new Standing Order through Phoneline Banking by speaking to a Customer Service Adviser between 9am – 5pm Mon-Sun (excluding bank holidays) or through Online Banking. You will require a Card Reader to set up a new Standing Order.
* 4 - You will be able to send payments to existing payees on Phoneline Banking. You will only be able to send a payment to a brand new payee by firstly adding the payee on Online Banking (Card Reader required)
Operational and security incidents
Information about operational and security incidents
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
In the 3 months between 1 July 2023 and 30 September 2023 |
In the 12 months between 1 October 2022 and 30 September 2023 |
|
| Total number of incidents reported | 0 | 0 |
| Incidents affecting telephone banking | 0 | 0 |
| Incidents affecting mobile banking | 0 | 0 |
| Incidents affecting internet banking | 0 | 0 |
Complaints
Complaints Data
| Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. The most recent summary is available https://aibni.co.uk/help-and-guidance/customer-complaints-homepage/complaint-reporting-statistics . |
| The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/. |
Pricing Information about personal current account overdrafts
Product |
Range of annual interest rate (s) payable for arranged overdrafts on (30 September 2023) |
Range of annual interest rate (s) payable for unarranged overdrafts on (30 September 2023) |
Refused payment fee on (30 September 2023) |
| AIB NI Classic Overdraft | 19.75% | 0.00% | £5.00 |
How do our overdrafts compare?
A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.
Information about overdraft pricing in the 3 months between 1 July 2023 and 30 September 2023
Product |
[Range] of Advertised APR(s) during the quarter |
| AIB NI Classic Overdraft | 17.81% |
Explanatory Notes:
- The range in Advertised APRs reflects the increase of the interest rate from 19.50% to 19.75% on 3 August 2023 and includes the interest free buffer for this product of £200
Account opening information
Opening a current account with us, and how quickly we provide you with the information and services required to operate the account
Opening a current account with us |
| Click here to find out how you can open an account, and what information and documents you need to give us to open an account. |
How quickly do we open personal current accounts? |
We give customers an account number and enable them to start paying into the account:
These figures are based on the time taken from our receiving all the information and documents we ask for, in a case where we don’t need any further information or documents to open the account. |
How quickly do we give customers a debit card? |
Once an account is open, we give customers a debit card:
|
How quickly do customers get internet banking? |
Once an account is open, customers have internet banking:
|
How quickly is an overdraft available?*1 |
Once an account is open, the overdraft is available:
|
Notes:
*1 - AIB (NI) support personal customers, offering a range of products to meet their needs. During the quarter, none of our personal customers who were in scope requested an Overdraft as part of the account opening process. We are therefore unable to display any timescales for this section on this occasion.
Replacing a debit card
Time taken to replace a lost, stolen and stopped debit card
How quickly do we replace debit cards which have been lost, stolen and stopped? *1 |
We replace debit cards:
|
Notes:
* 1 - The above time taken is up to when the replacement debit card has been issued, and may include time taken by customers to contact the firm after their card has been stopped.
Information about how to open a current account
How you can open an account, and what information and documents you need to give us to open an account
To open any of our Personal Accounts, a new customer will need to provide us with the documents and information set out in the following document https://aibni.co.uk/verification-of-identification. We may request additional information or documents in individual cases. |
|
You can open an account: |
|
|
No |
|
In most cases |
|
No |
|
No |
Independent Service Quality Survey Results
The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here, and for business current accounts here.
Supporting the needs of all our customers
Information on the key ways we support the needs of all personal current account customers can be found here.
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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.