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:

	24 hour help?	*Telephone _1**	Internet banking	*Mobile banking _1**
contact details	No	0345 793 0000 _*2	Not possible _*3	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	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
sending money within the UK, including setting up a standing order	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
sending money outside the UK	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
paying in a cheque	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
cancelling a cheque	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
cash withdrawal in a foreign currency outside the UK	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
a lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
a direct debit, or allowing someone to collect one or more payments from your account using your debit card number	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
third party access to an account, for example under a power of attorney	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun
problems using internet banking or mobile banking	No	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8 am - 12 am (midnight) Mon-Sun
reporting a suspected fraudulent incident or transaction	Yes	24 hours / 7 days a week contact via: 028 9024 1822	Not possible _*3	8am - 12am (midnight) Mon-Sun
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 _*3	8am - 12am (midnight) Mon-Sun
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	8am - 12am (midnight) Mon-Sun ^{^}	Not possible _*3	8am - 12am (midnight) Mon-Sun

Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.

_{* 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}

_{* 3 - You can also communicate with us through our ‘My Messages’ option within Online Banking. We will respond to your message between 9am and 5pm, Monday to Friday (excluding bank holidays).}

_{^ Telephone support for non-customers and for customers who are not registered for Online Services is available 9am to 5pm, Monday to Friday.}

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	8am - 12am (midnight) Mon-Sun _*4	24 hours / 7 days _*4	24 hours / 7 days
setting up a standing order	8am - 12am (midnight) Mon-Sun _*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	8am - 12am (midnight) Mon-Sun	Not possible	Not possible

Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

_{* 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 8am and 12am (Midnight) Mon – Sun 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 either Online Banking (Card Reader required) or by completing the Phoneline Banking Services form with the payee details}

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 January 2020 and 31 March 2020	In the 12 months between 1 April 2019 and 31 March 2020
Total number of incidents reported	1	3
Incidents affecting telephone banking	0	0
Incidents affecting mobile banking	0	0
Incidents affecting internet banking	0	1

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/.

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:

the same day, for 86% of customers;
on average, in 1 day; and
within 13 days for 99% of customers.

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:

the same day, for 0% of customers;
on average, in 7 days; and
within 12 days for 99% of customers.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

the same day, for 0% of customers;
on average, in 10 days; and
within 83 days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

the same day, for N/A of customers;
on average, in N/A days; and
within N/A days for 99% of customers.

Note:

_{*1 – Allied Irish Bank (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:

the same day, for 0% of customers;
on average, in 5 days; and
within 26 days for 99% of customers

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:
without visiting a branch	No
where a visit to a branch is required, without an appointment	In some cases
by sending us documents and information electronically	No
by post	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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Information about current account services

The Financial Conduct Authority requires us to publish the following information about our personal current accounts: