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 09:00 – 17:00.
24 hour help? |
Telephone *1 |
Internet banking |
Mobile banking *1 |
|
contact details |
No |
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 |
09:00 – 17:00, Mon-Sun (including bank holidays)^ |
Not possible |
09:00 – 17:00, Mon - Sun (including bank holidays) |
sending money within the UK, including setting up a standing order |
No |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon – Sun (including bank holidays) |
sending money outside the UK |
No |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon – Sun (including bank holidays) |
paying in a cheque |
No |
09:00 – 17:00, Mon-Sun (including bank holidays)^ |
Not possible |
09:00 – 17:00, Mon – Sun (including bank holidays) |
cancelling a cheque |
No |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon-Sun (including bank holidays) |
cash withdrawal in a foreign currency outside the UK |
No |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon-Sun (including bank holidays) |
a lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due |
No |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon-Sun (including bank holidays) |
a direct debit, or allowing someone to collect one or more payments from your account using your debit card number |
No |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon-Sun (including bank holidays) |
third party access to an account, for example under a power of attorney |
No |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon-Sun (including bank holidays) |
problems using internet banking or mobile banking |
No |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon-Sun (including bank holidays) |
reporting a suspected fraudulent incident or transaction |
Yes |
24 hours / 7 days a week |
Not possible |
09:00 – 17:00, Mon-Sun (including 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: 0800 0391140 | Not possible |
09:00 – 17:00, Mon-Sun (including 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 |
09:00 – 17:00, Mon-Sun (including bank holidays) ^ |
Not possible |
09:00 – 17:00, Mon-Sun (including 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 09:00 – 17:00, 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 | 24 hours / 7 days *4 | 24 hours / 7 days *4 | 24 hours / 7 days |
| setting up a standing order | 09:00 – 17:00, Mon-Sun (including 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 | 09:00 – 17:00, Mon-Sun (including bank holidays) | Not possible | Not possible |
* 1 - Please note, Online Services may be unavailable between 03:00 and 07:00 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 09:00 – 17:00, Mon-Sun (including 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 January 2025 and 31 March 2025 |
In the 12 months between 1 April 2024 and 31 March 2025 |
|
| Total number of incidents reported | 4 | 5 |
| Incidents affecting telephone banking | 0 | 1 |
| Incidents affecting mobile banking | 2 | 3 |
| Incidents affecting internet banking | 4 | 5 |
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 on the complaint reporting statistics page. |
| The Financial Ombudsman Service publishes its complaints data every six months. Its most recent publication does not contain any data relating to us. |
Pricing Information about personal current account overdrafts
Product |
Range of annual interest rate (s) payable for arranged overdrafts on (31 March 2025) |
Range of annual interest rate (s) payable for unarranged overdrafts on (31 March 2025) |
Refused payment fee on (31 March 2025) |
| AIB NI Classic Overdraft | 19.00% | 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 January 2025 and 31 March 2025
Product |
[Range] of Advertised APR(s) during the quarter |
| AIB NI Classic Overdraft | 17.06% - 17.32% |
Explanatory Notes:
- The range in Advertised APRs reflects the decrease in the interest rate from 19.25% to 19.00% on 06 February 2025 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 verification of identification page. 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 can be found in the independent service quality survey results page for personal accounts,and in the independent service quality survey results page for business accounts.
Supporting the needs of all our customers
Personal current account customers can view our supporting the needs of all our customers page for the key ways of supporting you when you need us.
Before proceeding please take time to read our Site Legal Notice, Privacy and Cookie Statements. By proceeding further you are deemed to have read and accepted these when using our website.
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.