Making a complaint

At AIB we are committed to delivering a friendly and professional service to you, our customer. We take this commitment very seriously and constantly strive to meet your expectations. As our customer, our service should always be what you expect. Yet sometimes things go wrong. 

 

When they do, tell us and we’ll do our best to fix them for you quickly and fairly. We will listen to you and do our best to solve your issue. You will be treated with respect; you will get updates, answers and decisions from us without delay.


How and where

You can use this form to contact us:
 

  • By post:  AIB Customer Treasury Services, 10 Molesworth Street, Dublin 2

  • By phone: 01- 7724003 - (if your issue is not Treasury related, please click here)


Our Response to you

The more information you can provide us with, the sooner we can resolve matters. If the matter is relatively straightforward, we will try and resolve it for you today.
 

Where a complaint requires a more detailed investigation it may take us a little longer to resolve your complaint.
 

In these cases, we will write to you within 5 working days to let you know what is happening with your complaint and who is responsible for dealing with it.
 

We will give you regular updates until we can provide you with a Final Response Letter. We will include contact details for the Financial Services and Pensions Ombudsman (FSPO) in this letter.  Information about the FSPO is also available from the website at:  www.fspo.ie

The FSPO want you to deal with us first about your complaint before you go to them. The FSPO will ask to see a copy of our final response letter, along with your FSPO Complaint Form.

 

The FSPO will deal independently with a complaint from a personal customer or company with a turnover of less than €3 million.


Online Dispute Resolution (ODR)

Under European Union rules, as AIB provides financial services online we’re obliged to inform you of the European Commission’s Online Dispute Resolution (ODR) platform. The ODR platform is in place to help consumers resolve disputes in relation to products or services purchased online if they remain unhappy with the response they have received from a trader in the EU. To use the ODR platform http://ec.europa.eu/odr you will need the following information: complaints.management@aib.ie. Please note that under current rules your complaint may ultimately be referred to the Financial Services and Pensions Ombudsman (FSPO), therefore you may prefer to contact us or the FSPO directly in the first instance regarding your complaint.