As our customer, we value the relationship that we have with you. Your experience with us should always be what you expect. Yet sometimes what you expect and what you receive can be different.

 

When things go wrong as they sometimes 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 to give us your feedback - Complaints, Compliments or Suggestions

 

 

  • Telephone


- AIB Phone & Internet Banking at 0818 724 724 or +353 1 771 24 24 (from outside the Republic of Ireland).

 

- iBB please contact 0818 72 00 00 or +353 1 641 48 89 (from outside the Republic of Ireland).

 

- AIB Customer Care at (01) 6414444

 

- You can also use your usual number for contacting your branch or use our branch locator to find the number.

 

  • Write - address your letter to your local branch manager or relationship manager.  Alternatively you can write to our Customer Care Team, Group Marketing, Block L3, AIB Bankcentre, Ballsbridge, Dublin 4

 
  • Visit a branch and speak to any one of our staff. Use our branch locator to find your nearest branch.

 
  • If you have a general query please select one of the following options:

 

Personal Customers:

For Service related queries please visit our Help Centre

If your query relates to a particular product please use our Product Finder option

 

Business Customers:

For Service related queries please visit our Help Centre

If your query relates to a particular product please visit our Products Page

 

Or you can contact our team on Twitter

Our Response to you

The more information you can give us, the sooner we can look into exactly what happened. If it's straightforward, we will try and resolve it for you today.

 

If your complaint is more detailed it may take us a little longer to resolve it.

 

In these cases, we will write to you within five 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 write to 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

Under European Union rules, as we provide 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.

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