How to make a Complaint

Sometimes things go wrong

If our products or services don’t live up to your expectations, you can make a complaint.

When we get a complaint from you, we will listen to you and do our best to solve your issue quickly and fairly. While we do this, we will keep you updated.

How to make a complaint

There are a few ways that you can make your complaint:

→Use our online Complaint Form

→Visit, call or write to your local branch

→Call or write to the business area you’ve been dealing with

→Write to our Head Office: Complaints Team, 10 Molesworth Street, Dublin 2, D02 R126

Phone:     

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

• iBusiness Banking (IBB) contact 0818 72 00 00 or +353 1 641 48 89 (from outside the Republic of Ireland)

• For further details, please see our Contact us page
  
  

What happends next?

We’ll try to resolve your complaint as quickly as possible. If we’re unable to immediately solve your issue, a member of our Customer Care team will contact you within five working days. This staff member will then be your dedicated complaint contact within AIB.

Sometimes we’ll need more time to investigate your complaint; in that case we’ll provide you with regular updates to keep you informed.

If we resolve your complaint within 5 working days but you’re not happy with the outcome, we’ll send you a final response letter which outlines our decision.

If we’re unable to resolve your complaint within 5 working days, we’ll keep you updated and send you a final response letter when the complaint is resolved. 

Here you can read more about our Complaints Process

If you are not happy with our final response

You can refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) which is an independent body. The FSPO will ask you to raise your complaint with us first, before you go to them, and will ask to see a copy of our final response letter to you. 

You can email the FSPO at info@fspo.ie or telephone it on 01 567 7000.

Information about the FSPO is also available from the FSPO website.

You can read our Making a Complaint Brochure here from March 24th