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 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

 

- Alternatively you may 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 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 Ombudsman in this letter.  Information is also available on the Financial Services Ombudsman’s website at:  www.financialombudsman.ie

 

You must go through our internal complaints procedure before you contact the Financial Services Ombudsman.  The Financial Services Ombudsman 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 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 Ombudsman (FSO), therefore you may prefer to contact us or the FSO directly in the first instance regarding your complaint.

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