Our Customer Charter Commitments shown below, set-out in clear and simple terms how we aim to meet your needs as a valued customer and provide the experiences you expect from AIB.

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Supporting You

We will enhance experiences and provide well informed and timely decisions.

 We commit that when you need us, you will always find the support you need.

 For example, if you apply for an online personal loan between €1,000 and €30,000 (ROI only, equivalent levels applicable from AIB (NI) in Northern Ireland), we’ll usually give you a decision within 3 hours,1, 2 ; or if you are applying for an online business loan up to €60,000 (ROI only) or seeking approval in principle for a mortgage (ROI only), we'll usually give you a decision within 48 hours 3,4

Serving You

We will make banking with us as accessible as possible.

 You can call us from 9:00 to 17:00 Monday to Friday (excluding Bank Holidays) or visit one of more than 170 branches5 in Republic of Ireland and 7 AIB (NI) branches5 in Northern Ireland between 10:00 and 16:00 Monday to Friday (excluding Bank Holidays) (please check your local branch for opening hours as some close for lunch, some open earlier and for longer). You can also bank whenever and wherever it suits you through our Online Banking and AIB Mobile App.

 We continue to invest in our digital, branches and direct channels, technology simplification and security to make banking easier for you

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woman smiling on phone while sitting at laptop

Protecting You

In your everyday banking, we will protect your money, your information and your privacy, and be there with additional support.

 To help protect our customers from fraud, we have systems which monitor all card transactions and outgoing digital payments against a set of fraud rules.

 If you notice a transaction on your Credit or Debit card that does not look right, you can contact us 24/7.

Sustainable Communities

We will support sustainable economic, social and environmental development across communities.

 We provide direct financial support to local communities and charities with over €10.7 Million provided in 2022.

 We are supporting the transition to Green with €3.3 Billion in Green lending provided in 2022.

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Important Information

 

AIB Customers 

Personal Loans:

Lending criteria, terms and conditions apply. Personal loans are only available to over 18s. Subject to approval. Security may be required.

1 The three-hour decision applies to fully completed, new online personal loan applications processed within three hours between 9:00 and 17:00, Monday to Friday  excluding bank holidays. It applies to loans from €1,000- €30,000 and one to five year terms. It excludes applications to restructure or clear existing AIB credit facilities; applications to lender review; applications from customers in financial difficulty; applications for student loans; applications through business centres; or where total borrowings exceed €100,000 (excluding home loan debt up to €600,000).

WARNING: If you do not meet the repayments on your loan, your account will go into arrears. This may affect your credit rating, which may limit your ability to access credit, a hire- purchase agreement, a consumer-hire agreement or a BNPL agreement in the future.

 

Mortgages:

Allied Irish Banks, p.l.c. is an authorised agent and servicer of AIB Mortgage Bank in relation to the organisation and servicing of mortgage loans and mortgages. Allied Irish Banks, p.l.c. and AIB Mortgage Bank are regulated by the Central Bank of Ireland.

4The 48 hour turnaround (2 working days, Monday to Friday, excluding bank holidays) applies to the majority of applications which are completed in full with all supporting documents fully up to date and on file

WARNING: If you do not keep up your repayments you may lose your home.
WARNING: You may have to pay charges if you pay off a fixed-rate loan early.
WARNING: The cost of your monthly repayments may increase.
WARNING: If you do not meet the repayments on your loan, your account will go into arrears. This may affect your credit rating, which may limit your ability to access credit, a hire- purchase agreement, a consumer-hire agreement or a BNPL agreement in the future.

 

Business Loans:

Lending criteria, terms and conditions apply. Credit facilities are subject to repayment capacity and financial status and are not available to persons under 18 years of age. Security may be required. Under some of these arrangements you may end up paying more for longer.

3 The 48 hours decision applies to a minimum of 77% of new online business loan applications fully completed and in receipt of all required information, processed between 9:00 and 17:00, Monday to Friday excluding bank holidays. If you have previously been through a restructure, please talk to us in more detail so we can advise the best solution for you.

WARNING: You may have to pay charges if you repay early, in full or in part, a fixed rate credit facility.

However AIB will not apply charges if you repay this €0 to €60k SME Fixed Loan early.

WARNING: The cost of your repayments may increase.

 

AIB (NI) Customers

You must be over 18 and a resident in the UK to apply for a personal loan. Lending criteria and terms & conditions apply.

2 While we aim to provide you with a decision within three business hours for fully completed personal loan applications by existing AIB (NI) customers applying online, Monday - Friday 09:00 - 17:00 excluding bank holidays, this period may be extended for technical or other legitimate reasons.

5 Please note that only customers of AIB can use Republic of Ireland branches whilst only AIB (NI) customers use AIB (NI) branches in Northern Ireland.

AIB (NI) is a trade mark of AIB Group (UK) p.l.c. (a wholly owned subsidiary of Allied Irish Banks, 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.