Complaints Data for AIB Group (UK) p.l.c
H1 2025 Publication of Complaints
AIB Group (UK) p.l.c. trading as AIB (NI), previously known as First Trust Bank in Northern Ireland, Allied Irish Bank (GB) and Allied Irish Bank (GB) Savings Direct in Great Britain, is committed to openness and transparency in our communications with customers and to meeting the standards of our industry regulator, the Financial Conduct Authority (FCA).
That's why, in accordance with the FCA requirements, we publish complaints data every six months. The Financial Ombudsman Service (FOS) also publishes complaints data from other financial businesses. The figures will help people to see how individual financial businesses handled their customer complaints.
You can view FOS complaints data, however, its most recent publication does not contain any data relating to us.
Firm name: AIB Group (UK) p.l.c.
Group: N/A
Other firms included in this return (if any): None
Period covered in this return: 1 January 2025 – 30 June 2025
Brands/ trading names covered: Allied Irish Bank (GB), Allied Irish Bank (GB) Savings Direct and AIB (NI) previously known as First Trust Bank
| Number of complaints opened by volume of business | |||||||
| Product / service grouping | Provision (at reporting period end date) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
| Banking and credit cards | 0.81 complaints per 1,000 accounts | 427 | 419 | 22.2% | 78% | 55% | Other General Admin/ Customer Service Disputes over sums/charges Delays/Timescales |
| Home finance | 1.64 complaints per 1,000 balances outstanding | 18 | 19 | 26% | 74% | 47% | Other General Admin/ Customer Service Delays/ Timescales Arrears Related |
| *Insurance and pure protection | 0.01 complaints per 1,000 policies | 1 | 1 | 0% | 100% | 0% | Errors/Not Following Inst |
| Decumulation and pensions | N/A | 0 | 0 | 0% | 0% | 0% | N/A |
| Investments | 0.36 | 1 | 1 | 0% | 100% | 0% | Unsuitable Advice |
| Credit related | N/A | 8 | 8 | N/A | N/A | 13% | N/A |
*The number of complaints per 1,000 policies is based upon the estimated number of payment protection policies sold since it was first introduced.
The table above is set out according to FCA guidelines for financial institutions. To help you understand these we have commented on the main categories. See the FCA Product Categories for Complaints Publishing for detail of all complaint categories.
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AIB Group (UK) p.l.c. is covered by the Financial Services Compensation Scheme and the Financial Ombudsman Service.
The AIB logo, Allied Irish Bank (GB) and Allied Irish Bank (GB) Savings Direct are trade marks used under licence by AIB Group (UK) 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.