Complaints Data for AIB Group (UK) p.l.c


AIB Group (UK) p.l.c. trading as Allied Irish Bank (GB), Allied Irish Bank (GB) Savings Direct in Great Britain and First Trust Bank in Northern Ireland 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 visit the FOS complaints data by clicking here.


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 July 2018 – 31 December 2018
Brands/ trading names covered: Allied Irish Bank (GB), Allied Irish Bank (GB) Savings Direct in Great Britain and 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 1.29 complaints per 1,000 accounts 854 825 35% 65% 46% Other General Admin/ Customer Service and Disputes over sums/ charges
Home finance 0.56 complaints per 1,000 balances outstanding 25 22 18% 82% 41% Delays and timescales and Other General Admin/Customer service
*Insurance and pure protection 8.65 complaints per 1,000 policies 1253 1313 0% 100% 32% Unsuitable advice
Decumulation and pensions N/A 0 0 0% 0% 0% N/A
**Investments 2.91 Complaints per 1000 sales or equivalent transactions 8 7 0% 100% 29% Unsuitable advice
Credit related N/A 43 41 N/A N/A 32% N/A
* The number of complaints per 1000 policies is based upon the estimated number of payment protection policies sold since it was first introduced. 99% of the complaints open under Insurance and pure protection relate to Payment Protection Insurance. ** The number of policies in force prior to the investment business sold in 2016.

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.