Make a complaint

Complaints Procedure

At KBC Bank Ireland we pride ourselves on our customer service. We are committed to providing a quality and professional service to you as our customer. Providing an efficient and courteous service is central to our ethos as a Bank and we hope that as our customer you have experienced this.

We always welcome your suggestions as to how we can improve our service so that it best meets your needs. Such a dialogue is very informative and useful for us as it helps us to respond to the needs of all of our customers and to improve the service we deliver.

Of course, from time to time in all walks of life things do go wrong. If you are not happy with the service you have received from us please contact us immediately so that we can deal directly with the issue.

You can contact us directly by phone on 01-6646000 or outline the nature of your complaint to us in writing, addressing it to:
 
KBC Bank Ireland
Complaints and Resolutions Manager
Sandwith Street
Dublin 2

The complaint will be fully investigated by us and if it is not resolved to your satisfaction within five business days, a written response will be provided to you. While our investigation of any complaint is ongoing we will provide you with regular written updates.

The Consumer Protection Code requires us to attempt to investigate and resolve a complaint within 40 business days of receipt. However, we generally respond to all complaints within 20 business days.

KBC Bank Ireland Complaints Procedure complies with the Consumer Protection Code. This Code defines a complaint as an expression of grievance or dissatisfaction by a consumer, either verbally or in writing, in connection with:

a. The provision of a product or service to a consumer by a regulated entity, or

b. The failure of a regulated entity to provide a product or service to a consumer.

In the event that you are dissatisfied with the outcome of our investigation of your complaint you are entitled to refer your complaint to:

Republic of Ireland Customers
Financial Services Ombudsman’s Bureau,

3rd Floor Lincoln House, Lincoln Place, Dublin 2.

Lo Call: 1890 882090

Telephone: 01 6620899

E mail: enquiries@financialombudsman.ie

Website: www.financialombudsman.ie

The Financial Services Ombudsman may not investigate a matter which:

  • Is or has been the subject of legal proceedings before a court or tribunal
  • Occurred more than six years before the complaint is made
  • Is within the jurisdiction of the Pensions Ombudsman

KBC Bank Ireland reserves the right to impose similar time restrictions in respect of matters which occurred more than six years before the complaint is made.

Under EU Regulation 524/2013, traders such as KBC Bank Ireland who sell services online are obliged to inform consumers of a EU wide online dispute resolution platform for consumers who wish to resolve out of court disputes which have arisen online. The online dispute resolution platform will be accessible from the 15th February 2016 at http://ec.europa.eu/consumers/odr/

Northern Ireland / United Kingdom Customers
The Financial Ombudsman Service,

Exchange Tower
London E14 9SR
00 44 207 964 0500

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Further details may be obtained from the Financial Ombudsman Service Website.

Click here to download a PDF brochure that outlines our complaints procedure in full.