Existing Customer Hub
Important Customer Notice
KBC Bank Ireland would like to draw your attention to some important information.
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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.
If you would like to make a complaint about an action or omission of KBC or a KBC Current Account, please click here.
If you would like to make a complaint about the transfer of your account to Bank of Ireland, please click here.
If you would like to make a complaint about the recent loan transfer to Pepper, please click here.
Regulatory Requirements and Escalation Options
The Consumer Protection Code requires regulated entities to attempt to investigate and resolve a complaint within 40 business days of receipt. 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.
The Payment Services Regulations require regulated entities to attempt to resolve a complaint within 15 days, and in only exceptional circumstances this may be extended to 35 days.
KBC Bank Ireland Complaints Procedure complies with the Consumer Protection Code and with the Payment Services Regulations.
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 and Pensions Ombudsman
Lincoln House,
Lincoln Place,
Dublin 2,
D02 VH29.
Tel: (01) 567 7000
Email: info@fspo.ie
Website: www.fspo.ie
Information on how to make a Complaint to the FSPO can be found by clicking on the link - Consumer information | Financial Services and Pensions Ombudsman's Bureau of Ireland (fspo.ie)
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.
I want to make a complaint about an act or error of KBC or a KBC Current Account
If you would like to make a complaint about actions or errors of KBC prior to the legal transfer of your account, or a KBC Current Account please get in touch so that your complaint can be dealt with as soon as possible.
You can contact us by email at complaintsteam@kbc.ie phone on 01-6646000 or outline the nature of your complaint to us in writing, addressing it to:
Complaints and Resolutions Team
KBC Bank Ireland
Sandwith Street
Dublin 2
The complaint will be fully investigated 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 regular written updates will be provided to you.
I want to make a complaint about my Account which has transferred to Bank of Ireland.
If you would like to make a complaint in relation to your account which has transferred to Bank of Ireland please get in touch so that your complaint can be dealt with as soon as possible.
Please read the following options carefully in order that you can direct your complaint to the correct entity, and receive the most speedy response.
Option 1
If your complaint relates exclusively to actions or errors of Bank of Ireland or relates to actions or errors of both KBCI and Bank of Ireland, you should contact Bank of Ireland.
In person
Visit a Bank of Ireland Branch and speak to the Customer Service Manager or any other member of staff.
Over the Phone
Contact the Bank of Ireland on 0818 200 365 or +353 1 404 4000 from outside ROI.
In Writing
Write to the Bank of Ireland Customer Complaints team at:
Bank of Ireland, Group Customer Complaints
Floor 1, Newlands Cross Business Centre
Clondalkin
Co. Dublin
D22 W324
Online
Use the ROI digital form to log a complaint for a BOI Republic of Ireland account, product or service
Option 2
If your complaint relates exclusively to actions or errors of KBCI prior to the legal transfer of your account, you should contact the KBCI Complaints department.
You can contact us by email at complaintsteam@kbc.ie
By phone on 01-6646000 or
outline the nature of your complaint to us in writing, addressing it to:
Complaints and Resolutions Team
KBC Bank Ireland
Sandwith Street
Dublin 2
Please read the following options carefully in order that you can direct your complaint to the correct entity, and receive the most speedy response.
Option 1
If your complaint relates exclusively to actions or errors of Bank of Ireland or relates to actions or errors of both KBCI and Bank of Ireland, you should contact Bank of Ireland.
In person
Visit a Bank of Ireland Branch and speak to the Customer Service Manager or any other member of staff.
Over the Phone
Contact the Bank of Ireland on 0818 200 365 or +353 1 404 4000 from outside ROI.
In Writing
Write to the Bank of Ireland Customer Complaints team at:
Bank of Ireland, Group Customer Complaints
Floor 1, Newlands Cross Business Centre
Clondalkin
Co. Dublin
D22 W324
Online
Use the ROI digital form to log a complaint for a BOI Republic of Ireland account, product or service
Option 2
If your complaint relates exclusively to actions or errors of KBCI prior to the legal transfer of your account, you should contact the KBCI Complaints department.
You can contact us by email at complaintsteam@kbc.ie
By phone on 01-6646000 or
outline the nature of your complaint to us in writing, addressing it to:
Complaints and Resolutions Team
KBC Bank Ireland
Sandwith Street
Dublin 2
I want to make a complaint about my Mortgage which has transferred to Pepper.
If you would like to make a complaint in relation to your mortgage which has transferred to Pepper please get in touch so that your complaint can be dealt with as soon as possible.
Please read the following options carefully in order that you can direct your complaint to the correct entity, and receive the most speedy response.
Option 1
If your complaint relates to exclusively to actions or errors of Pepper or relates to actions or errors of both KBCI and Pepper, you should contact the Pepper Complaints department.
You can contact Pepper by telephone on 0818 818 181 or write to Pepper at:
Complaints Department,
Pepper Asset Servicing,
PO Box 687,
Shannon,
Co. Clare.
Option 2
If your complaint relates exclusively to actions or errors of KBCI prior to the transfer of your loan, you should contact the KBCI Complaints department.
You can contact us by email at complaintsteam@kbc.ie 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
Please read the following options carefully in order that you can direct your complaint to the correct entity, and receive the most speedy response.
Option 1
If your complaint relates to exclusively to actions or errors of Pepper or relates to actions or errors of both KBCI and Pepper, you should contact the Pepper Complaints department.
You can contact Pepper by telephone on 0818 818 181 or write to Pepper at:
Complaints Department,
Pepper Asset Servicing,
PO Box 687,
Shannon,
Co. Clare.
Option 2
If your complaint relates exclusively to actions or errors of KBCI prior to the transfer of your loan, you should contact the KBCI Complaints department.
You can contact us by email at complaintsteam@kbc.ie 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
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