It's your Mortgage Day!
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.
Complaints and Resolutions Manager
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.
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 us 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
Tel: (01) 567 7000
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,
London E14 9SR
00 44 207 964 0500
Further details may be obtained from the Financial Ombudsman Service Website.