KBC Bank Ireland would like to draw your attention to some important information - Updated July 2023

Transfer of accounts to Bank of Ireland

On the 3rd February 2023 the Legal Transfer* was completed and legal ownership of KBC mortgages, deposits, credit card and personal loan accounts transferred to Bank of Ireland.

If your account has transferred to Bank of Ireland you will have received communications from Bank of Ireland to support in the day to day servicing of your accounts.
You should now contact Bank of Ireland if you have a query on your account.

You can contact Bank of Ireland’s KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or +353 1 250 0305 (if calling from outside Ireland). Please click here for more information Customer Support - KBC - Bank of Ireland

* The Legal Transfer Date was the date that all rights, title (including title deeds where applicable), security, interest and benefits that KBC holds relating to or associated with customer accounts transferred to Bank of Ireland.   

Current Accounts

KBC Current Accounts are not moving to Bank of Ireland. Formal closure notices have issued to customers from 1st June 2022 on a phased basis. Upon receipt of the closure notices, customers will have 6 months’ to close their account. For more information click here

Transfer of Accounts to Cabot Financial (Ireland) Limited

If you have received a communication to advise that your account is transferring to Cabot you can find more information here.

A message for vulnerable customers

We apologise for any inconvenience this may cause and we are ready to help you. Should you have any queries at this time, please get in touch with us. We have a dedicated Care Team you can call for support. Contact us on 1800 804 472 or by emailing careteam@kbc.ie and our team will be happy to help you with all your banking needs.

Update on Hubs

As of 31st August 2023 and then permanently close from this date.

If you are a Business Banking customer please click here for Business Banking updates.

What do you need to know right now?

What do you need to know? - IMAGE - Main Notice Page


 

My account has transferred to Bank of Ireland

KBC Bank Ireland previously wrote to customers whose accounts are included in the transfer providing notice of the transfer and outlining what this means for their accounts.

On the 03rd February 2023 the Legal Transfer was completed and legal ownership of the accounts transferred to Bank of Ireland. The day-to-day servicing of customers’ accounts has now transferred to Bank of Ireland.

You can contact Bank of Ireland’s KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or +353 1 250 0305 (if calling from outside Ireland).

Please click here for more information Customer Support - KBC - Bank of Ireland

My account is still with KBC

Our customer service team are here to help if you have any questions. We have written to you with further updates and to let you know any actions you may need to take. We will continue to ensure you are provided with plenty of notice of any changes in line with all legal and regulatory protections.

If you have any specific questions, you should contact us on freephone 1800 93 92 44. We understand that some customers may need additional help to understand this information or what the future impact may be to them. You may require this information in a different format or a recent life event has changed your circumstances. If you need extra support our Care Team are here to help on 1800 804 472.

We're here to help...

Frequently Asked Questions

We understand that the phased withdrawal of KBC from the market has brought up many questions for customers. We are continuously reviewing those queries based on customer feedback and will keep kbc.ie up to date with new questions and responses.

We have grouped these frequently asked questions into sections so you can find the information most relevant to you. 

General FAQs

 


For general updates about the announcement check our our general FAQs below.
 

Product FAQs

 


Are you an existing customer and have questions about a specific product you have with us we've put together some FAQs for you.

Customers in financial difficulty FAQs


If you are a customer who is in financial difficulty please check out our FAQs below. 

 

General Queries

  • On the 24th of May 2022 the transaction received approval from the Irish Competition and Consumer Protection Commission (CCPC), and on 01 December 2022, the deal received final approval from the Irish Minister for Finance.

    We previously wrote to customers whose accounts are included in the transfer providing notice of the transfer and outlining what this means for their accounts.

    On the 03rd February 2023 the Legal Transfer was completed and legal ownership of the accounts transferred to Bank of Ireland. The day-to-day servicing of customers’ accounts has now transferred to Bank of Ireland.

    You can contact Bank of Ireland’s KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or +353 1 250 0305 (if calling from outside Ireland). Please click here for more information Customer Support – KBC – Bank of Ireland
     

    My account is still with KBC
    Our customer service team are here to help if you have any questions. We have written to you with further updates and to let you know any actions you may need to take. We will continue to ensure you are provided with plenty of notice of any changes in line with all legal and regulatory protections.

    If you have any specific questions, you should contact us on freephone 1800 93 92 44. We understand that some customers may need additional help to understand this information or what the future impact may be to them. You may require this information in a different format or a recent life event has changed your circumstances. If you need extra support our Care Team are here to help on 1800 804 472.

    On the 29th of April 2022 KBC Bank Ireland announced that it will commence the process of engaging with customers from June 1st regarding the closure of their current accounts. Customers are not required to take any actions until they have been contacted by the bank. Formal closure notices issued from the 1st June 2022. Upon receipt of the closure notices, customers have 6 months’ notice to close their account.

    Transfer of accounts to Cabot Financial (Ireland) Limited

    If you have received a communication to advise that your account is transferring to Cabot you can find more information here.

  • We will keep KBC.ie up to date with information for our customers. You can find contact details here.
  • You can find more information on how to make a complaint here - Make a complaint - KBC

  • Fraudsters may attempt to exploit the situation by claiming to be KBC and that you need to register your details, or re-register your information. If you experience any suspicious activity - text, email or phone calls - please call our customer service team. Be aware of fraudulent calls and texts pretending to be from KBC from numbers that may look legitimate. KBC will NEVER request sensitive information like Passcodes or Online Banking details over the Phone, by Email or Text. If you receive such a call, hang up and call 1800 93 92 44 for support.


    You can find out more about Fraud Prevention here - Fraud Prevention - KBC.

  • Following a 30 day notice period KBC is no longer accepting new product applications.

  • This communication is to make you aware of how your data will be processed as we prepare for the transfer of residual balances to Bank of Ireland.  Later this year we will transfer any residual current account funds to Bank of Ireland. Bank of Ireland will then hold these funds on your behalf and they can be reclaimed from Bank of Ireland.

    As part of the necessary preparation for the proposed transfer of funds and its smooth completion, KBC in compliance with all applicable data protection legislation will transfer your Personal Data (such as name, date of birth, address, account information) to Bank of Ireland prior to the Funds Transfer. This will allow Bank of Ireland to undertake necessary and relevant systems testing and preparation as part of its overall planning for the completion of the Funds Transfer.

    Bank of Ireland will only be permitted to use the data for this sole purpose. It will also use the data to contact you regarding the proposed Transfer.
  • All relevant details relating to your Account, including personal details, have transferred to Bank of Ireland (BOI) and BOI have become a data controller of your personal data for the Account. These details will be used by BOI for the servicing of your Account and for related legal and regulatory purposes.

    In advance of the legal transfer date of your Account to BOI, KBC shared limited personal data with BOI so as to enable: (i) the system and operational testing required to ensure that your Account operated correctly on transfer to BOI; and (ii) BOI to contact you with information in relation to the transfer of your Account (e.g. any actions you needed to take to help ensure a smooth transition of your Account). You can also rest assured that we worked closely with BOI to help ensure that only the minimum amount of necessary information was shared with BOI prior to the legal transfer of your Account.

    BOI wrote to you about its roles and responsibilities in relation to your personal data. Where relevant to you, please let the relevant individuals, whose details are associated with your Account (such as directors, partners, beneficial owners, authorised signatories, guarantors, instructed third parties), know that their data was transferred to BOI and processed by BOI in the manner described in the paragraph above and as outlined in BOI’s separate communication to you.
  • KBC and Bank of Ireland have implemented a number of safeguards to protect customer data.

    • All transfers of personal data are being completed in compliance with all applicable data protection legislation.

    • KBC will continue to comply fully with all applicable obligations as a data controller in respect of your personal data.

    • Bank of Ireland have put robust security and confidentiality controls in place to ensure your personal data remains safe and secure.


    You can find more information on how we protect your personal data and data subject rights at kbc.ie/data-protection.

  • At KBC, your privacy is very important to us. It is one of our fundamental responsibilities as a bank to ensure that we protect the information entrusted to us by you.

    You can find more information on how we protect your personal data and data subject rights at kbc.ie/data-protection.

  • Bank of Ireland have provided you with contact details on each communication. You can contact Bank of Ireland if you have questions regarding the content of the Bank of Ireland communication including the Data Protection Notice.

  • In certain circumstances, we process your personal information on the lawful basis of the ‘legitimate interests’ of KBC. In doing so, we ensure that the impact of the processing on your privacy is minimised and that there is a fair balance between the legitimate interests of KBC and your privacy rights.

    You can rest assured that we have worked closely with Bank of Ireland to ensure that only the minimum amount of necessary information is shared with Bank of Ireland prior to the legal transfer of your Account.

  • KBC are obliged to share certain personal data with Bank of Ireland for limited purposes prior to any Transfer completing.  This is necessary as Bank of Ireland are required to write to customers, with important information about the future of their products and services and residual balance transfers. Additionally, Bank of Ireland will need to test and prepare their systems and operations to ensure that customers’ day to day banking needs are not interrupted by the Transfer.

    At the time of the Transfer of your account or in the future when residual balances transfer all relevant details relating to your Account, including personal details, will be transferred to Bank of Ireland (BOI) and BOI will become a data controller of your personal data for the Account. These details will be used by BOI for the servicing of your Account and for related legal and regulatory purposes.
  • If you have specific queries about the KBC Data Protection Notice or KBC’s approach to privacy, you can contact our Data Protection Officer who will ensure that your query is treated in a confidential manner: by sending an email to dataprotectionofficer@kbc.ie or, by writing to the Data Protection Officer, KBC Bank Ireland plc, Sandwith Street, Dublin 2.

  • Bank of Ireland have provided you with contact details on each communication. You can contact Bank of Ireland if you have questions about the content of the Bank of Ireland communication including the Data Protection Notice.

Card Services

  • In line with KBC Irelands exit plans, it is necessary that KBC will stop all card transactions being processed through Mastercard from August 24th. This will include any refunds being made to KBC cards.
  • After August 24th  you will need to liaise directly with the merchant to process all refunds related to purchases made on KBC cards.

    The merchants can process your refund to an alternate card of your choosing.
  • 1. Where possible, do not use your KBC Debit Card for purchases with a ‘delivery’ date near or after August 24th 2023.  (e.g. NCT tests, flights, concerts, rental cars)

    2. Where possible, do not use your KBC Debit Cards for purchases that you have a high likelihood of returning.  (e.g. buying two different sizes of shoes online with the intention of returning one pair)

    3. As soon as possible, update your cards on file on merchant websites and in merchant apps (e.g. Ticketmaster, Amazon) by removing your KBC Debit Card details and replacing with alternate debit or credit card details

    4. As soon as possible, update your cards on file with payment apps (e.g. PayPal, ApplePay) by removing your KBC Debit Card details and replacing with an alternate debit or credit card.
  • 1. For physical, in-store returns, ensure you present your receipt and the card to which you want the refund processed.

    2. For on-line refunds, contact the merchant prior to initiating a return to supply them with the card to which the refund should be processed.

    a) Use the ‘Contact Us’ page available on virtually all merchant websites to find phone numbers, email addresses or social media links. Keep a record of all communication with the merchant. You may need this information in the future.

    3. Other tips for contacting a Merchant

    a) Phone numbers or contact information can be found on some receipts.

    b) Always note the date and time you contacted the merchant by phone and the name of the person you spoke to.  You may need this information in the future

    c) Look for “Customer Service”, “Submit a Request”, or “Chat Now” buttons on the merchant websites.

         i) Take screen shots of messages you send.  You may need this information in the future

    d) If you are sending an email to a merchant, cc yourself so that sent emails are easier to find.

  • Merchants must allow a refund to another account when they are unable to process to the card on which the purchase was made.

Customers in Financial Difficulty

For more information on the Non-Performing Loan Sale Announcement please click here.
  • We will continue to work with all our customers in financial difficulty to find sustainable solutions, always being clear and fair in our communications and dealings, and always mindful and respectful of your individual circumstances. We wish to stress the importance of active engagement in dealing with, or averting, a financial difficulties situation

    It is important that you continue to meet your monthly repayments and that you contact our Arrears Support Unit if your circumstances should change or are concerned about meeting your monthly repayments. For mortgage customers please call 0818 93 02 35. For Personal Loan, Credit Card and Overdrafts please call 01 664 6200.

Worried about your Finances?

We know that anyone can get into financial difficulty, often unexpectedly. If, for example, your earnings have decreased, or you’re borrowing to clear your debts, these could be early signs that you are going into arrears. If you are worried about your financial circumstances, please get in touch to talk about your options and how we can help you.

We’re here Monday to Friday from 9am to 5.30pm.
Email us at collectionsenquires@kbc.ie
Mortgage customers should call 0818 93 02 35
Credit Card customers should call 1800 936 287
Personal Loan customers should call 01 664 6200

Complaints

KBC continues to be committed to supporting our customers at this time. If you’d like to make a complaint, here are the ways to get in touch:

Phone us on: 01 664 6000
Email us at: complaintsteam@kbc.ie
Write to us at: KBC Bank Ireland, Complaints & Resolutions Manager, Sandwith Street, Dublin 2

You'll find more information on making a complaint here.

Data Protection

You can find more information on Data Protection here.

Be Aware of Fraud

Fraudsters may attempt to exploit the situation by claiming to be from KBC and that you need to register your details or re-register your information. If you experience any suspicious activity - text, email or phone calls - please call our customer service team.

KBC will NEVER request sensitive information like Passcodes or Online Banking details or any code embedded in an SMS over the Phone, by Email or Text. Be aware of fraudulent calls and texts pretending to be from KBC and from numbers that may look legitimate. If you receive such a call, hang up and call 1800 93 92 44 for support.

You can find out more about Fraud Prevention here - Fraud Prevention - KBC.

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