This is also in clear breach of their own much vaunted
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2. We act fairly
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Free Text Alerts
We can send you free text messages which will help you take action to reduce avoidable current account charges.
We know that you want help keeping track of your money when you're on the move. You've also told us you'd like help to reduce avoidable charges on your personal current account.
We offer a range of mobile banking services from most mobile phones, which can put you in touch with your personal finances anytime, anywhere. Our technology allows you to check your balance, view mini statements and receive balance text alerts.
We are also the first bank in the Republic of Ireland to offer a free iPhone banking app which you can download from iTunes or the Apple store. Our iPhone app allows you to check your balance, view mini statements and set up text message alerts.
You can
view further information on Mobile Banking here.
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Fair Resolution of Complaints
We’ll resolve your complaint fairly, consistently and promptly, with 75% of cases resolved within two days.
Things don’t always go smoothly. We recognise this and are committed to resolving complaints in a manner that makes our customers feel listened to and respected. That’s why we’re committing to dealing with your complaints fairly and consistently, with 75% of cases resolved within two days.
You’ve told us that there’s room for improvement in how we deal with personal banking complaints today. To help improve this we’ve given more decision-making back to our branches, so they can resolve more of your concerns more effectively. We’re also working hard to improve all of our processes in this area.
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Responsible Lending
We will continue to lend you money responsibly, however if you do get into problems with debt we’ll help you to make realistic plans for dealing with it.
We know that financial distress can be a great source of personal anxiety. We are committed to doing all we can to help our customers who are in financial distress today or worrying about the future.
If you are a customer in financial distress, our staff will work confidentially with you to find solutions that suit your needs. We have at least one person trained in every branch to support customers in financial difficulty. We welcome any customer who would like to talk to us. Whether it’s over the phone or face to face, there’s somebody to help – and we’ll ensure utmost confidentiality at all times.
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Clear and Simple Communication
We’ll explain our products and services clearly and simply, so that you can make the best choices for you and your money.
You have told us that communicating clearly and reducing jargon is important to you, especially around explaining fees and charges.
We’ve reviewed our main customer literature and have made them clearer and easier to use. These will be available in our branches from the end of September.
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Listening to You
We will regularly ask you about our progress towards becoming Ireland’s most helpful bank, and we’ll make the results public.