Bank of Ireland customer abuse- route of redress?

I'm wondering if this is an isolated incident or have more people been subjected to it and also what course of redress might be available.

Yesterday a family member was essentially verbally abused by a Bank of Ireland official presumably not from the local branch, subsequent to the nature of what was said to him he was upset and couldn't remember who they identified themself as. He has missed 2 vehicle finance repayments with only 4 remaining on a loan and has a €4000 loan from them which is being repayed albeit late in cases due to contractors being slow to pay bills, nevertheless all owings are being worked on- hardly what nama would be after .

The official was highly sarcastic to him throughout the call. As a man in his mid 60s with a heart problem and in recovery from cancer he was not in the mindset to take her on as I feel was justified. But he feels since that he want's to officially complain about this treatment by a bank we're all propping up and that he has being doing business with for over 40 years.

Any suggestions? (blood still boiling)

Lodge a [broken link removed] and request a copy of the recording and confirmation of the identity of the bank staff member involved. Keep your account of the incident short and to the point; don't provide any more detail at this point than is necessary for them to locate the call in their logs. Then see what happens. If you're not satisfied with their response, after 25 working days you can refer the matter to the Financial [broken link removed].

Unfortunately, high sarcasm probably won't merit anything more than a guarded apology and a warning to the offender. You may decide to remove your custom from the bank, as far as possible, and encourage friends and family to do the same. Be sure to let the relevant manager at BoI know, if this is the outcome.