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Complaints Data for AIB Group (UK) p.l.c

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AIB Group (UK) p.l.c., trading as First Trust Bank in Northern Ireland, Allied Irish Bank (GB) and Allied Irish Bank (GB) Savings Direct in Great Britain, is committed to openness and transparency in our communications with customers and to meeting the standards of our industry regulator, the Financial Conduct Authority (FCA).

That's why, in accordance with the FCA requirements, we publish complaints data every six months. The Financial Ombudsman Service (FOS) also publishes complaints data from other financial businesses. The figures will help people to see how individual financial businesses handled their customer complaints.

You can visit the FOS complaints data - simply click on the link in the External Links section to the right.


Firm name: AIB Group (UK) p.l.c.
Group: N/A
Other firms included in this return (if any): None
Period covered in this return: 1 Jan 2014 - 30 June 2014
Brands/ trading names covered: First Trust Bank, Allied Irish Bank (GB) and Allied Irish Bank (GB) Savings Direct.


Number of complaints opened Number of complaints closed Complaints Closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking & Loans 1441 1432 99% 29%
Home Finance 65 63 97% 38%
General Insurance & pure protection 1894 2057 99.9% 34%
Decumulation, life & pensions 13 11 100% 0%
Investments 3 12 33% 58%

The table above is set out according to FCA guidelines for financial institutions. To help you understand these we have commented on the main categories.

Banking & loans

  • We received 2 complaints per 1,000 accounts.

Home Finance

  • We received 2.6 complaints per 1,000 outstanding home loans.

General Insurance

  • For every £100,000 of general insurance and pure protection annual income we received 207 complaints. 98.5% of all complaints in this category relate to Payment Protection insurance.


FCA Product Categories for Complaints Publishing




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First Trust Bank is a trade mark of AIB Group (UK) p.l.c. (a wholly owned subsidiary of Allied Irish Banks, p.l.c.), incorporated in Northern Ireland. Registered Office 92 Ann Street, Belfast BT1 3HH. Registered Number NI018800. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. AIB Group (UK) p.l.c is covered by the Financial Services Compensation Scheme, established under the Financial Services and Markets Act 2000.

AIB Group (UK) p.l.c subscribes to the Lending Code and is covered by the Financial Ombudsman Service. Details of the Lending Code are available on request from any First Trust Bank branch or from the Lending Standards Board.

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