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

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FSA Product Categories for Complaints Publishing

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FOS Complaints Data

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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 Services Authority (FSA).

That’s why, in accordance with the FSA 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 July 2012 - 31 December 2012
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	1428	1440	98%	29%
Home Finance	106	107	94%	19%
General Insurance & pure protection	5760	4947	67%	20%
Decumulation, life & pensions	27	35	100%	6%
Investments	14	10	100%	40%

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

Banking & loans
• We received 1.9 complaints per 1,000 accounts.

Home Finance
• We received 3.7 complaints per 1,000 outstanding home loans.

General Insurance
• For every �100,000 of general insurance and pure protection annual income we received 734 complaints. 99% of all complaints in this category relate to Payment Protection insurance.

FSA Product Categories for Complaints Publishing

First Trust Bank is a trademark of AIB Group (UK) p.l.c. (a wholly owned subsidiary of Allied Irish Banks, p.l.c.), incorporated in Northern Ireland. Registered Office, 4 Queen's Square, Belfast, BT1 3DJ. Registered Number, NI 18800. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. First Trust Bank is covered by the Financial Services Compensation Scheme, established under the Financial Services and Markets Act 2000.

First Trust Bank 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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