Payment Protection Insurance (PPI)

Payment Protection Insurance (PPI) is designed to cover any monthly repayments on loan products if you are unable to do so through unemployment, accident, illness or death.

Bank of Ireland no longer sells PPI, and hasn’t done so since 2010. However, in the past it was available to customers who had any of the following products:

1. Credit Card with either Bank of Ireland or Post Office Money®
2. Personal Loan with either Bank of Ireland, Northridge Finance or Post Office Money®
3. Mortgage with Bank of Ireland

There are several ways that you can contact us if you wish to make a complaint about your PPI.

If you have already made a complaint to us and have yet to receive our final decision, there is no need for you to do anything further until we contact you. We will investigate your complaint as soon as we can and then send you a letter to confirm the outcome of our investigation.

If you have yet to complain, you can tell us about your complaint in the following ways:

By our online form: 

Our Online Complaint Form is available for you to submit your PPI complaint to us. Once submitted, there is no need for you to do anything else until we contact you.

Submitting your complaint this way takes approximately 20 minutes. Please include as much information as possible to help us with our investigation.

By Email

You can email us at [email protected]. One of our team will log your complaint and we will respond to you within the usual timescales.

Please note that this address is not encrypted so we do not recommend that you send any personal documentation to this email address.

By Post 

You can complain to us by post by sending us a letter or by completing the Financial Ombudsman Service questionnaire and sending it to us at the following address:

Bank of Ireland 
PPI Complaints Team
PO Box 3191
Bristol 
BS1 9HY

By Telephone

Please note that PPI was never sold alongside products offered by The AA®

When you contact us to make a complaint, we will follow certain steps to make sure that the decision we reach is the fairest one we can.

• As soon as your PPI complaint is received, we will log it and record details of any 3rd party you have instructed to manage your complaint. If you are using a 3rd party, all correspondence will go to them;
• We always try to resolve your complaint as soon as we possibly can. If, however, we cannot do this within 5 working days of your complaint being received, we will send you a letter to acknowledge your complaint;
• We will gather all available information about your complaint and use this to make a decision about your complaint. Whilst we try to keep our investigation short and concise, we may need to contact you again to clarify certain details;
• Once we have all the information we need, we will make a decision based on all of the information we have. Our investigation will happen in 2 stages:

1.  If you have yet to make a complaint about PPI mis-selling, we will assess whether your policy was suitable for you. If we do not believe it was suitable, we will calculate a refund and add interest where appropriate;
2. This is only applicable where we have previously told you that your PPI policy was suitable for you. If this is the case, we will assess whether the rate of commission you paid on your PPI premiums was too high. If we believe it was, we will calculate a refund and add interest where appropriate.

• Whatever the outcome of your complaint, we will fully explain the reasons for our decision and provide documentary evidence wherever possible. Should we uphold your complaint, if compensation is appropriate we will provide you with a full break down of how we have reached that figure and you will have the option to accept the offer or not.
• If you are happy with our offer, your compensation will be paid either straight into your bank account or directly off any outstanding Bank or Ireland or Post Office credit card balance you may have.

If you are unhappy with the way we have investigated your complaint you have the opportunity to refer your complaint to the Financial Ombudsman Service. This is a free and impartial service that will review the complaint and how it has been handled and make a recommendation on the outcome. You can refer your complaint to them by writing to the following address:

Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London
E14 9SR

Alternatively, you can call them on 0300 123 9 123 or visit www.financial-ombudsman.org.uk.