Complaints

We remain committed to supporting customers who consider they have reason to make a complaint. Please see below a list of ways to make a complaint so we can support you in dealing with your complaint as efficiently as possible.

If you would like to make a complaint about an action or omission by KBC Bank Ireland (now Exicon), KBC Bank NV Dublin Branch (“KBC Dublin Branch”) (in particular, any action or omission occurring prior to the transfer of your account) or a KBC Bank Ireland (now Exicon) Current Account or Investment Fund, you can contact us by email at complaintsteam@kbc.com by phone on 01-961 9800 or in writing to: Complaints Team, KBC Bank Dublin Branch, Scotch House, 6-7 Burgh Quay, Dublin 2, D02 VK44, Ireland.
You can call 01-961 9800 Monday-Friday 9.00 am-5.00 pm. When you call this number you will be directed to leave a message with your contact information and details of your query and we will arrange for the appropriate Team Member to return your call, where possible, within 48 hours Monday to Friday.

If you would like to make a complaint in relation to a product which transferred to Bank of Ireland, you can make a complaint in person at any Bank of Ireland Branch, by phone on 0818 200 365 ROI or + 353 1 404 4000 from outside ROI, or in writing to Bank of Ireland Group Customer Complaints, Floor 1, Newlands Cross Business Centre, Clondalkin, D22 W324. You can find more information here.

If your complaint relates to the transfer of your PRSA to Bank of Ireland Life, you can contact them by email on KBC2BIL-INDPRSA@bankofirelandlife.ie.

If you would like to make a complaint about a product which transferred to Pepper, you can contact them by telephone on 0818 818 181 or write to Pepper at: Complaints Department, Pepper Asset Servicing, PO Box 687, Shannon, Co. Clare. You can find more information and opening hours here.

If you would like to make a complaint about a product which transferred to Cabot, you can contact Cabot on 01-5630070, email commercialteam@cabotfinancial.ie or you can write to Cabot at Cabot Financial (Ireland) Ltd, PO Box 11151, Tallaght, Dublin 24. You will find more information and opening hours on www.cabotfinancial.ie.

The Consumer Protection Code requires regulated entities to attempt to investigate and resolve a complaint within 40 business days of receipt. This Code defines a complaint as an expression of grievance or dissatisfaction by a consumer, either verbally or in writing, in connection with:

a. The provision of a product or service to a consumer by a regulated entity, or
b. The failure of a regulated entity to provide a product or service to a consumer.

The Payment Services Regulations require regulated entities to attempt to resolve a complaint within 15 days, and in only exceptional circumstances this may be extended to 35 days.

In the event that you are dissatisfied with the outcome of our investigation of your complaint you are entitled to refer your complaint to the Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2,D02 VH29.

Tel: (01) 567 7000
Email: info@fspo.ie
Website: www.fspo.ie

Northern Ireland / United Kingdom Customers may refer unresolved complaints to The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel: 00 44 207 964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Further details may be obtained from the Financial Ombudsman Service Website.