Making official complaint about service of a Bank

C

Chrisb

Guest
Hi all,
I've just come off the phone with my bank after ANOTHER problem. Basically I went in 3 weeks ago to close my SmartSave account (Bank of Ireland). I was kindly referred to a customer service manager who would take care of closing the account and canceling the direct debit. To my absolute shock, this turned out to be an "interrogation" as to why we wanted to close the account, and why we took a mortgage elsewhere and why and why and why.....
After eventually telling her very sternly that she should proceed with closing the account and canceling the direct debit, we signed some forms, got our money and left before I blew into a rant and made a show of myself ;-)
Anyway, I discovered today that money had left my account and was told on the phone that the SmartSave account wasn't closed AT ALL!!!! I'm already in the process of switching bank, as this isn't the first encounter with their incompetence.
Before my name disappears off their active records I want to make an official complaint about the incompetent service levels and the way they insult my intelligence by treating me like a child.
So far I have following departments that I will send this letter to:
Branch Manager
Branch Customer Service Department
Central Customer Service Department
Can anybody recommend other departments or government agencies that I could send a copy to?
Sorry about the rant, but I do feel better now :)
 
Also the Financial Services Authority of Ireland

[broken link removed]


Murt
 
Thanks for the info. Don't think much will come from it, but I enjoy complaining about bad service.
 
Hi Chris,

I might be worth your while to determine whether the bank operates an approved quality system.

If they operate such as system they will have some external assessments/audits/validation etc. You could find out who carries out these external assessments and let them know of your experiences.

Also if the opearte an approved quality system then it is likely they operate a formal documented customer complaints system. You could ask whether your complaint has been logged and how far it has progressed through the system.

ajapale
 
After hearing the IFSRA speaking on RTE radio some weeks ago

"AIB were not really guilty of overcharging..........they had basically charged over the limit set down by the regulatory authorities"

I'ld leave them off your mailing list!
 
Chrisb, send a letter to Brian Goggin as well. Modern CEO's love to waffle on about how they like to hear from their customers - well take him at his word and write to him. You never know...
 
Went through a similar scenario myself a few years ago when I had to close a BoI account for work reasons. Must be part of their 'customer service' training. It's a pity that we have to resort to being stern/rude/threatening to get results, but frequently we are left with no choice.

P.S. I would be inclined to write to IFSRA. When they get enough complaints about a specific section of a financial institution, they are likely to pay closer attention to that section. I know most people are skeptical of IFSRA, but I think banks have more to worry about from IFRSA than they previously had from the Central Bank.
 
Thanks for all the replies. I'm hoping to get the letter sent in the next week. I'll update here if I get a reply from any of the departments.

I'll also take the advise about sending it to Brian Goggin. The more people I can hassle the better.
 
Try emailing the CEO at around 5.30 pm (after his secretary has gone home, so you've a better chance that he'll read it himself). If you can get the email address of anyone at BOI, you can make a good guess at Mr Goggin's email.
 
If you can get the email address of anyone at BOI, you can make a good guess at Mr Goggin's email.
Click to expand...

now there's a good idea.

does anyone know where one can get hold of e-mail addys for any of the executives in AIB or BoI. Definitely not on the official web-sites.

any "unofficial" sources available, as i have a few crows to oick with AIB, which i would like to bring to the attention of the "Tob Brass".
 
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