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Response time for complaint

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  • 10-12-2014 3:16pm
    #1
    TrishSimon
    Closed Accounts Posts: 206 ✭✭


    Hello, 
    My husband sent in a complaint on Monday to your customer service in Tallaght it would have been received yesterday its about his loan account.
    What is the lead time in someone replying and or contacting him about it please? as it relates to something that is stopping us from getting a mortgage and we contacted the ombudsman but they will not talk to us unless we have exhausted all avenues with BOI.


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    #2
    Bank of Ireland: Sarah
    Closed Accounts Posts: 1,640 ✭✭✭Bank of Ireland: Sarah


    TrishSimon wrote: »
    Hello, 
    My husband sent in a complaint on Monday to your customer service in Tallaght it would have been received yesterday its about his loan account.
    What is the lead time in someone replying and or contacting him about it please? as it relates to something that is stopping us from getting a mortgage and we contacted the ombudsman but they will not talk to us unless we have exhausted all avenues with BOI.
    Hi TrishSimon,

    Thank you for contacting us on Boards.

    Sorry to hear that it was necessary for you to make a complaint. Please be assured that our Complaints team will deal with your complaint directly. If they are unable to resolve your complaint immediately, they will write to you within five working days of receiving it. They will let you know when you can expect a full response and also give you the contact details of the representative handling your complaint. Please note that some complaints require more investigation than others and so we would be unable to give you a specific time frame for your complaint here.

    You can find the contact details for our Complaints Department here should you need them.

    Please do not hesitate to contact us if you need help with any other query.

    Thanks,
    Sarah


  • Options
    #3
    TrishSimon
    Closed Accounts Posts: 206 ✭✭TrishSimon


    Bank of Ireland: Sarah wrote: »
    TrishSimon wrote: »
    Hello, 
    My husband sent in a complaint on Monday to your customer service in Tallaght it would have been received yesterday its about his loan account.
    What is the lead time in someone replying and or contacting him about it please? as it relates to something that is stopping us from getting a mortgage and we contacted the ombudsman but they will not talk to us unless we have exhausted all avenues with BOI.
    Hi TrishSimon,

    Thank you for contacting us on Boards.

    Sorry to hear that it was necessary for you to make a complaint. Please be assured that our Complaints team will deal with your complaint directly. If they are unable to resolve your complaint immediately, they will write to you within five working days of receiving it. They will let you know when you can expect a full response and also give you the contact details of the representative handling your complaint. Please note that some complaints require more investigation than others and so we would be unable to give you a specific time frame for your complaint here.

    You can find the contact details for our Complaints Department here should you need them.

    Please do not hesitate to contact us if you need help with any other query.

    Thanks,
    Sarah
    Thanks for the information Sarah.


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