Complaints not filed or addressed

DublinDerm

I had a horrible experience with BoI.

My mortgage specialist was incompetent.

His continous mistakes and inability to prepare a mortgage resulted in the delay of our mortgage by 3 weeks.

It would have been longer had I not intervened and went to his manager to solve the impasse.

Any time I rang him since applying for the mortgage the call always went to his message bank (which had the wrong details).


I lodged a complaint at Baggot streer branch on Auguat 13th but the girl at the branch lodged it against BoI Life. The delay was with mortgage protection but it was not really their fault. My mortgage specialist applied for mortgage protection with one week to go. BoI life take 4 to 6 weeks to process an application.

I spoke to the branch manage at Grand canal about the issue who referred me to the financial advisor.

She informed me that a complaint had been lodged and gave me the reference number.
I was not contacted in 3 weeks so decided to follow it.
I rang her 5 times but could never get through nor had my call retturned.
She responded twice by email assuring me that complaints would definitely contact me that day
They never did. 
I then tried to get help online.

When I created a new complaint I used the reference that I was given by the financial advisor.
The complaints team then got back to me to tell me that complaint was lodged in 2015.
When I was not in the country.

So to summarise I had an imcompetent mortgage advisor who I had to go around to prevent loosing the sale of the house.

I tried to lodge a complaint about the issue twice.

One complaint was lodged against the wrong company while the second was, apparantly not lodged at all.

Why will no one in BoI contact me by phone about any of these issues?

Bank of Ireland: Jennifer

DublinDerm wrote: »

I had a horrible experience with BoI.

My mortgage specialist was incompetent.

His continous mistakes and inability to prepare a mortgage resulted in the delay of our mortgage by 3 weeks.

It would have been longer had I not intervened and went to his manager to solve the impasse.

Any time I rang him since applying for the mortgage the call always went to his message bank (which had the wrong details).


I lodged a complaint at Baggot streer branch on Auguat 13th but the girl at the branch lodged it against BoI Life. The delay was with mortgage protection but it was not really their fault. My mortgage specialist applied for mortgage protection with one week to go. BoI life take 4 to 6 weeks to process an application.

I spoke to the branch manage at Grand canal about the issue who referred me to the financial advisor.

She informed me that a complaint had been lodged and gave me the reference number.
I was not contacted in 3 weeks so decided to follow it.
I rang her 5 times but could never get through nor had my call retturned.
She responded twice by email assuring me that complaints would definitely contact me that day
They never did.
I then tried to get help online.

When I created a new complaint I used the reference that I was given by the financial advisor.
The complaints team then got back to me to tell me that complaint was lodged in 2015.
When I was not in the country.

So to summarise I had an imcompetent mortgage advisor who I had to go around to prevent loosing the sale of the house.

I tried to lodge a complaint about the issue twice.

One complaint was lodged against the wrong company while the second was, apparantly not lodged at all.

Why will no one in BoI contact me by phone about any of these issues?

Hi DublinDerm,

Thanks for getting in touch with us here today.

We are very sorry to hear that this has been your experience with Bank of Ireland and we do sincerely apologise for any inconvenience this matter has caused to you.

Please be assured that once the complaint has been recorded through a secure channel our complaints team will be more than happy to investigate this on your behalf in line with regulated timeframes. For more information on our complaints process and to submit your complaint online please see here.

We do appreciate all feedback we receive from our customers and we will be sure to pass this onto our branch network team.

We hope this information helps. Thanks Jen