Complaints handling procedure

Our complaints handling procedure has two stages:

Stage 1 - frontline resolution

We aim to resolve complaints quickly and whenever possible by the AiB team that took the action, or provided the service. This is called frontline resolution. It is used when we can give you an on-the-spot apology and explanation if something has clearly gone wrong and this immediate action will resolve the problem. We will give you a frontline resolution decision within five working days or less.

Stage 2 - complaint investigation

If we can’t resolve your complaint by frontline resolution, or your complaint is complex, we will carry out a full investigation. We will acknowledge receipt of your complaint within three working days and tell you who is dealing with your complaint. We will give you our response as soon as possible, and within 20 working days.

If an investigation will take longer than 20 working days, we will notify you with the reason for this and tell you the revised date we expect to respond in full.