Standards of Service

AiB asks that customers respect its staff and allow them sufficient time to provide you with the information you request. The aim is to answer all queries as quickly as possible and no later than the standards stated in this document. If enquiries are unclear or if an individual sends multiple enquiries, AiB staff will not be able to provide a timely and full response. If multiple communications on the same subject are received, or the same questions are asked repeatedly, AiB will provide a full response to the initial enquiry but will only acknowledge these repeat communications. You will be told if AiB is going to do this.

When the behaviour of an individual using AiB’s services is unacceptable, the person will be informed accordingly and their future communications will be dealt with in a specific manner. AiB’s Unacceptable Actions Policy details the types of behaviour which may unnecessarily prevent the timely provision of services and the action that may be taken if any behaviour is deemed to be unacceptable.

Our policies are currently being reviewed for accessibility. If you require a copy in the meantime please email the AiB communications team.