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AIB, PERMANENT TSB, Ulster Bank and Bank of Ireland are all featured in the top ten worst financial institutions for handling customer complaints in the second half of 2013.
The new report from the Financial Services Ombudsman (FSO), show that Avantcard, who took over the MBNA business in Ireland, had the highest number of complaints against them substantiated.
Six complaints against the credit card provider were upheld, with 27 partially substantiated.
The rest of the top ten is contained in this table:
The FSO says that a partially substantiated claim is usually a case where a customer service issue has arisen from the handling of a complaint.
The Financial Ombudsman William Prasifka said that the overall number of complaints was down.
“For the first time since 2007, there has been a significant decrease in the number of complaints made against Financial Institutions. This is largely due to new procedures introduced by the FSO during 2013.
“The FSO upheld fewer complaints in the second half of 2013, compared to the start of the year. 20% of complaints made were settled without the need for formal investigation. The banking sector saw particular improvement.”
Prafiska said that new reporting powers established last year meant his office was more efficient.
He added that 3,042 complaints were made to the FSO in the second half of 2013, a 35% decrease on the first half of the year. Half of these were mortgage arrears complaints.
“While the above improvements are certainly welcome, the Review also shows that the issues of mortgage arrears and sale of payment protection insurance continue to be of concern.
“Complaints about mortgage arrears and the repayment terms offered by banks are of particular note in the second half of 2013.”
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Bit harsh using the Danske Bank image as the main photo and then making no reference to them in the article.
I know they’re leaving the country but I’ve always found them very good to deal with.
A bit unfair on Danske to have its picture as the one for the story, when they are mid table?
Ha! Ya like the banks in Ireland really give a s**t about being named and shamed!
Don’t know about that. Personally if an institution was high on this list I’d go nowhere near them. Plus any customers fighting with them at the moment might have their resolve strengthened in pushing their case. So institutions may loose potential customers and may have tougher battles on their hands if they appear high on this list. I think it’s good to have this list published because it all helps achieve the illusive transparency that’s so badly needed in the financial arena.
I pity the poor folk who are stuck with what used to be MBNA. Such a small player in the market, yet so many complaints.
Perhaps the author should Google a picture of their brand instead?
That’s a pretty low figure overall. Keep up the good work boys.
These statistics are just a tad bit disingenuous.
In fact the way that these statistics are presented is pathetic.
Did the banks themselves make these up?
There should be another graph based on percentage of customer base.
IE
of course
AIB
BOI
Ulster Bank
PTSB
are at the top end of the list.
Because they feckin have more customers than the other banks.
How come the notorious KBC and ACC get an easy ride.
In many ways they are worse than the rest of them put together.
Our Financial Services Ombudsman is a farce.
This data should have been available 20 years ago.
And its still not in an accurate format.
Pathetic!
I always imagine Gathering Your Money looking like Good Guy Greg (type it into google).
Sorry to disappoint you.
Experienced months of incompetence with Avant then switched. Reported them to FSO & got recompensed. Advise others to do likewise.
From what I’ve heard.
most people who had MBNA cards stopped paying them when their ex owners Bank Of America sold them to Avant Tarjeta a while back.
http://www.youtube.com/watch?v=MBuCSTFJffY
As if they care.
Avant card are beyond awful. MBNA were great to deal with but Avant are absolutely dreadful and the majority of customer service agents with a few exceptions obviously, are frequently rude and don’t have a clue. Can’t wait to get the damn card paid off and close the account. Don’t know anyone who has had a good experience with them so not surprised to see them topping the complaint list.
Notice the Total amount of complaints missing from the article, would be interesting to see how many total complaints were made against each bank and show how many were rejected completeltly by the FSO and in favor of each bank.
So all financial institution in this country are shit!
have your say