Complaints Procedure

How to Complain

At EBS, we aim to offer our customers the best possible service. However, there are times when we might not get it right first time or our service falls short of what you expect. If you ever have problems with our service, we would like you to tell us so we can resolve any issues quickly and to your liking.

What to do if things go wrong:

Step 1

Raise the issue with your local branch manager.

Step 2

If you have contacted your branch and they have failed to acknowledge or resolve the issue as you would like, you may refer your complaint to the Customer Care Team.

Call us at 1850 654321

Contact us or write to us at:

EBS Customer Care
Bankcentre
Ballsbridge
Dublin 4

You can use this form to contact us to make a complaint.

Our Response to you

Should your complaint require further investigation, we will write to you within 5 business days and give you a contact name. We will give you regular updates until we can provide you with a Final Response Letter. We will include contact details for the Financial Services Ombudsman in this letter. Information is also available on the Financial Services Ombudsman’s website at: www.financialombudsman.ie

You must go through our internal complaints procedure before you contact the Financial Services Ombudsman. The Financial Services Ombudsman will deal independently with a complaint from a personal customer or company with a turnover of less than €3 million.

 

Online Dispute Resolution (ODR)

Under European Union rules, as EBS provides financial services online we’re obliged to inform you of the European Commission’s Online Dispute Resolution (ODR) platform. The ODR platform is in place to help consumers resolve disputes in relation to products or services purchased online if they remain unhappy with the response they have received from a trader in the EU. To use the ODR platform http://ec.europa.eu/odr you will need the following information: customer.relations@mail.ebs.ie.

Please note that under current rules your complaint may ultimately be referred to the Financial Services Ombudsman (FSO), therefore you may prefer to contact us or the FSO directly in the first instance regarding your complaint.