Welcome to our Second Level Support Hub
We’ve created this dedicated resource page to help you find the information you need.
About the mistake
You recently received a letter from us about a mistake we made which affected your Second Level current account. This section will help you understand the mistake, what we’re doing to fix it, and further supports you might find useful.
What was the mistake?
We mistakenly allowed you to use your Second Level current account to set up and use direct debits and standing orders, which is against the account’s terms and conditions (T&Cs). These services should have been restricted. Additionally, we did not provide you with the necessary information about these services and your rights.
What are Bank of Ireland doing to fix it?
After a review, we decided to change the T&Cs of Second Level current accounts to allow the set up and use of direct debits and standing orders, as they are valuable features. We have updated our Second Level current account T&Cs to reflect this. Please review these below. In addition, we will also offer you compensation for any inconvenience this may have caused.
Frequently asked questions
We’ve created two documents which cover common questions you might have depending on whether or not you are currently using direct debits and standing orders.
I am currently using the services
I am not currently using the services
Terms and conditions
These are the T&Cs that apply to Second Level current accounts:
These are the terms and conditions that will apply to the Second Level current account effective from 31 January 2025.
Summary of changes to T&Cs:
- We have added additional clauses relating to standing orders and direct debits.
- We have amended two definitions about “Account transactions” and “SEPA”.
- We have amended clause 11.2: “You must always ensure that you have enough in your account to complete an account transaction, such as withdrawing cash at an ATM, making a payment with a debit card, making transactions online, if a standing order or direct debit is due to be paid, or completing any transactions initiated through a PISP.”
- We have added an new clause: “We may refuse to pay money from your Account if this would cause it to become overdrawn. We do not have to tell you of this refusal beforehand.”
Contact us
If you’ve been negatively impacted by our error or if you have questions about this error, call our dedicated customer support team on 0818 200 399 or 01 250 0399 (9am to 5pm, Monday to Friday), or visit your local branch. We’re here to help.
Direct debits and standing orders explained
What is a standing order and direct debit?
In these videos, we’ll explain standing orders and direct debits. A standing order is when you tell us to send the same amount of money regularly, like for pocket money or lessons. A direct debit lets someone take the right amount of money when its needed, like for a club or a phone bill. Watch to learn how they work.
What is a direct debit?
What is a standing order?
Your financial wellbeing
Financial literacy is a key life skill. Our goal is to provide supports to both parents/guardians and young people, to help grow youth financial literacy confidence and wellbeing. Check out some of our helpful resources below.
Financial Literacy
To help parents and guardians spark early conversations about money with their young children, Talking Cents with Kids is a complimentary guide available to you to access from our website.
Learn more
Money Smarts Barometer
The Money Smarts Barometer is a fun tool for secondary school students. It helps you understand how money smart you are right now, with access to articles to support additional learning.
Test yourself
Useful Articles
For secondary school students, we’ve gathered together helpful articles on topics such as spending, saving, budgeting, how to protect your money and more.
Start readingMore information
You can find more information on the product features of the Second Level current account here.