Hello KBC Customers

Frequently Asked Questions:

• When did my account(s) transfer to Bank of Ireland?

  Legal ownership of your KBC account(s) transferred from KBC Bank Ireland plc (KBC) to Bank of Ireland (BOI) on Friday 03 February 2023 (the legal transfer date). The transfer of the day-to-day management and servicing of your account(s) and balance to BOI (the service transfer) occurred and was completed in the weeks following the legal transfer date.

• What communications should I have received from Bank of Ireland about the transfer?

  The type and number of communications you should expect to receive from us will vary depending on the type and number of account(s) you currently hold with KBC that will be transferring to BOI. Please see below all communications BOI plan to send to customers before, during, and after the transfer of your account(s):

  1. Our first communication contained our Data Privacy Notice and Terms of Business.
  2. Our second communication outlined terms and conditions and/or operational changes that apply to your account(s) when they transferred to BOI. Please note: Additional cardholders attached to personal credit card accounts, did not receive this communication.
  3. Our third communication explained any actions you needed to take to ensure your account(s) is ready to use after the transfer of your account(s) to BOI.
  4. Our fourth and final communication confirms the legal transfer date and service transfer date, and explained any actions you need now your account has transferred to BOI.

  To view these communications you can download a copy of them from our product pages. If you did not receive any communication from us, this may mean we don’t have your most up-to-date address.

  If you did not receive any communication from us, this may mean we don’t have your most up-to-date address, please contact us on the numbers below.

  Department	Phone Numbers	Opening Hours
  Mortgages	01 611 3333	Monday to Friday 09:00 – 17:00
  Deposits	0818 365 254	Monday to Friday 09:00 – 17:00
  Credit Cards	0818 251 251 / 01 488 3028	Monday to Friday 09:00 – 17:00
  Lending	0818 200 334 / 0818 210 301	Monday to Friday 09:00 – 17:00

• Will I have the same consumer protections with Bank of Ireland?

  Yes. Customers are at all times guaranteed all the relevant legal and regulatory protections including the full benefits of the Customer Protection Code.

  Please note: For deposits, the limit of protection under the Deposit Guarantee Scheme is €100,000 per person per institution. More information on the scheme is available at depositguarantee.ie

• Do I need to do anything right now?

  Depending on the type of account(s) you hold e.g., mortgage, loan etc. there were different actions for you to take to ensure a smooth transition of your account(s). Please visit our product FAQ pages to see any actions that are relevant for you:

  • Mortgages
  • Credit Cards
  • Loans
  • Deposits

• Why did BOI take over other KBC products but not Current Accounts?

  Bank of Ireland’s agreement with KBC only included the transfer of mortgages, personal credit cards, deposits and personal loan and commercial loan accounts to BOI.

• Do I need to open a Current Account in BOI?

  You do not need to open a Current Account with BOI. If you wish to do so we would love to have you.

  See our current account options

  If you need to make any payments to BOI by standing order or direct debit (for example, if you have a mortgage loan, personal loan, commercial loan or credit card) you will need to open a current account with a bank or other financial institution to do that.

• Who should I contact if I have questions about my new BOI account(s) today?

  If you’ve a question about your account, or any of our communications you have received, please don’t hesitate to contact us on the numbers below.

  Department	Phone Numbers	Opening Hours
  Mortgages	01 611 3333	Monday to Friday 09:00 – 17:00
  Deposits	0818 365 254	Monday to Friday 09:00 – 17:00
  Credit Cards	0818 251 251 / 01 488 3028	Monday to Friday 09:00 – 17:00
  Lending	0818 200 334 / 0818 210 301	Monday to Friday 09:00 – 17:00

• What if I need some extra help?

  If you’ve any questions or need more information, please let us know. For example, you may need this information in a different language or format (e.g. audio, braille, large text), you may have been impacted by a recent life event or you may have an accessibility impairment. Our staff have lots of experience serving customers with various needs and we would be delighted to help you.

  You can contact us on the numbers below.

  Department	Phone Numbers	Opening Hours
  Mortgages	01 611 3333	Monday to Friday 09:00 – 17:00
  Deposits	0818 365 254	Monday to Friday 09:00 – 17:00
  Credit Cards	0818 251 251 / 01 488 3028	Monday to Friday 09:00 – 17:00
  Lending	0818 200 334 / 0818 210 301	Monday to Friday 09:00 – 17:00

• How do I make a complaint? 

  If you have a complaint there are different ways you can contact us: 
   
  Over the Phone
  You can contact our team on 0818 200 365 or +353 1 404 4000 from outside ROI. 
   
  In Writing  
  Write to our Customer Complaints team at: 
  Bank of Ireland, Group Customer Complaints 
  Floor 1, Newlands Cross Business Centre 
  Clondalkin 
  Co. Dublin 
  D22 W324 
   
  Online
  Use our ROI digital form to log a complaint for a BOI Republic of Ireland account, product or service