Hello KBC Customers

Frequently Asked Questions:

Please note: In our FAQs you will see us refer to our “legal transfer date” and our “service transfer date”. Our legal transfer date is the date KBC will transfer legal ownership of your account(s) to BOI, a date no earlier than Friday, 3 February 2023. Our service transfer date is the date we’ll move your account(s) to BOI systems. Depending on the type of account(s) you hold with KBC, the service transfer date will differ. Please visit our product FAQ pages to see service transfer dates that are relevant for you.

• What is the latest update on the transfer from KBC to Bank of Ireland?

  The Minister of Finance has instructed that the Ministerial order confirming his approval of the Transfer be drafted. Subject to the completion of the remaining procedural steps, the Transfer will now be proceeding.

  See the latest announcement from KBC

• When is my account(s) transferring to Bank of Ireland?

  KBC will transfer legal ownership of your account(s) to BOI on Friday, 3 February 2023. We call this the “legal transfer date”.

  When we move your account(s) to our BOI systems this is called the “service transfer date”. From the service transfer date, BOI will manage and service your account(s).

  Depending on the type of account(s) you hold with KBC, the service transfer date will differ. Please visit our product FAQ pages to see service transfer dates that are relevant for you:

  • Mortgages
  • Credit Cards – This update will be available on 23 November 2022
  • Loans – This update will be available on 29 November 2022
  • Deposits – This update will be available on 01 December 2022

• What communications can I expect to receive from Bank of Ireland?

  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 is our Data Privacy Notice and Terms of Business.
  2. Our second communication outlines terms and conditions and/or operational changes that may apply to your account(s) when they transfer to BOI. Please note: Additional cardholders attached to personal credit card accounts, will not receive this communication.
  3. Our third communication will explain any actions you may need to take to ensure your account(s) is ready to use upon the transfer of your account(s) to BOI.
  4. Our fourth and final communication will confirm the legal transfer date and service transfer date, and explain any actions you need to take once your account has transferred to BOI.

• 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?

  Mortgage, credit card, and personal and commercial loan customers don’t need to take any action at this point in time. We’ll let you know in our third communication any actions you may need to take to ensure your account(s) is ready to use upon the transfer of your account(s) to BOI.

  Deposit customers with a KBC Regular Saver account will need to fill out our direct debit form so we can collect a monthly amount to be paid to your BOI Regular Saver account. The link to the form will be available in early December when you will receive a communication from us letting you know that you can set it up.

• I am a BOI current account customer; can I switch my KBC account(s) over to BOI now?

  If you decide to move your KBC account(s) to BOI now before the transfer, you will come into BOI under our current product T&Cs and not the T&Cs set out for KBC customers transferring to us on the service transfer date (a date no earlier than Friday, 3 February 2023).

  Please view our product specific FAQ pages to find out what’s changing and what’s staying the same when your account(s) transfers to BOI. (If you take action to move any KBC products to BOI before the transfer date, the BOI terms and conditions will apply once you make the move).

  • Mortgages
  • Credit Cards – This update will be available on 23 November 2022
  • Loans – This update will be available on 29 November 2022
  • Deposits – This update will be available on 01 December 2022

• 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.

• Will I suffer any penalties if I move to another banking provider instead of BOI?

  KBC or BOI will not apply any penalties if you choose to move your account(s) to another banking provider before your account(s) transfer to us. However, any benefits that you would have maintained by moving from KBC to BOI may be lost if you move to another banking provider instead of BOI.

  Please note: If you repay your KBC mortgage loan early or you break out of a KBC fixed term deposit early, you may need to compensate KBC for any broken funding loss it suffers (this is sometimes called a breakout fee or break funding fee). Please check this with KBC if you are considering doing so.

• I have moved my current account to BOI already, will my other KBC products link to my current account?

  Deposit account/ Personal loan customers – You will need to add your deposit and personal loan accounts manually to your current account through 365 online or through our Bank of Ireland App. Once added you’ll have access to view and manage all your accounts through your 365 online profile. We will provide guidance to you on how to do this in a future communication.

  Commercial loan customers – You will not have online access to your commercial loan account(s). You will be provided with contact details for Bank of Ireland so you can request details about your outstanding balance at a time that suits you.

  Personal credit card customers – If you have an existing current account, your new BOI credit card will automatically be added to it.

  You can also phone our contact centre or drop into one of our 169 branches with any queries on your account(s) when they transfer to Bank of Ireland.

• I am an existing BOI Customer – will I get a new account number(s)?

  If you are an existing BOI account holder your BOI account number(s) will remain the same. Once your KBC account(s) transfer to us you will receive a new BOI account number(s) for that transferring account(s).

• 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.

• What if I don’t want to accept BOI’s operational and / or terms and conditions (T&Cs) changes when my account(s) transfers?

  We appreciate that you may not want to accept BOI’s operational and or T&Cs changes. If this is the case, you’ll need to make arrangements with KBC to close your KBC account before the service transfer date. The service transfer date will be no earlier than 03 February 2023. We’ll write to you shortly after the service transfer date to confirm when it occurred. If you do not close your account before you get a communication confirming the service transfer date, we’ll take this to mean that you have accepted BOI’s operational and or T&Cs changes.

  Depending on the type of account(s) you hold with KBC, the service transfer date will differ. Please visit our product FAQ pages to see service transfer dates that are relevant for you:

  • Mortgages
  • Credit Cards – This update will be available on 23 November 2022
  • Loans – This update will be available on 29 November 2022
  • Deposits – This update will be available on 01 December 2022

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

  If you’ve a question about your KBC account(s) you can contact KBC Customer Services directly on 1800 93 92 44 Mon-Fri 8am-8pm; Saturday and Sunday 9am-5pm.

• 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 Bank of Ireland’s KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or + 353 1 250 0305 (if calling from outside Ireland), if you have any questions.

• 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

Data Privacy Notice FAQs

Please read our FAQs below for any questions you may have on how BOI will hold and use your data to prepare for the transfer.

Please note: In our FAQs you will see us refer to our “legal transfer date” and our “service transfer date”. Our legal transfer date is the date KBC will transfer legal ownership of your account(s) to BOI, a date no earlier than Friday, 3 February 2023. Our service transfer date is the date we’ll move your accounts(s) to BOI systems (a date on or after the legal transfer date). Depending on the type of account(s) you hold with KBC, the service transfer date will differ. We will update you further on the legal and service transfer dates in our next communication in the coming weeks. 

• What is this DPN letter about/why did I receive it?

  You recently received a communication from KBC and BOI letting you know that KBC will transfer legal ownership of mortgage, deposit, personal credit card, and personal and commercial loan accounts to BOI on a date in early 2023 (the legal transfer date).

  This means BOI will take over the management and servicing of your account(s). This will happen from the service transfer date (a date on or after the legal transfer date). Depending on the type of account(s) you hold with KBC, the service transfer date will differ.

  You received this letter and Data Privacy Notice brochure to let you know how BOI will hold/use your personal data and keep it secure when your account(s) transfer over to BOI.

  This communication also contains a copy of our Terms of Business which sets out the general terms under which we provide financial services to you.

• Why didn’t I get my DPN letter/brochure by post? How do I request another copy of this letter?

  We apologise if you did not receive this communication. It could be that we do not have up-to-date contact information for you.

  If you would like to download a copy of the Data Privacy Notice and Terms of Business brochure, please use the links below:
  Data Privacy Notice
  Terms of Business Brochure

  If you would like a copy of the letter and Data Privacy Notice sent to your address, please contact us directly at our KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or +353 1 250 0305 (if calling from outside Ireland).

  Please Note: If your contact details are not up to date, you’ll need to contact KBC Customer Services directly on 1800 93 92 44 Mon-Fri 8am-8pm; Saturday and Sunday 9am-5pm and request to update your details to ensure that the correct information is sent to you at each step of the journey before, during, and after the transfer of accounts.

• Why do you have my data if my accounts are not with BOI yet?

  To ensure the safe and smooth transition of your account(s) to us, KBC has shared some of your information with us in advance of the legal transfer date (a date in early 2023) of your account(s).

  The reasons for your information being shared at this time is to enable us to: (a) contact you in advance of the transfer to ensure important information in relation to the transfer (e.g. any actions you need to take) is sent to you. (b) Comprehensively test and prepare our systems and operations to ensure that your account(s) operate correctly when they transfer to us.

  These activities include:

  • BOI systems testing – ensuring our systems do what they’re designed to do with your data
  • Customer matching – ensuring, where relevant, that KBC customers with an existing BOI account are identified (e.g. you may already have online banking services with BOI)
  • Communications preparation testing – ensuring we have the correct customer contact details to send the right communications to the right people at the right time
  • Account opening activities – ensuring that we are correctly assigning newly generated BOI account numbers to former KBC customer accounts
  • Set up of online banking profiles – this process requires advance preparation including the set-up of accounts before the transfer

• Will BOI make sure my data is secure as part of the transfer? I don’t want to be a victim of fraud.

  We gather and process your personal data in compliance with data protection law and will make sure your data is secure as part of the transfer.

  We’ve put robust security and confidentiality controls in place to ensure your data remains safe and secure during this process.

  Please note: Fraudsters take advantage of periods of change, so they may call, text, or send emails to you. Fraudsters can insert a fake text into a thread of genuine Bank of Ireland messages, so always be careful. If something doesn’t seem right, don’t click and don’t reply. If someone calls you asking for your banking details, hang up.

  Your best protection is the fact that Bank of Ireland will never text or email you with a link asking for your one-time-passcode, your full 365 PIN or your full online banking login details.

• What if I do not wish to share my personal data with BOI at this time?

  We appreciate that you may not want to have your personal data shared with BOI at this time. It is important that BOI comprehensively test your personal data relating to your account(s) to ensure the safe and smooth transition of your account(s) to us. If we do not carry out this testing it could result in service disruption when your account(s) transfers to BOI.

  If you have any concerns regarding how BOI process your personal data, please contact us at our KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or +353 1 250 0305 (if calling from outside Ireland).

• The address/ name on this letter is misspelt/incorrect I need this changed.

  You’ll need to contact KBC Customer Services directly on 1800 93 92 44 Mon-Fri 8am-8pm; Saturday and Sunday 9am-5pm and request to update your details to ensure that the correct information is sent to you at each step of the journey before, during, and after the transfer of accounts.

• How do I request a copy of all my data KBC have sent to BOI?

  Please contact us at our KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or +353 1 250 0305 (if calling from outside Ireland) and we can send you a copy of all the personal data KBC have sent to us that relates to you.

Get Support

Who can I contact if I have a question?

Please continue to contact KBC as you usually would if you have any questions about your account(s) or the transfer.

Bank of Ireland also have a dedicated team to help you with your queries and support you before, during, and for a period after your account has transferred to us.

If you’ve a question about any of our communications you have received, please don’t hesitate to contact Bank of Ireland’s KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or +353 1 250 0305 (if calling from outside Ireland). You may also contact our KBC Transition Support team through our WebChat service available 9:15am to 4:30pm Monday to Friday (ROI only) (excludes bank holidays).