Hello KBC Customers

Frequently Asked Questions:

• Have my KBC account(s) transferred to Bank of Ireland yet?

  Yes, 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 is now complete (the service transfer).

  Welcome to BOI, we look forward to supporting you with all of your financial decisions.

• 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.

• 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 will be different actions for you to take now. 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 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). From 4 February to 25 March our support team will be available on Saturdays 10am-2pm, including the 6 February bank holiday from 10am-2pm.

  For general queries you may also contact our KBC Transition Support team through our WebChat service (see the widget on the right hand side of the screen) available 9:00am to 5:00pm Monday to Friday (ROI only) (excludes bank holidays).

• 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

Get Support

Who can I contact if I have a question?

Bank of Ireland has a dedicated team to help you with your queries.

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). From 4 February to 25 March our support team will be available on Saturdays 10am-2pm.

For general queries you may also contact our KBC Transition Support team through our WebChat service (see the widget on the right hand side of the screen) available 9:00am to 5:00pm Monday to Friday (ROI only) (excludes bank holidays).