Complaint Reports

Customer experience is very important to us at Danske Bank and we are committed to delivering an exceptional level of service to all our customers.

There may be times when we do not meet our customers’ expectations to the full. If this happens we would like you to tell us what has gone wrong and give us the opportunity to put things right.

It is straightforward to make a complaint, you can make your complaint verbally or in writing to any of our branches or Head Office. Alternatively you can submit a complaint with us.

You don’t need to use a Claims Management Company (CMC) who may typically charge an upfront fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a CMC, so by coming direct you will not be disadvantaged.

We will investigate your complaint thoroughly and fairly. We will make every effort to deal with your complaint promptly and in a way that satisfies you. We will be open and honest in our dealings with you because we want to resolve your complaint and give you a better level of service.

Every 6 months we publish the number of complaints we’ve received for the previous half year in line with FCA regulations. Our complaints data is also used to help us to learn from past mistakes enabling us to take action to do things better and strive to always deliver fair outcomes for our customers.

Complaints Publication Report

Firm Name: Northern Bank Limited

Group: N/A

Other firms included in this report (if any): None

Period covered in this report: 1 January 2020 to 30 June 2020

Brands/trading names covered: Danske Bank

Product / Service Grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but within 8 weeks % upheld Main cause of complaint
Banking and credit cards 2.01 per 1000 accounts N/A 1624 1682 64% 36% 20% Other General Admin
Home finance 1.59 per 1000 balances outstanding N/A 51 53 21% 79% 30% Errors/not following instructions
Insurance and pure protection 34.98 per 1000 policies in force N/A 115 88 76% 24% 73% Unsuitable advice
Decumulation & Pensions N/A 0 0 0 0% 0% 0% Unsuitable advice
Investments N/A 0 8 7 14% 86% 0% Unsuitable advice
Credit Related N/A N/A 79 83 N/A N/A 10% N/A

Putting Things Right for You

If you are not happy with any aspect of our service you can follow our internal complaint handling procedures online or by contacting your branch.

Complaints Procedure