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.
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
Other firms included in this report (if any): None
Period covered in this report:1 July 2019 to 31 December 2019
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||2.57 per 1000 accounts||N/A||2068||2101||45%||55%||20%||Other General Admin|
|Home finance||1.31 per 1000 balances outstanding||N/A||41||40||8%||92%||33%||Errors/not following instructions|
|Insurance and pure protection||1192.77* per 1000 policies in force||N/A||4158||4322||3%||83%||18%||Unsuitable advice|
|Decumulation & Pensions||N/A||0||1||1||0%||0%||0%||Unsuitable advice|
* Please note that 4098 of the 4158 Complaints in this section relate to historic PPI Complaints, ( PPI has not been sold since May 2009 ) and this is reflected in the high intermediation figure as detailed.