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: 01 July 2023 to 31 December 2023

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 1.64 per 1000 accounts N/A 1386 1456 52% 48% 36% Other General Admin
Home finance 3.39 per 1000 balances outstanding N/A 111 131 14% 86% 49% Other General Admin
Insurance and pure protection N/A N/A 1 1 100% 0% 0% Errors/not following instructions
Decumulation & Pensions N/A 0 0 0 0% 0% 0% N/A         
Investments N/A 0 1 1 0% 100% 0% Product disclosure information
Credit Related N/A N/A 57 60 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
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