Complaints procedure

We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.

If you want to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, the branch or part of the business involved, a summary of your complaint and any action already taken to deal with the issue.​​​​
 

Follow these steps

You can contact us as follows:

  • In person
    Visit any of our branches and talk to one of our team. You can find your nearest branch and its opening hours from our Branch finder.
  • Online
    Click on the
    'Complaints' link at the bottom of the page. On the Complaints page click on the 'Make a complaint' link and submit your feedback using our online form.
  • In writing
    You can write to us at Danske Bank, PO Box 2111, Belfast, BT10 9EG.
  • By phone
    You can call us on 0345 600 2882. When you call you’ll need to have your account information handy.
    (Lines are open between 8am and 8pm Monday to Friday and between 9am and 4.30pm on Saturdays and Sundays, except for bank holidays or other holidays in Northern Ireland when the bank is not open for business. We may record or monitor calls to confirm details of our conversations, and for training and quality purposes.)


One of our complaint handlers will make sure that your complaint is fully investigated and try to deal with the matter in a way you are satisfied with. We will deal with all complaints promptly and impartially (that is, in a fair and unbiased way).

We will try to resolve your complaint by the close of business on the third business day after receipt of the complaint. If your complaint is resolved within three business days you will receive a ‘summary resolution communication’ from us. The summary resolution communication will be in writing and will:

  • tell you that we consider your complaint has been resolved
  • give you information about referring your complaint to the Financial Ombudsman Service if you are dissatisfied

If we have not resolved your complaint by the close of business on the third business day after we receive your complaint, we will send you a letter acknowledging your complaint. This letter may also include our final response to your complaint. If we need more time to investigate your complaint, we will keep you informed of the steps we are taking to deal with it.

If your complaint is in relation to a payment service within 15 business days (or in exceptional circumstances by the end of 35 business days) and in all other cases, within eight weeks of receiving your complaint we will send you a letter explaining:

  • our final response or
  • why we cannot provide a final response yet, and when we expect to be able to do this
​​​

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