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 here.

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.

As part of our commitment to be open and transparent we have published details of all complaints that we have received and closed from 1 January 2017 to 31 December 2017. ​​​

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 July 2017 – 31 December 2017

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 3 per 1000 accounts
N/A
2418
2387
59%
41%
12%
Disputes over sums/charges
Home finance 1.45 per 1000 balances outstanding
N/A
39
44
14%
86%
20%
Errors/not following instructions
Insurance and pure protection N/A
16320.70 per 1000 policies sold*
5598
6245
5%
95%
60%
Unsuitable advice
Decumulation & Pensions N/A
100 per 1000 policies sold
1
0
0%
0% 0% N/A
Investments N/A 71.43 per 1000 sales or equivalent transactions
19 18
17%
83%
0%

Other general admin/customer service

Credit Related N/A N/A
45 47
N/A
N/A 9%
N/A
Supporting Notes:

* Please note that 5578 of the 5598 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.

 

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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