Our Complaint process

14.07.2025

We’re committed to offering our merchants with the best customer service we can provide. If you’re unhappy with our service, we want to hear about it so that we can put things right.

We aim to handle your complaint in a fair, considerate and timely manner. Once we receive your complaint, a member of our Complaints Team will be in touch with you by phone to ensure we understand why you’re dissatisfied and how best we can resolve the issue. We then consider the facts of your complaint based on the evidence available to us so that we can arrive at a fair conclusion.

Making a complaint with AIBMS

You can let us know about your complaint in any of the following ways:

Online – Complaints can be submitted though our online portal available through the following link (LINK)

By phone – In reaching out to us by phone, our helpdesk will try to resolve your issue straight away. If this cannot be completed to your satisfaction, you will have the option to record your complaint verbally. Please use the phone number applicable to your region:

ROI – 0818 021 062

NI – 0371 200 1437

GB – 0371 200 1436

Written correspondence – We can be reached by post using our PO box or Head office. Posted submissions should be made for the attention of the AIBMS Complaints Team.

ROI – PO Box 12026 Dublin 4

UK – PO Box 288 Lowton Way, Sheffield, S98 1SA

ROI Head Office – 10 Hanover Quay, Dublin Docklands, Dublin 2, D02 A3W8

UK Head Office – Janus House, Endeavour Drive, Basildon, Essex, UK, SS14 3WF

By Email – If you would like to record your complaint by email, please use our email address to
AIBComplaints@aibms.com.

Next Steps / active complaints

Once we receive your complaint, we will investigate the events which led to your complaint. We aim to resolve complaints as quickly as possible however if we are unable to do this within five (ROI) three (UK) working days of receiving your complaint, we’ll write to you to formallyacknowledge your complaint.

As part of the acknowledgement letter, we’ll provide you the contact details of the individual responsible for resolving your complaint and a reference number for your case. We encourage our merchants to let us know if they have any additional concerns or issues to address as part of their complaint so that we don’t miss anything.

In this letter, we will let you know when we expect to have an update on your complaint. The latest we aim to address our complaints is fifteen working days from when they were first made.

Some complaints take longer to address than others and if we’re unable to resolve your complaint by working day fifteen, we’ll write to you again letting you know that we’re still looking into your complaint and when you can expect to hear from us again, being no longer than working day thirty-five.

After we have reviewed all points considered as part of the complaint, we’ll send you a Final Response Letter. This is a summary of the complaint, what we have found, the effects of our actions and what we’ve done to fix any issues you have asked us to look in to.

Complaints Process

Once we receive your complaint, we’ll review the details and begin our investigation. We aim to resolve complaints as quickly as possible. If we can’t do this within five working days (ROI) or three working days (UK), we’ll send you a formal acknowledgement.

This acknowledgement will include:

The contact details of the person handling your complaint
A reference number for your case
When you can expect your next update

If you have any additional concerns, please let us know so we can address everything together.

We aim to resolve complaints within 15 working days of receiving them. If more time is needed, we’ll update you by day 15 and let you know when you can expect a final response—never later than 35 working days.

Once our review is complete, we’ll send you a Final Response Letter summarizing:

Your complaint
Our findings
Any actions we’ve taken to resolve the issue

If you are still dissatisfied / If we cannot resolve your complaint.

We will do our best to address any concerns you’ve let us know about, however if you are unhappy with our response letter to your complaint or if you feel that we have missed anything,we want to know about it. You can use the contact information in this letter to get in touch with us. Please quote the complaint reference number in any correspondence so that we can reply to your query without any delay.

If you remain dissatisfied with our response, you have the right to raise your complaint with the Financial Services and Pensions Ombudsman (FSPO) (ROI) / Financial Ombudsman Service (FOS) (UK). They will seek a copy of our Final Resolution Letter to your complaint to open your complaint. You can contact the FSPO through the following options: