The five main retail banks in Ireland have agreed to a ‘common commitment of care’ for bereaved customers. The announcement was made by the Irish Banking Culture Board (IBCB).
This is the first collaborative announcement by the IBCB on behalf of the five retail banks in Ireland, namely Allied Irish Banks, Bank of Ireland, KBC Bank Ireland, Permanent TSB and Ulster Bank.
The commitment of care includes a dedicated phone line in each bank for bereaved customers. Significantly, the banks will help bereaved customers access any available funds of the deceased to cover the funeral costs.
The Common Commitment of Care for Bereaved Customers by IBCB member banks promise to:
Have dedicated bereavement phone lines,
- Support customers throughout the process, treating them with empathy at all times,
- Make information available through the banks’ websites and the IBCB website,
- Assist customers in accessing available funds in accounts to cover funeral costs,
- Use plain English and explain any necessary technical terms,
- Make every effort to suppress marketing materials addressed to the deceased, and
- Make the process as efficient as possible, and continually review and improve the process.
