Welcome to…

Takis Apostolopoulos

Topics

• Introduction to BOI

• A general overview of banking

• Online banking in a nutshell

• Day to day banking terminology

• Highlights

COMPANY OVERVIEW

“Bank of Ireland is a diversified Financial

Services Group established in 1783 by Royal

Charter. A traditional, relationship-driven retail

and commercial bank with a conservative

business philosophy.”

We have a clear and compelling strategy to:

• Support our customers

• Strengthen our capital

• Continue to fund our balance sheet effectively

• Actively manage our credit risks

• Rigorously manage our cost

Our History

• 1783 - Bank of Ireland first opens its doors to the public at Mary's Abbey, Dublin

• 1827 – There are seven branches located in Cork, Waterford, Clonmel, Newry, Belfast, Londonderry and Westport

• 1883 - The branch network grows to 58

• 1920 - The branch network grows to 75

• 1922 - The Bank is officially appointed official banker to the Irish Government.

• 1980 - The first PASS ATM is launched

• 1990 - The Group issues Visa Cards for the first time

• 1996 - Banking 365 Telephone Banking is launched

• 1997 – Banking 365 Online banking is launched

• 2009 – €3.5 billion recapitalisation received from Irish Government

• 2010 - European Commission approves the Bank of Ireland’s Restructuring Plan

Our Current Status

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BOI AIB TSB ANGLO IRISH

Percentage of Bank nationalisation after the bailout

Bank of Ireland margins up as refinancing plans boosted

• DUBLIN, Nov 1 (Reuters) - Bank of Ireland's net interest margin continued to grow in the third quarter and analysts welcomed clarification from a regulator over the refinancing of 1.8 billion euros ($2.5 billion) of state preference shares.

• The 15 percent state-owned bank, the only Irish lender to

escape nationalisation after a huge property crash, is recovering far quicker than rivals that are hampered by larger loan losses and weaker margins and will be slower to emerge from state bailouts.

Source: http://www.reuters.com/article/2013/11/01/bankofireland-idUSL5N0IM23G20131101

Richie Boucher

Group Chief Executive

Appointed to the Court in October 2006 and appointed Group Chief Executive in February 2009. Joined Bank of Ireland Group as Chief Executive, Corporate Banking in December 2003 from Royal Bank of Scotland. He was appointed Chief Executive, Retail Financial Services Ireland in January 2006. He is a past President of the Institute of Bankers in Ireland (2008) and of the Irish Banking Federation (2006).

Our Differentiation At Bank of Ireland, we are committed to ensuring that our customers feel the difference when they interact with us. This relentless focus on the Customer is underpinned by our commitment to delivering a differentiated customer experience through the development of a series of service and channel enhancements including:

• Complaint Management at BOI • Supporting Business • Commitment to Service

Complaint Management at BOI • A dedicated complaints function within Bank of Ireland is focused

on placing the customer at the heart of everything we do to manage and resolve complaints. We believe that complaints give us a unique and valuable insight into the experiences of our customers. We have developed, and will continue to develop, better ways of working so we can learn from the complaints we receive and provide our customers with the best service possible.

• When we receive a complaint, we will listen to you and understand the issue. We will then carry out a prompt, thorough and fair investigation. We endeavour to put things right first time and we will tell you what we are doing to achieve this. Whatever the outcome of a complaint, we will explain why we have reached that decision and offer assistance to you in any way we can.

To help you put these figures into context: • 96% of customers who complained to us were satisfied with the

way we handled their complaint and chose not to refer the matter to the Financial Ombudsman Service for independent adjudication

• On 73% of the cases that the Financial Ombudsman Service adjudicated on, they concluded that the outcome reached by Bank of Ireland (UK) plc was fair^

• On average, Bank of Ireland upholds 26.6% of all complaints we receive. This figure includes PPI complaints where no policy was sold (which accounts for almost 75% of all PPI complaints made to Bank of Ireland). If these complaints were excluded, our uphold rate would be 38.6%.

• ^ Source: Financial Ombudsman Service, February 2013

Supporting Business

• Business Events: www.allaboutbusiness.ie

• Enterprise Lounge: A new facility on Grafton Street for business customers.

• Enterprise Builder: A new indepented business support service

Commitment to Service

• Customer Careline: Our aim is to provide the highest level of service to our customers. However, if at any stage we do not meet your expectations we would like to hear from you. Our promise is to endeavour to resolve your issue quickly and to your satisfaction. Call us on 1850 753 357

Our Business

• Personal Banking 365 Online

• Corporate Banking The Markets App

• Business Banking Business Online

• Savings Accounts

• Credit Cards

• Money Transferring

• Direct Debits

• Mortgages

• Loans

• Pension Plans

• Financial Products

• Domestic Payments

• International Payments

• Business Loans

• Farm Loans

• Insurance

• Business Consulting

• Online Banking

• And many more…

What is Banking? “The business conducted or services offered by a bank”

What is Business Online?

• Banking 24/7 from your PC

• A quick and convenient way to bank

• Secure online transactions

• Domestic and International funds transfers

• Direct debits

• Salary payments

• And many more…

Banking terms • Funds: Money • Beneficiary: Receiver of funds • Beneficiary Bank: The bank of the beneficiary • BCNR: Beneficiary Claiming Non Receipt When the beneficiary claims that the

funds have not been credited to their account • Book a rate: When someone books the rate of the currency exchange for the funds

transfer he/she wants to make in advance • Value Date: Is the day the funds hit the beneficiary’s account • Cut Off Times: The deadline for domestic and international transactions • EFT: Electronic Funds Tranfer • BACS: Bankers Automated Clearing Services • CHAPS: Clearing House Automated Payments • SDMT: Same Day Money Transfer • BIC: Branch Identification Code • IBAN: International Bank Account Number • SEPA: Single Euro Payment Area

Funds

Highlights • The Bank of Ireland is one of the oldest banks • BOI was the first to introduce online banking • BOI follows a traditional way of doing business • Only 15% of the bank belongs to the government • BOI strategically focuses on customer satisfaction • Banking is not only about savings accounts • Online Banking helps businesses • SEPA requires IBAN and BIC for funds transfers • SEPA will be implemented fully on the 14th February