2020 Results Announcement

Customers at the core of our response to COVID-19 Customers Relationship NPS1 improved by +5 points in 2020 vs. 2019 Bank of Ireland 2020 Results Announcement Payment Breaks - better than expected outcomes Active payment breaks - 94% now concluded² with modest arrears migration evident Overall RNPS Score Top 3 Drivers of RNPS score 7 100k 90k 6 ↑ 5pts 80k 5 70k ↑ 4% ↑ 4% 60k 4 ↑ 3% 50k 3 40k Feb 2020 30 DPD 2 30k 20k 3.0% of all balances³ 1 10k 0 Relationship NPS Easy to deal with Genuinely care about their customers Good reputation Apr 20 Dec 2020 > 30 DPD 3.0% of all balances³ • Financial Wellbeing Index at 66 (+5 vs. Feb 2019) Customer complaints fell by 22% vs. 2019 in Ireland Various lending supports provided, including: Additional €1bn in funding for Sustainable Finance Fund Online application portal launched under €2bn Irish Credit Guarantee Scheme to ensure quicker access for SMEs Launched simple monthly fee for Personal Current Accounts (PCA), replacing 26 separate charges Launched nationwide fraud awareness campaign and additional Vulnerable Customer supports Rated best provider for supporting bereaved customers through probate amongst all UK banks Jul 20 Oct 20 Active payment breaks Jan 21 c.100k initial 3 month payment breaks to personal and business customers in Ireland and UK 94% of payment breaks have now concluded - - 97% of these have returned to pre-COVID-19 terms 3% have had further forbearance measures approved 6% of payment breaks remain in place Minimal arrears and NPE migration evident in concluded payment breaks so far; c.4% of concluded payment breaks have become 'new' arrears4 Proactive early engagement continues RNPS = Net Promoter Score measuring customer loyalty; difference between % of promoters vs. % of detractors 2 As at 12 February 2021 3 Retail customers in Ireland and UK, arrears on all balances, payment break and non-payment break 4 Balances now categorised as arrears that were not previously in arrears prior to payment breaks Bank of Ireland 6

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