HY23 Interim Results Announcement

Digitalisation supporting simpler business and stronger relationships Complaints falling Bank of Ireland H118 H119 H120 H121 Complaints¹ Active digital users H122 H123 Customer satisfaction² increasing H221 H122 H222 H223 CES RNPS 1 Complaints per thousand customers, monthly 2 Customer satisfaction as measured by RNPS (Relationship Net Promoter Score) and CES (Customer Effort Score) metrics 3 Customer base refers to Retail Ireland active customers; Complaints refers to Retail Ireland and NIAC 4 Reduction in per unit customer service costs • Active digital customer base increased by c.60% since 2018 • 79% of current account customers digitally active • Customer base is increasing (+7% y/y) while complaints are falling (-7% y/y and -50% since 2017)³ Average product holding is increasing (new to bank customers +14% since Jan 2022) Customer satisfaction remains at highest ever level - Relationship Net Promoter Score +7pts in H123 - Customer Effort Score +7pts y/y Everyday Banking cost-to-serve -6% y/y4 8

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