In response to last week’s internal IT systems issues at NatWest, RBS and Ulster Bank, the Payments Council continues to ensure that central payment systems remain unaffected, and is working with the Royal Bank of Scotland Group to ensure that the backlog of payments is processed as quickly as possible.

 

To help all those customers and businesses impacted by this highly exceptional incident, the Payments Council Board today agreed how banks and building societies will help ensure their customers are not out of pocket.

 

If you have been impacted:

In the first instance speak to your own bank or building society. They will help resolve things as quickly as possible.   If your situation is complicated it may need to be assessed on a case by case basis, but banks and building societies have pledged to do this as quickly as possible.   You should keep a note of any contact you have made or any documentary evidence showing how you have been impacted, in case it is required.   If you don’t get the help you expect you should ask to follow your bank’s formal complaints procedure - failing this you can escalate your complaint to the impartial Financial Ombudsman. 

 

Adrian Kamellard, Payments Council Chief Executive comments:

“We know this issue impacts other businesses and customers - not just those of RBS Group - and that’s why it’s so helpful that banks and building societies have today all agreed with the Payments Council to help customers who are out of pocket as quickly as possible.”

 

The Payments Council will be reviewing this incident to ensure any lessons can be learnt.  

 

Please refer to the RBS Group external website for regular updates on the status of the technical issues www.rbs.com.