Ulster Bank Announces Comprehensive Package Of Measures For Customers
Ulster Bank has today announced details of the comprehensive actions it is taking to provide full redress for customers affected by the bank’s technical incident. The package of measures is available to customers from Monday 3rd September and has been built on four core principles:
- Refunding all fees, charges and debit interest which may have been charged in error and correcting any credit interest owed as a result of the incident
- Reimbursing reasonable out of pocket expenses incurred as a result of the incident
- Reassuring customers that their credit rating will not be permanently affected
- Recognising the inconvenience caused with a range of proactive customer measures
We are already proactively refunding all fees, charges and debit interest which may have been charged in error and correcting any credit interest owed to Personal, SME and Corporate customers’ accounts as a result of this incident. This is happening automatically and we expect to have the majority of adjustments completed by the end of October 2012.
Our customers who have incurred reasonable out of pocket expenses as a result of this incident can now claim for these to be reimbursed and we will start processing these claims from Monday 3rd September. Information on how to do this is available to our customers through our website, branch network, telephony centre and we are also writing to our customers. Customers can send us their claim to our freepost address.
We will also pay an additional 20% on top of these expenses up to a maximum £100, to Personal and SME customers.
It will help if customers can back up their claim with any original paperwork for example, phone bills, bus tickets, travel receipts, bills or invoices.
We know that credit ratings are a significant concern to our customers and we continue to work with credit reference agencies to ensure that no customer's credit rating is permanently affected as a result of this incident. If a customer has concerns about their credit rating they should visit their local branch and speak to a member of staff or call us on 0800 231232 and we will facilitate a credit report for them, free of charge.
Recognising the Inconvenience Caused
We appreciate that the recent technical incident impacted on the day-to-day banking needs of our customers and in recognition of this inconvenience, we are implementing the following additional measures:
- An automatic one-off payment, which equates to an additional rate for 3 months of 0.06% Gross, 0.25% AER* (fixed) on the average daily balance between 1 September and 30 November 2012, for those Personal and SME customers with a savings account.**
- A 3 month waiver*** will apply to certain fees, charges and surcharge interest.
- - During the incident, we encouraged customers to visit an Ulster Bank branch to access their funds. In recognition of the inconvenience this caused, an automatic one-off payment of £20 has been made to those Personal current account customers who visited and transacted at a branch during the period of the incident (19 June – 18 July) more frequently than in the equivalent period before the incident (19 May – 18 June).
If a Personal current account customer has not incurred any reasonable out of pocket expenses or does not qualify for the £20 automatic payment for visiting and transacting at a branch more frequently during the period of the incident, yet has suffered inconvenience, we would also be happy to discuss that customer’s individual circumstances. Customers should speak to a member of staff in their local branch or call us on 0800 231232.
Customers of other banks:
For non Ulster Bank customers, fees, charges or interest that were incurred as a result of the incident will either not be applied or will be refunded directly by their own bank, where identified.
If customers are seeking reimbursement for reasonable out of pocket expenses they should contact their bank directly. Banks will use their usual complaint handling policies and procedures to investigate and respond to any claims arising from this incident.
If a customer of another bank has concerns about their credit rating as a result of this incident, they should contact their own bank who will facilitate a credit report for them free of charge.
Commenting on the customer redress programme Ulster Bank CEO, Jim Brown said:
“Once again, I apologise unreservedly to our customers and customers of other banks for the inconvenience this has caused and thank them for their patience as we worked to resolve this issue. We recognise that we have work to do to restore our customers’ trust in us and we believe that this is the first step in that direction. We have worked with our key stakeholders to ensure the additional measures which we are taking provide a comprehensive response to customer concerns and demonstrate our commitment to making amends.”
A provision of £28m has been made at a Group level for Ulster Bank costs arising from the technical incident. Given the scale of the impact on our customers, we expect that there will be additional costs over the coming months as we continue the process of putting things right.
The package of measures will be available to Ulster Bank customers from Monday 3rd September and in the interim, customers who are concerned about their individual circumstances and are seeking further information can go online, call into their local Ulster Bank branch or call us on 0800 231232, Monday – Saturday, 8am – 6pm. Business and Private customers should speak to their Relationship Manager or usual point of contact.
Full details are available on our website at www.ulsterbank.co.uk