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Payments Council issues advice to customers impacted by NatWest, RBS and Ulster Bank issues

25 June 2012

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


For further information contact the Payments Council press office:
020 3217 8234/8340/8441/8251/8316/8368
Twitter: @paymentscouncil


About Payments Council
The Payments Council is the body with responsibility for ensuring that payment services work for all those that use them in the UK.  This unique role ensures that we listen to a wide range of stakeholders to drive innovation in payments and implement change so that individuals and businesses have access to payments for their current and future needs.  We are, by nature, a collaborative body so we work with the financial institutions in the payments industry as well as listening to the voices of our external stakeholders.The Payments Council has three core objectives: to have a strategic vision for payments and lead the future development of co-operative payment services in the UK; to ensure payment systems are open, accountable and transparent; and to ensure the operational efficiency, effectiveness and integrity of payment services in the UK. 

The Payments Council was set up in March 2007 and currently there are 31 members; the Board has 11 industry representatives, four independent Directors and an independent Chairman. The principal UK payment schemes – Bacs, CHAPS, Faster Payments and Cheque & Credit Clearing Companies, LINK ATM Scheme as well as the Belfast Bankers' Clearing Company Limited – have all entered into a contract with the Payments Council to set out their respective rights and duties. Under the contract, schemes are required to report regularly and the Payments Council Board is able to make decisions that are binding on scheme members in order to implement its strategy.  Payments Council also has 23 associate members.

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