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| Version 10 | Version 11 |
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| RBS to compensate customers after accounts disrupted | RBS to compensate customers after accounts disrupted |
| (about 3 hours later) | |
| The Royal Bank of Scotland (RBS) group has said it will compensate customers who experienced disruption to their banking services overnight. | The Royal Bank of Scotland (RBS) group has said it will compensate customers who experienced disruption to their banking services overnight. |
| Customers at RBS, NatWest and Ulster Bank faced problems with online and phone banking, cash withdrawals and debit card payments at on Wednesday evening. | Customers at RBS, NatWest and Ulster Bank faced problems with online and phone banking, cash withdrawals and debit card payments at on Wednesday evening. |
| There were reports of some customers having their cards "swallowed" at cash points. | There were reports of some customers having their cards "swallowed" at cash points. |
| RBS said services have been restored. | RBS said services have been restored. |
| However, some customers said they still could not access their accounts. | However, some customers said they still could not access their accounts. |
| RBS has blamed the problem on a computer malfunction, but was not able to give further details. | RBS has blamed the problem on a computer malfunction, but was not able to give further details. |
| "This problem was caused by a hardware fault and was not related to the issues we experienced last summer. It was much easier to fix, though clearly an unacceptable failure," said a spokesperson. | "This problem was caused by a hardware fault and was not related to the issues we experienced last summer. It was much easier to fix, though clearly an unacceptable failure," said a spokesperson. |
| It is thought the problem originated in the UK. | It is thought the problem originated in the UK. |
| Last summer millions of RBS customers were unable to access their accounts for an extended period, because of a software issue. | Last summer millions of RBS customers were unable to access their accounts for an extended period, because of a software issue. |
| Compensation | Compensation |
| Account holders wanting compensation are being asked to contact the bank. "We will look at it on a case-by-case basis," said a spokesperson at the bank's Edinburgh headquarters. | Account holders wanting compensation are being asked to contact the bank. "We will look at it on a case-by-case basis," said a spokesperson at the bank's Edinburgh headquarters. |
| One customer, Darren Reuben, has already been compensated by NatWest. | One customer, Darren Reuben, has already been compensated by NatWest. |
| He had to get someone else to pay for his dinner at a restaurant on Wednesday evening. | He had to get someone else to pay for his dinner at a restaurant on Wednesday evening. |
| He was first of all offered £30 in compensation, and when he declined, he was then offered £70, to cover the embarrassment caused. | He was first of all offered £30 in compensation, and when he declined, he was then offered £70, to cover the embarrassment caused. |
| "It was paid into my account straight away," he told the BBC. "While it was embarrassing, they did me a good turn." | "It was paid into my account straight away," he told the BBC. "While it was embarrassing, they did me a good turn." |
| RBS is asking anyone affected to call them and explain the difficulties they experienced. | RBS is asking anyone affected to call them and explain the difficulties they experienced. |
| "Any customer who was left out of pocket due to this outage should get in touch so we can put things right for them," said a spokesperson. | "Any customer who was left out of pocket due to this outage should get in touch so we can put things right for them," said a spokesperson. |
| 'Disappointed' | 'Disappointed' |
| The bank, which has 25 million customers in the UK, has apologised to those affected. | The bank, which has 25 million customers in the UK, has apologised to those affected. |
| "We are disappointed that our customers have faced disruption to banking services for a period yesterday evening, and apologise for that." | "We are disappointed that our customers have faced disruption to banking services for a period yesterday evening, and apologise for that." |
| The bank is insisting that all of its services are now back to normal, apart from some "isolated incidents". | The bank is insisting that all of its services are now back to normal, apart from some "isolated incidents". |
| However, some customers, including Steve Kitchen from Manchester, said their problems had still not been fixed by 10am on Thursday. | However, some customers, including Steve Kitchen from Manchester, said their problems had still not been fixed by 10am on Thursday. |
| "I'm awaiting a further update call. It's a shambles!" he said. | "I'm awaiting a further update call. It's a shambles!" he said. |
| Previous problems | Previous problems |
| In June 2012, 16 million customers of RBS, NatWest and Ulster bank had difficulties with cash withdrawals, phone and online banking and debit cards, which the bank blamed on a software update. | In June 2012, 16 million customers of RBS, NatWest and Ulster bank had difficulties with cash withdrawals, phone and online banking and debit cards, which the bank blamed on a software update. |
| It said there had been an error in its Edinburgh office, involving the maintenance of its systems. | It said there had been an error in its Edinburgh office, involving the maintenance of its systems. |
| At the time of last year's incident, Stephen Hester, the chief executive of RBS, said: "We have to learn lessons from what went wrong here and try to make (such failures) less likely in future." | At the time of last year's incident, Stephen Hester, the chief executive of RBS, said: "We have to learn lessons from what went wrong here and try to make (such failures) less likely in future." |
| The disruption was one reason why Mr Hester declined to accept part of his annual bonus. | The disruption was one reason why Mr Hester declined to accept part of his annual bonus. |
| In total, £125m was paid out to customers in compensation last year, and branch opening hours were extended to help customers who experienced difficulties. | In total, £125m was paid out to customers in compensation last year, and branch opening hours were extended to help customers who experienced difficulties. |
| What went wrong? | What went wrong? |
| Beyond describing it as a "hardware" issue, RBS has not yet been able to explain why its systems failed. | Beyond describing it as a "hardware" issue, RBS has not yet been able to explain why its systems failed. |
| But some analysts are critical about the age of some of the bank's IT facilities. | But some analysts are critical about the age of some of the bank's IT facilities. |
| "We just have a lot of legacy systems out there," said Frances Coppola, a former RBS employee and an independent banking analyst. | "We just have a lot of legacy systems out there," said Frances Coppola, a former RBS employee and an independent banking analyst. |
| "Some of those systems haven't been replaced for a long time," she said. | "Some of those systems haven't been replaced for a long time," she said. |
| But some accuse RBS of taking its eye off the ball. | But some accuse RBS of taking its eye off the ball. |
| "The bank has given too much priority to grand schemes and acquisitions, rather than running a day-to-day bank," said Alastair Winter, chief economist at Daniel Stewart Securities. | "The bank has given too much priority to grand schemes and acquisitions, rather than running a day-to-day bank," said Alastair Winter, chief economist at Daniel Stewart Securities. |
| Any customers still experiencing difficulties are being asked to call 0845 7242424 if an RBS customer or 0845 7888 444 if a NatWest customer. | Any customers still experiencing difficulties are being asked to call 0845 7242424 if an RBS customer or 0845 7888 444 if a NatWest customer. |