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| Version 6 | Version 7 |
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| RBS may compensate customers after accounts disrupted | RBS may compensate customers after accounts disrupted |
| (35 minutes later) | |
| The Royal Bank of Scotland (RBS) group has said it may compensate customers who experienced disruption to their banking services overnight. | The Royal Bank of Scotland (RBS) group has said it may 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 about 2200 GMT. | Customers at RBS, NatWest and Ulster Bank faced problems with online and phone banking, cash withdrawals and debit card payments at about 2200 GMT. |
| 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 all services had returned to normal at 0100 GMT. | RBS said all services had returned to normal at 0100 GMT. |
| However, some customers said they still could not access their accounts until later on Thursday morning. | |
| 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. |
| The latest disruption follows an earlier failure last summer, when services were disrupted over several weeks. | |
| '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 services are now back to normal, apart from some "isolated incidents." | The bank is insisting that all services are now back to normal, apart from some "isolated incidents." |
| Earlier customers took to social networking sites to complain about the problems. | Earlier customers took to social networking sites to complain about the problems. |
| Stuart Keel said on Twitter: "No cards accepted, apps or online banking working across the country. I found out the hard way, declined in Asda!" | Stuart Keel said on Twitter: "No cards accepted, apps or online banking working across the country. I found out the hard way, declined in Asda!" |
| Previous incident | Previous incident |
| It is not the first time that RBS has experienced difficulties with its systems. | It is not the first time that RBS has experienced difficulties with its systems. |
| 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. | |
| So far RBS has not said why its systems failed again on Wednesday. | So far RBS has not said why its systems failed again on Wednesday. |
| 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." |
| 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. |
| 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. |
| Are you a NatWest customer? Have you experienced any problems accessing your account? Send us your comments using the form below. | Are you a NatWest customer? Have you experienced any problems accessing your account? Send us your comments using the form below. |