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Help Point

We're committed to making amends

Following our technical incident, we are determined to make amends to every customer that has been affected. We have put in place a comprehensive package of measures which includes the following:

This includes:

  • The fees and interest we charge you for being overdrawn or exceeding your limit on your Current Account.
  • The interest you may have lost on a Savings or Current Account because we delayed a payment reaching your account. When we put this right, we will pay you interest as if all delayed payments reached your account on 19 June 2012.

This is happening automatically and the majority of these adjustments will be completed by the end of October 2012.

Find out how we're refunding fees, charges and interest.

For Personal and SME customers, we will pay an additional 20% on top of these expenses, up to a maximum of 100.

It will help if you can back up your claim with any paperwork you may have; for example, phone bills, bus tickets, travel receipts, bills or invoices.

Find out how to make a claim

If you have concerns about your credit rating you should visit your local branch and speak to a member of staff or call us on 0800 231 232 (Monday to Saturday 8am - 6pm) and we will facilitate a credit report for you, free of charge. Calls may be recorded and calls from mobile phones may not be free.

  • As per our previous commitment to recognise the issues caused by the RBS Technical Incident in the summer -

    On December 12th, 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 was credited to savings accounts** held by Personal and SME customers.

    Only accounts open on the 19 June 2012 which were still open on the 30 November 2012 will have received the payment. This excludes tracker bonds and structured deposit products. This automatic payment is visible on statements as a standard interest payment made on the 12th December 2012.

    Customers that were unable to be refunded automatically are currently being refunded manually by way of a cheque payment, this process commenced 28.01.13.
  • A 3 month waiver will apply to the following Current Account fees, charges and interest.

Name of fee, charge, interest

Amount

Period of Waiver

Unpaid item fee

Unpaid item fee

10 per item

19 June - 19 Sep 2012

Unarranged overdraft fees

Maintenance Charge

20 per month

Paid Referral Fee

15 per day

Guaranteed Card Payment Fee

15 per transaction

Monthly Membership fees

ufirst

9

ufirstgold

13

ufirst Private

25

Private Current Account

15

Interest

Unarranged Overdraft Interest

Varies depending on account

  • An automatic one-off payment of 20 to those Personal Current Account customers who visited and transacted at a branch during the period of the incident (19 June - 18 July 2012) more frequently than in the equivalent period before the incident (19 May - 18 June 2012).

If you are a Personal Current Account customer who 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 have suffered inconvenience, we would also be happy to discuss your individual circumstances.

Please speak to a member of staff in your local branch or call us on 0800 231 232 (Monday to Saturday 8am - 6pm).

*Gross - this means the interest rate you are paid before the deduction of income tax. Annual Equivalent Rate (AER) - this is a notional rate used for interest bearing accounts, which illustrates the interest rate if paid and compounded each year. It helps you to compare the effective rates of credit interest on different accounts.

** Where applicable payment was automatically credited to a feeder account, this may be a current account held with Ulster Bank.


Download a pdf of this information

To claim your out of pocket expenses:

If you are an Ulster Bank customer, seeking reimbursement for reasonable out of pocket expenses as a result of the technical incident, you can make a claim by following the steps below. Customers of other banks should contact their bank in the first instance.

1: Complete the Form

Complete and print the Online Technical Incident Customer Form or download and print a pdf version.

2: Sign Form

Once complete, sign the printed form

3: Include any supporting paperwork you may have

It will help if you can provide original paperwork relating to the reasonable expenses you incurred such as account statements, invoices, bills, receipts, travel receipts or any other form of paperwork.

If you don't have any paperwork, please speak to a member of staff in your local branch.

Keep a copy of your form and paperwork.

4: Return by Freepost or to
your branch

Return the signed form and your original paperwork in an envelope to:

1906 Central Claims Unit,
Ulster Bank,
FREEPOST BEL 4084,
Belfast, BT1 5BR

Or drop them in to your local Ulster Bank branch.


What happens once my claim has been submitted?

We will investigate the issues you have experienced and the paperwork you have provided. Upon completion of our investigation, we will write to you to inform you of the outcome. If you are unhappy with this outcome, you may be entitled to contact the Financial Ombudsman Service, who can look into your concern.


To claim your out of pocket expenses:

I think I may have had fees and charges or debit interest charged in error. I am also owed credit interest. Will this be corrected?

We are proactively refunding all fees, charges and debit interest charged in error and correcting any credit interest owed as a result of this incident. These include:

  • The fees and interest we charge you for being overdrawn or exceeding your limit on your Current Account.
  • The interest you may have lost on a Savings or Current Account because we delayed a payment reaching your account. When we put this right, we will pay you interest as if all delayed payments reached your account on 19 June 2012.

This will happen automatically and the majority of these adjustments will be complete by the end of October 2012.

Find out how we're refunding fees, charges and interest.

How will I be reimbursed for out of pocket expenses?

We will reimburse reasonable out of pocket expenses incurred as a result of the technical incident. For Personal and SME customers, we will pay an additional 20% on top of these expenses up to a maximum of 100.

It will help if you can back up your claim with any original paperwork you may have; for example, original phone bills, bus tickets, travel receipts, bills or invoices.

Find out more about how to make a claim

What paperwork do I need to provide when making a claim for out of pocket expenses?

It will help if you can back up your claim with any original paperwork you may have; for example, phone bills, bus tickets, travel receipts, bills or invoices. Please provide original paperwork and keep a copy for your records. Original documents can be returned to you on request or you can bring them to your local branch where they can be verified and returned to you immediately.

Find out more about how to make a claim

What if I don't have any original paperwork?

If you don't have any original paperwork, please drop into your local branch and speak to a member of staff.

Find out more about how to make a claim

What happens once my claim has been submitted?

We will investigate the issues you have experienced and the paperwork you have provided. Upon completion of our investigation, we will write to you to inform you of the outcome. If you are unhappy with this outcome, you may be entitled to contact the Financial Ombudsman Service, who can look into your concern.

I submitted a claim for out of pocket expenses in branch and I now need to back up my claim with original paperwork. What should I do next?

It will help if you can back up your claim with any original paperwork you may have, for example, original phone bills, bus tickets, travel receipts, bills or invoices. You can provide this by:

  • Bringing original copies of paperwork to any branch or business centre, quoting the reference number you were given, when you initially made your claim.
  • Or by downloading and printing the PDF of the Technical Incident Customer Form.

Quote the reference number you were given, when you initially made your claim, in the box provided on the form and complete the relevant sections. Once complete, return the signed form and your original paperwork in an envelope to 1906 Central Claims Unit, Ulster Bank, FREEPOST BEL 4084, Belfast, BT1 5BR.
Keep a copy of your form and paperwork.

What do I do if I have concerns about my credit rating?

If you have concerns about your credit rating we will facilitate a credit report for you, free of charge. To request a credit report, call into any branch or phone 0800 231 232 (Monday to Saturday 8am - 6pm). Calls may be recorded and calls from mobile phones may not be free.

If you are a customer of another bank and have concerns about your credit rating as a result of this incident, you should contact your own bank who will facilitate a credit report for you free of charge.

What are you doing to recognise the inconvenience caused to customers?

We are recognising the inconvenience caused with a range of 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. Only accounts open on 19 June 2012 which are still open on 30 November 2012 will receive the payment. This excludes tracker bonds and structured deposit products.
  • A 3 month waiver will apply to certain fees, charges and surcharge interest**
  • An automatic one-off payment of 20 to those Personal Current Account customers who visited and transacted at a branch during the period of the incident (19 June - 18 July 2012) more frequently than in the equivalent period before the incident (19 May - 18 June 2012).

*Gross - this means the interest rate you are paid before the deduction of income tax. Annual Equivalent Rate (AER) - this is a notional rate used for interest bearing accounts, which illustrates the interest rate if paid and compounded each year. It helps you to compare the effective rates of credit interest on different accounts. Interest earned is subject to lower rate tax deduction (20%) where applicable.

**Waiver of fees, charges and interest applies to:

Personal current account customers: Private Current Account, ufirst, ufirstgold and ufirst Private monthly membership fees; all Unarranged Overdraft Fees (Maintenance Charge, Paid Referral Fee, Guaranteed Card Payment Fee), Unpaid Item Fee and Unarranged Overdraft Interest.

Find out more about what we're doing to make amends

What fees are excluded from the 3 month Fee Waiver?

Personal Customers - Arranged Overdraft Interest and Charges for other services are not included in the fee waiver. Please refer to section 13 in our brochure "A Guide to Personal Accounts Fees & Interest" for a full breakdown of these charges.

I am a customer of another bank; what should I do?

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 your own bank.

If you are seeking reimbursement for reasonable out of pocket expenses you should contact your bank directly. Banks will use their usual complaint handling policies and procedures to investigate and respond to any claims arising from this incident.

If you are a customer of another bank and have concerns about your credit rating as a result of this incident, you should contact your own bank who will facilitate a credit report for you free of charge.

Are there any tax implications?

Depending on your personal circumstances, there may be tax implications.
We recommend you seek appropriate professional advice to the extent that you have any doubt in relation to these matters.


Reimbursement of out of pocket expenses:
If these expenses do not relate to business expenditure, you should not have any additional tax or accounting considerations.

If these do relate to expenses of your business, you should discuss accounting for these with your accountant. Furthermore, if you have already claimed relief/deduction in your tax return for these business expenses, you should obtain appropriate professional advice in relation to the tax treatment of the reimbursement.


Additional payment of 20% on top of out of pocket expenses and the automatic one-off payment of 20:
It is generally accepted that ex gratia payments are not considered to be taxable by HM Revenue & Customs (HMRC) and should not require disclosure in your tax return


Payment of additional credit interest:
All credit interest payments and adjustments arising from this package of measures will be subject to the normal lower rate tax deduction (20%), unless you are eligible to receive gross interest. If you are a higher rate or additional rate tax payer, you may have a requirement to disclose these interest payments in your tax return.

Where can I get independent advice?

You can get independent and confidential advice from your local Citizens Advice Bureau or Advice NI office.

For information and contact details visit www.adviceguide.org.uk or www.adviceni.net/advice/index.cfm

I have already made a complaint about the technical incident. What should I do?

If you have already contacted us to make a complaint about the technical incident, you do not need to do anything. We are working on the complaints received about the technical incident and we will be in contact with you.