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Help Point

Putting things right for our customers

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All of our systems are running as normal in the timeframes we would expect and normal service has now been restored for the majority of our customers. Given the scale of the incident, the clean up continues and a small percentage of outstanding transactions are being processed over the next couple of days. There is no doubt that there will be reconciliations to some customer accounts that also need to take place over the coming days and weeks. However, for the majority of customers it is now business as usual.

Once again we would like to unreservedly apologise to our customers.

You can find out more by reading a letter from Jim Brown to customers.

  • Branch opening hours have returned to normal, 9.30am to 4.30pm Monday, Tuesday, Thursday and Friday, 10am to 4.30pm on Wednesday and 10am to 1pm on Saturdays.
  • Our dedicated help desk is open 8am to 6pm to take your call on 0800 231232. If you are calling from abroad please call +4428 90843556.
  • We confirm that no customer will be permanently out of pocket and Ulster Bank is working closely with all the main credit rating agencies to ensure that none of our customers' credit ratings will be adversely affected as a result of this incident.
  • We will continue to post daily updates here.
I have had fees, charges or interest applied to my account. Will this be refunded?

Unarranged borrowing fees (Monthly Maintenance Fee, Paid Referral Fee, Guaranteed Card Payment Fee and Unpaid Fee) that were applied to customer accounts during the period of the incident are being automatically reversed.

Any fees and interest incurred during the incident will either not be applied to customer accounts or will be applied and then reversed automatically.

Debit interest (arranged and unarranged) that was applied to customer accounts on 10 July was reversed on 12 July. The reversing of debit interest will continue until further notice.

All packaged account (e.g. ufirst, ufirstgold) and Private Banking membership fees taken from customer accounts on 10 July were reversed on 12 July. As these fees apply, they will continue to be reversed until further notice.

I have duplicate transactions on my account?

As a result of our technical issues some customers may notice duplicate ATM or debit card transactions on their Anytime Banking statements. We're working to resolve this issue and will automatically reimburse you for these transactions.

I have duplicate debit and credit transactions on my account?

During the incident some customer accounts had transactions (both debit & credit) applied twice. As we continue to reconcile our customers' accounts, those affected will see those debits or credits corrected on their accounts. If for any reason a charge has been incorrectly applied to an account, we will refund this charge as soon as possible. We apologise for any inconvenience caused.

Resolving your problem

If you have an urgent enquiry, or want to make a complaint, please either:

Why have I not been receiving statements and is the information on my statement correct?

As the incident delayed the processing of transactions, we stopped sending statements until our systems were fixed.

Now that all our systems are running as normal we have started issuing statements again. Unfortunately, due to the technical incident, some transactions were not processed on their due dates, and your statement will show transactions on the date they actually happened.

We have sent your most recent statement first so that you have access to the most up to date information. If you receive your statement monthly you may not have received your June and July statements yet. You should receive your statement for June and July shortly.

My direct debits are still not showing as paid. Why is this?

All direct debits have been paid. As the clean up continues there will be reconciliations to some customer accounts. Direct debits may not appear on customers accounts at the moment but will be processed as part of this process. We expect the majority of these debits to be applied in the next few days. We will continue to keep you updated as to when this is complete. If for any reason a direct debit charge has been incorrectly applied to your account, we are working to have these reversed and we will automatically refund this charge to your account as soon as possible.

Why has my cheque been returned?

If you have an Ulster Bank cheque payable to an account outside Ulster Bank this has been paid. However this debit may not yet appear on your account. As the clean up continues there will be reconciliations to all impacted customer accounts. We expect the majority of these debits to be applied in the next few days. In some instances the payee (i.e. the beneficiary of the payment) may see a cheque returned on their account due to insufficient funds. If this is the case and provided the cheque is not out of date the beneficiary should represent the cheque for payment. Customers may see an unpaid fee or charge on their account. If for any reason a charge has been incorrectly applied to your account we are working to have these reversed and we will automatically refund this charge to your account as soon as possible.

Will I be charged for missing my payments or my account going overdrawn?

We will ensure that no customer is permanently out of pocket as a result of this issue. We are working with the other financial institutions to minimise the impact on customers. We apologise for the inconvenience caused to our customers and are doing all we can to resolve this issue.

Why has an unpaid direct debit charge been applied to my account?

These charges have been applied in error due to our IT incident. We are working to have these reversed and we will automatically refund this charge to your account as soon as possible.

Will I receive any additional compensation for the disruption?

Given the level of disruption, the recognition of the inconvenience caused to you, our customers, is of vital importance. To this end, we've developed a range of measures that we are discussing with Regulatory bodies, full details of which will be issued shortly.

What should I do if I am concerned that my credit record or my payment history may be affected by this incident?

Please visit your branch or call our help desk from 8am to 6pm on 0800 231232 (+4428 90843556).

You can also check your bank statements when they become available. This will be the best way of seeing whether payments have not been made as a result of a salary or other credit not being received on time.

Each month we send a report about our customer's credit status to credit reference agencies. Even though a missed payment may show up on your statement as a result of this incident, we will not show it in our credit report.

If you are a customer of another bank, you should contact your bank in the first instance and also check your bank statement.

If you think there is an issue, we recommend that you wait until August to allow records to get back up to date. At that point you can request a credit check from a Credit Reference Agency. We are making arrangements with Credit Reference Agencies that we will pay the costs of this check for our customers.

What do I do if I can't go into a branch?

Please call our helpline on 0800 231 232 which is open from 8am - 6pm.
If you are calling from abroad please call +4428 90843556.

If you are elderly or have a disability and are unable to access one of our branches, we would ask you to phone your nearest branch so that our staff can put an arrangement in place to support you.