RBS issues refund process details

The problems continue at the Ulster Bank

The Royal Bank of Scotland has issued details of a refunding process for charges incurred by its own customers and those of other banks.

Thousands of Ulster Bank customers across the island of Ireland continue to be affected by a computer failure at its parent company.

Tuesday is the 21st day of the crisis at the Ulster, which started on 19 June.

It is believed the RBS programme will apply to Ulster Bank account holders.

It is understood no-one will be expected to pay bank charges, customers will be reimbursed for fees incurred - for example for late mortgage payments.

Redress for other issues, like missing flights, may be dealt with through the bank's normal complaints procedures.

Financial specialist Martin Lewis advised customers to keep a note of every charge they had incurred.

"The advice is coming from me to say note down everything that you believe it has cost you because of this.

"It's (the RBS) saying come in and tell us, I'm telling you dot every i, cross every t, if it's cost you, put it down," Mr Lewis said.

"I think they are trying to be relatively proactive, as proactive as a bank ever gets. Of course that doesn't help all the people who are currently suffering the issues right now."

Mr Lewis, of <link> <caption>moneysavingexpert.com</caption> <url href="http://www.moneysavingexpert.com/news/reclaim/2012/07/rbs-reveals-refund-process-following-it-meltdown" platform="highweb"/> </link> , described as "a disgrace" the fact the crisis at the Ulster Bank is continuing.

He said refunds, not compensation, were being offered.

"What we're talking here is a refund policy for costs that have been directly incurred to put you back so you wouldn't have had those costs.

"Compensation is where you get over and above the amount that it's cost you - they're not saying they're going to give out compensation."

'Quite a challenge'

David Cresswell from the Financial Ombudsman Service also urged people to keep track of all costs and gather as much evidence as they can.

"In a few weeks' time maybe it won't look so obvious when you're trying to explain to someone 'and that cost me'," he said.

"It's going to be quite a challenge for people, I think, to be able to put a price on a lot of inconvenience.

"We're still broadly hopeful that if you do all that, it probably will resolve it, but if not that's when the ombudsman can get involved more efficiently."

In a statement, Ulster Bank said: "RBS/NatWest have confirmed how they will be putting it right for customers who have been affected by the recent technology issue.

"While our focus remains on restoring normal service for our customers, we are committed to finalising our plans for compensation in the coming days, albeit that the same principles will apply."

Holiday opening

On Monday, the Ulster Bank said it will open 10 branches on 12 July, a traditional bank holiday in Northern Ireland.

It is the first time ever that Northern Ireland branches will remain open during the holiday, which marks the 1690 Battle of the Boyne.

The bank said most problems would be resolved by its 16 July deadline.

Problems persist for many customers as they are unable to get accurate statements about how much money they have in their accounts.

The bank said it could not put a figure on how many of its customers in Northern Ireland were still affected by the crisis.

The 10 branches remaining open on 12 July are:

• Bangor

• Belfast city centre

• Coleraine

• Cookstown

• Lisburn (Bow Street)

• Waterside

• Newry

• Omagh

• Andersonstown

• Connswater