Bank claim procedure due on Friday

Published Thursday, 30 August 2012
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Ulster Bank is expected to announce the details of their compensation scheme on Friday after its IT breakdown in June, UTV has learned.

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In June thousands of customers were unable to access their accounts and more were affected by missing wages and other payments.

Customers affected by the glitch have been waiting since then for the process to be finalised to find out how they can make a claim.

The bank has been repeatedly criticised by the Consumer Council because of the delays in announcing the procedure after CEO Jim Brown initially told an assembly committee it would be announced within days at the start of July.

However, UTV has learned that some customers have already been paid compensation for inconvenience caused.

Retired Sunday Times journalist Chris Ryder has told UTV that he has already been paid a sum of money for inconvenience caused by the technical problems at the bank.

"After the Ulster Bank disruption started I got fed up after about two weeks with the missed deadlines for restoring it and the fact that I wanted to do certain financial transactions online and couldn't do it," he told UTV.

"I wrote a long letter of complaint about their PR, about their inefficiency and just about the general unsatisfactory state of things.

"I told them in the way they'd clobbered customers with unilateral charges when they failed to pay direct debits or things of that sort, that I would be billing them in due course for the failed transactions that I wanted to make."

"A few days later I got a phone call, and this was to enquire if I was out of any pocket expenses and if I needed money or needed any arrangements made to get money," he continued.

"Fortunately I was alright and I said no, I was just generally frustrated that I couldn't conduct my normal business."

Mr Ryder said he received letters from the bank confirming that they were dealing with his complaint.

He later received another phone call from the bank and was offered £100 compensation for inconvenience caused.

He said he the money was credited to his account a few days later.

"While I welcome that and I'm very glad to have it, as a mark of their failure to provide a service, I'm conscious that they had promised a general remediation scheme for all their customers for inconvenience and yet again the bank has missed deadline after deadline after deadline for announcing that," he said.

"I've since learnt that because they treated mine as an official complaint, that there was a framework that they had to respond to, and a timeframe within which they had to respond and I suspect that that's why my complaint was processed.

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"I can think of no other reason, I mean I'm not a particularly wealthy customer, I don't do big business with the bank, it's just a small personal account and I just run my personal life through it so there is no reason why they would single me out for special treatment."
© UTV News
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13 Comments
SAM in COOKSTOWN wrote (262 days ago):
After reading about some of the customers, who made a complaint to the ulster bank, only receiving £100 componsation. I feel disgusted at this insulting offer as the bank made more intrest on the customers money which had been paid into the bank when the customers could not get excess to it themselves. And further more the northern bank were paying all new customers £100 to transfere to their bank so I think it would be within the ulster banks intrest to make an offer that makes the customers stay. If they had of been making a decision on how much of a bonus that their top managers should get I can assure you that it would not have took as long to sort it out and there would be alot more zeros on the end of the £100 . One final thing if this is the best they can come up with they dont deserve the customers custom and all charges made bye the bank should be stopped ie no charge for any use of their cash machines etc
ryan in Bangor, Down, NI wrote (262 days ago):
Received an "incident credit" of £20 today. Happy enough to be perfectly honest having not expected compensation and it was very timely. I never complained officially other than when in the bank and to friends etc. No charges came my way either so really I was not as heavily convienced as some of the above.
Gary in Antrim wrote (262 days ago):
20 quid credit put into my account under INCIDENT CREDIT, all this wait for 20quid.
robert in newtownabbey wrote (262 days ago):
wot a waste of time they phone me three times second time offer me 25 pound they phone me 20 min later and then took it back so not happy with them
Bernadette Dickey in antrim wrote (262 days ago):
my brother died in April unexpectedly so we had to go to probate to excess his money and take care of his financial affairs.This cost £250 for a letter of administration to allow the family to access his bank account. The ulster bank will not let us draw money out of the account,they will not close his account. We had to pay the undertakers ourselves,they are preventing us from getting a head stone erected because they will not give us our brothers money.Since the 16th of June we have called to the bank, telephoned them emailed them,and my brother was told by their estates department not to ring again.they were supposed to send a letter out it didn't happen. The stress is unbelieveable.
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