Customer Update

Many customers should continue to see an improved position on their accounts today, with account transactions continuing to update. We now expect that next week (commencing 9 July) will be the final week of any significant delays for Ulster Bank customers. We expect gradual, but significant and noticeable improvements throughout the remainder of this week and next. It is our expectation that by the week of the 16 July the vast majority of customers will return to a normal service. There may be some final reconciliations required to customers' accounts.We will provide updates daily on our progress.

You can find out more by reading the latest media statement from RBS Group.

We know this disruption to our customers is unacceptable and we're committed to doing all we can to help as many of our customers as possible.

• 42 of our branches will have extended opening hours from 9.30am to 7pm until Friday 6 July.
  
• . To help us facilitate your requests, please bring photographic identification and your account details (account number and sort code) . Please bring your payslip if the balance does not reflect any salary payments.
  
• We have also doubled the number of staff available in our call centres. Our dedicated help desk is open 8am to 10pm 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 there should be no adverse impact on customers' credit ratings as a result of this incident.
  
• We will continue to post daily updates here.
  

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Key Questions on Customers' Minds

How can I access cash?

If your balance does not reflect up to date payments due into your account, please come to any Ulster Bank branch with your photographic ID and your account details. Please bring your payslip if the balance does not reflect any salary payments.

Ulster Bank credit card holders may also use their card for cash withdrawals from an ATM; no cash advance fee or interest will be charged for using this service provided the amount withdrawn is repaid within one month of the withdrawal.

What is the situation with lodgements made to my account?

Electronic payments are being received into accounts but they are delayed. If your salary, pension or welfare payment was due to be paid into your account before Thursday 21st June, this is now in your account balance. If you were due to receive your salary via an electronic payment between Thursday 21st and Friday 29th June this may not yet be in your account.

Lodgements of cash or cheques made over our branch counters from Wednesday 20th June are receipted but have yet to be credited to customers' accounts and will be credited as we clear the backlog.

What about my direct debit, will it be paid?

Direct Debits that were received between 21st of June and 3rd of July will be paid; however, you may not see these reflected in your account until our systems have been fully restored. Direct Debits up to 20 June have been processed as normal. You may wish to let the beneficiary know that there is a delay.

We understand that customers are concerned they might get disconnected from a utility or service provider if their account is not paid. We would like to reassure our customers and those of other banks, that we are working with other banks, service providers, insurance and utility companies to make sure that, as a result of this issue, customers will not be without their services, will not be permanently out of pocket and will not have their credit record affected.

Is Anytime internet and mobile banking operational?

Yes, our internet banking and mobile services are available to allow you to view your accounts, make transfers and pay bills. Please note that you will only be able to make transfers and pay bills on Anytime internet or mobile banking up to the stated balance which may not be up to date. As we update our systems there may be times when the service is temporarily unavailable; if this happens please try again later.

Please remember we will never contact you to ask you for your PIN or password.

We have suspended our text balance service while we resolve this issue.