Ulster Bank Redress Must Be Implemented Fairly And Consistently
Friday 31 August 2012
Ulster Bank Redress must be implemented fairly and consistently
The Consumer Council believes the Ulster Bank's redress scheme, which will go
live on Monday (3 September 2012) must be implemented fairly and consistently.
Ulster Bank is finally seeking to uphold its duty to put things rights for its
customers due to the Bank's IT failure. The Consumer Council has produced a
factsheet to help affected Ulster Bank customers receive reimbursement for
losses created as a result of the IT failure.
The package of measures unveiled today reflects Ulster Bank's statutory duties to
reimburse customers, as well as compensation elements. The Consumer Council
is therefore urging all affected Ulster Bank customers to act by filling in the claim
form so they can be reimbursed in full . The Consumer Council factsheet
provides guidance on the type of expenses customers can claim for, for example,
phone bills, travel costs and petrol/diesel costs. There is also information on
claiming for non-financial losses such as stress and upheaval in daily life created
as result of the IT failure.
Antoinette McKeown, Chief Executive of the Consumer Council said: "Ulster
Bank must ensure this redress scheme compensates its affected customers fairly,
consistently and in the quickest possible timeframe. It is paramount that Ulster
Bank communicates openly with its customers and takes the hassle of redress
away from its customers. Many Ulster bank customers have had their daily lives
severely disrupted throughout this summer and Ulster Bank need to restore
customer confidence through this redress scheme"
Antoinette continued "Throughout the crisis, the Consumer Council expressed
frustration with issues of Ulster Bank's leadership, communication and clarity.
Communication and actions surrounding this morning's announcement of the
redress scheme and its contents have ensured that these concerns remain. The Consumer Council will monitor consumer feedback to ensure the redress system
is dealing with complainants fairly and consistently. We will continue to liaise with
Ulster Bank and Financial Services Authority (FSA) to ensure this redress scheme
is working for affected UB customers".
The Consumer Council factsheet is available from: www.consumercouncil.org.uk
Facebook: Consumer Council Northern Ireland and Twitter: ConsumerCouncil
and by telephoning 0800 121 6022.
ENDS
1. Consumer Council media contact: Kathy Graham , telephone, 028 9067
4807 or 07909972704 or e-mail, kgraham@consumercouncil.org.uk
2. The Consumer Council is an independent consumer organisation, working
to bring about change to benefit Northern Ireland's consumers. The Council
campaigns for high standards of service and protection and a fair deal for
all. It also carries out research, gives advice and publishes reports and
other publications. It deals with individual complaints about buses, trains,
planes, ferries, natural gas, electricity, coal and water.
3. For more information, visit our website at www.consumercouncil.org.uk
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