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Thursday, July 05, 2012

NatWest IT Update

Despite the recent valiant attempt by Bob Diamond and Barclays to divert attention from their chums in NatWest, the NatWest IT glitch and the aftermath of that glitch continues to rumble on.

This morning NatWest sent yet another email update out to its hapless customers, subject line "Working hard to put things right":
"Dear ****,

We have fixed the underlying technical issue and are now working hard to help our customers that have been affected. I wanted to get in touch to let you know what we are doing to deliver on our promises.

Putting things right For the vast majority of our customers who have raised a concern we have resolved it straight away. Those that need more attention are being handled directly by our dedicated response team, who have so far resolved over 90% of the 21,000 cases received.

Reimbursing our customers

We made a promise that no customer will be left permanently out of pocket and we intend to keep it. We will automatically reimburse all of our customers' fees, charges and interest on their current accounts, credit cards, mortgages and loans where they have been charged or overcharged as a result of the incident.

Here to help

You can find the latest information, answers to common questions and help to resolve any outstanding queries by visiting Help Point, the dedicated area on our website. Or feel free to go into any of our branches, or call our 24/7 UK call centres free on 0800 656 9639 (minicom: 0800 404 6161).

Thank you for your understanding during this period and again we're sorry for any issues that we've caused.

Yours sincerely,

Chris Popple
Managing Director, Retail Banking
I understand that the problems with Ulster Bank may well continue until 16 July.

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