Skip to navigation Skip to content Skip to footer

We use cookies to improve your experience of our website. You can find out more or opt-out from some cookies.

Menu

Banks must make sure that systems can cope with demand

3 December 2013

As more and more people rely on credit and debit cards to cover everyday expenses, Citizens Advice calls on banks to make sure that they ensure customers always have access to their money.

Gillian Guy, Chief Executive of National Charity Citizens Advice said:

"It's unacceptable for banking errors to leave customers unable to access their own money. Using debit and credit cards is a vital part of everyday life for increasing numbers of people, and system failures mean that people have no way of getting around or buying food. Customers need to know that their money is there when they need it, so banks must make sure their systems can cope, with problems resolved quickly and customers properly compensated when things go wrong.

"Quite rightly, RBS has promised to compensate customers who have lost money due to the glitch in their systems yesterday evening. If you have been affected, contact your bank who should refund any incorrect transactions, fees or charges caused by the glitch. The seven day switching service has given customers the power to vote with their feet, which should encourage all banks to raise their game.”

Notes to editors:

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To find your local bureau in England and Wales, visit citizensadvice.org.uk. You can also get advice online at adviceguide.org.uk
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.3 million clients on 5.4 million problems from October 2013 to September 2014. For full 2013/2014  service statistics see our quarterly publication Advice trends
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 3,000 service outlets across England and Wales.