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Help Point
Help Point
Working hard to put things right
As a result of technical issues that occurred between 19 June and the 6 July, some deposits or payments on your account may have been delayed and not debited or credited on the correct day.
All transactions have been passed to your account but the delays may have caused overdraft fees, charges or interest to be incorrectly applied on your account.
To take responsibility for the mistakes we made during our recent technical issues, we have now reimbursed any fees and charges and debit interest on our customers' current accounts where they have been incorrectly charged as a result of the incident.
Latest information
We have promised that customers will not be permanently out of pocket as a result of this issue and we have refunded any charges or interest taken in error. We have also reimbursed the credit interest due on your account.
These corrections, for most customers, have happened automatically and you should see the correcting items on this or your next statement.
Before the 19 June
All charges and interest incurred up until 19 June will apply as normal.
Between 19 June and 6 July
Treatment of Fees and Charges
- We have proactively reimbursed any fees and charges on our customers' current accounts where they have been incorrectly charged as a result of the incident.
- For example, an unarranged overdraft fee applied to your current account.
Treatment of Interest
- We have proactively credited any interest incurred (debit interest) or lost (credit interest) due to the incident on our customers' current accounts and savings accounts.
- For current and savings accounts - we have treated all credits to give you the maximum benefit over the incident period.
Current and Savings accounts
Example 1: If the account was already in credit and an additional credit would have been applied to the account on 23 June, interest has been paid in respect of this credit from the 19 June.
Example 2: If the account was overdrawn and the credit should have arrived on 23 June, the incurred interest relating to this delay will be refunded.
Example 3: If you were affected by a delayed credit being applied to your current account, and you made transfers out from your savings account during the incident period, interest has been paid assuming that those funds were generating interest in your savings account until the end of the system issues.
After 6 July
Charges and interest are being applied as normal. However, if you believe you are still affected please contact us.
Resolving your problem
If you have an urgent enquiry, or want to make a complaint, please either:
Call us
Jersey - 01534 285200
Guernsey - 01481 710051
Isle of Man - 01624 646464
International - +44 (0)1534 285200
Visit us in person
Security
Given the technical issues that we have been experiencing we would like to remind you about some security issues around your PIN and passwords. We will never contact you and ask you to provide your full PIN and password.
If you are in any doubt please contact us. More information is available from our Security Centre.
Other common questions
We are correcting charges, fees and interest on affected customers accounts where we believe these were incorrectly incurred as a result of our technical issue. You should see any correcting items on your bank statement.
Debit interest
We have refunded any debit interest incurred due to the incident on our customers' current accounts and savings accounts. You should see a separate transaction on your bank statement with the following reference: DEBIT INT REFUND.
Fees & charges
Any fees & charges incurred due to the incident have been refunded. You should see a separate transaction on your bank statement with the following reference: UNARR OD REFUND or RETND ITEM REFUND.
Credit interest
On your Sterling current and savings accounts: any credit interest lost due to the incident has been refunded and will be included with the next interest payment.
On your multi-currency accounts: unique transactions may appear on your bank statement on 25th September with the following reference: RE SYSTEM ISSUE. These transactions will correct the calculation of your interest to ensure that you are not left at a disadvantage following our system issue.
If you need to speak to someone about the corrections on your account please contact us.
In order to ensure no customers are further out of pocket, we applied the corrections to accounts as soon as possible. You should see any correcting items on your bank statement:
Debit interest
We have refunded any debit interest incurred due to the incident on our customers' current accounts and savings accounts. You should see a separate transaction on your bank statement with the following reference: DEBIT INT REFUND.
Fees & charges
Any fees & charges incurred due to the incident have been refunded. You should see a separate transaction on your bank statement with the following reference: UNARR OD REFUND or RETND ITEM REFUND.
Credit interest
On your Sterling current and savings accounts: any credit interest lost due to the incident has been refunded and will be included with the next interest payment.
On your multi-currency accounts: unique transactions may appear on your bank statement on 25th September with the following reference: RE SYSTEM ISSUE. These transactions will correct the calculation of your interest to ensure that you are not left at a disadvantage following our system issue.
If you make a payment or transfer using online or telephone banking a unique CALL REF.NO.XXXX is assigned to all the transactions made during that session.
When an online or telephone banking transaction is initially debited from your account the call reference number will show as the transaction description on your statement. Once our systems complete processing of the transaction a full description will be displayed on your statement as well as the call reference number. The full description for these transactions is normally available by the next working day.
You may notice some call ref numbers showing as 0000, the CALL REF.NO.0000 is a Transfer/Payment made using our mobile banking app.
The mini-statement shown on the Account Summary page of online banking displays the last 6 transactions on your account. Each transaction has a basic description against it to give you an indication of what the transaction was for.
You can however see a full description of the transactions by viewing your bank statement. To view your statement you can either select the 'View full statement' button under your mini-statement or by selecting 'Statements' from the main menu followed by 'View transactions'.
Note: If you hover your mouse cursor over the transaction on your mini-statement a more complete description will be displayed as a tool tip if it's available.
These are the most common abbreviations for transaction types that may be shown on your bank account statement.
ATM - Automated Teller (Cash) Machine
BAC - Automated Credit
BGC - Bank Giro Credit
BSP - Branch Single Payment
CDM - Cash & Deposit Machine
Charge - Previously displayed as CHG
CHP - Payment by CHAPS transfer
CHQ - Cheque
CUI - Centralised Unpaid In (Unpaid Cheque)
CWP - Cold Weather Payment
D/D - Direct Debit
DIV - Dividend
DR - Account Overdrawn or Debit Item
DWP - Department for Work and Pensions
ERTF - Exchange Rate Transaction Fee
IBP - Inter-Branch Payment
INT - Interest
ITL - International
NDC - Non Dividend Counterfoil
OTR - Online Banking Transaction
POC - Post Office Counters
POS - Point of Sale/Debit Card Transaction
S/O - Standing Order
SBT - Screen Based Transaction
TEL - Telephone Banking
TFR - Transfer
TLR - Teller Transaction
The majority of our customers will be unaffected. However, we are working closely with the Credit Reference Agencies to ensure that no customer's credit rating is permanently affected as a result of the recent technical problems.
Where we identify affected customers, we will write to tell them giving details of how to access and check their credit reports free of charge.
Where our error has adversely affected any accounts held with another organisation we will provide the customer with a written explanation to help other organisations amend their records.
You can make a complaint by completing the following online form.