This morning, millions of customers across the UK were left unable to access their accounts as two major banking apps—NatWest and The Royal Bank of Scotland (RBS)—went down. Users reported issues logging into their accounts and making payments through the banks’ mobile and online services, creating widespread frustration.
Thousands of Customers Affected
According to reports on Downdetector, over 3,000 customers experienced problems accessing their funds. Frustrated users took to X (formerly Twitter) to voice their concerns, with many complaining about the lack of access to their money.
- One NatWest user said: “I just can’t log in. I have tried closing and re-opening the app.”
- Another frustrated customer added: “How long will it be until it’s resolved? I need to access some money.”
Many customers were left in a lurch ahead of the weekend, unable to carry out essential transactions, check balances, or make payments.
Banks Respond to Outage
Both NatWest and RBS acknowledged the issue and assured customers that their teams were working hard to fix the problem. A message from NatWest on social media stated, “We are working hard to get things resolved as soon as possible.” Meanwhile, RBS posted online, “We have been receiving reports that the online banking and mobile app are experiencing connection issues. We are currently looking into getting this resolved.”
Some customers trying to log in encountered error messages such as, “Some kind of error has occurred,” causing further confusion and inconvenience.
- A NatWest spokesperson told The Sun: “Some customers experienced difficulty when attempting to log in and make payments via their mobile banking app and online banking this morning. This has been resolved, and we apologise for any inconvenience caused.”
Can Customers Claim Compensation for the Outage?
While banks are not obligated to offer compensation for outages, customers may be entitled to compensation depending on how the disruption has impacted them. If the outage caused additional costs, such as late payment fees, customers can seek reimbursement by providing evidence of how the disruption negatively affected them.
Here are the steps customers can follow to claim compensation:
- Keep a record: Note the times when you were unable to access services.
- Gather evidence: Keep track of any additional costs incurred, such as late fees.
- Contact the bank: Report the issue and the financial impact to your bank.
If the bank does not resolve the issue, customers can escalate the complaint to the Financial Ombudsman Service, which handles disputes based on fairness and reasonableness.
How to Check If Your Bank Is Down
If you’re unsure whether your bank is experiencing an outage, there are a few ways to check:
- Bank’s website: Most banks have dedicated pages that show current service issues, including outages affecting online banking, mobile apps, ATMs, and cards.
- Down Detector: This website tracks reports from users and indicates whether others are experiencing similar issues with a particular company.
- Planned maintenance: Check the bank’s website for any scheduled work that may disrupt services.
If the issue persists and you are unable to resolve your complaint with the bank, the Financial Ombudsman Service can step in to help find a resolution.
