Computer says No: Lloyds Bank IT – Outage causes anger in customers

Lloyds BankAnother IT blunder at another leading retail bank.  This weekend saw Lloyds Banking Group customers without the ability to use their cards and cause again unnecessary frustration and anger. The Lloyds Banking Group has apologised after customers were unable to withdraw money from cash points or pay for goods with their debit cards.  The group – made up of Lloyds, Halifax, Bank of Scotland and TSB – has 30 million UK account holders, and became aware of the difficulties on Sunday afternoon.

They later said the problems – which lasted for several hours and were blamed on a “server failing” – had been fixed.

A spokeswoman said: “We apologise that earlier today, between 3pm and 6pm, some customers were unable to complete their debit card transactions.”At the same time, some customers encountered problems at approximately half of our 7,000 ATMs.  This was resolved by 7.30pm, and all of our ATMs are now working.”

IT Conduct?

So when will the FCA (Financial Conduct Authority) step in and start to accept that supervising and monitoring operations of firms is just simply not enough?  They must now embrace the fact that we are all reliant on the banking technology and the old paper based systems are being phased out.  Not only are the firms reliant on technology but also the retail customers are too.  Should the CIOs and CTOs of financial firms be put under the same scrutiny as the COOs and Board of Directors?

Is this just not another weekend IT change that has caused an outage and so should the IT processes as well as the leadership and technology be put under supervision?  With 90% of major incidents in IT operations being caused by changes surely there is some way to prevent or mitigate the changes to such clear high reputation services to their customers?

The media is talking about the government backed banks have antiquated systems and do not have the funds to modernise their systems but to have a ‘glitch’ and cause such disruption should be looked at across all retail banks as this is occurring more and more frequently.

Let’s hope the FCA starts to introduce, monitor and enforce technology driven policy to ensure we can regain our trust.


An IT Girl in The City

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