London Mutual Credit Union - Notice history

All systems operational

Loan & Membership Application Processing - Operational

Payments & Transfers - Operational

Websites - Operational

Mobile App - Operational

Online Banking - Operational

SMS Services - Operational

Phone Support - Operational

Email Support - Operational

Walworth Road Branch - Operational

Peckham Branch (Heaton Road) - Operational

Notice history

Nov 2024

Online Banking and SMS
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    Investigating

    We experienced an issue on 17.11.2024 which resulted in outdated SMS’ being sent out to our Members. We apologise for any inconvenience and confusion caused by the messages sent between 6-7am on Sunday 17th November.


    We are currently investigating an issue relating to our online and mobile banking services.  Our online and mobile services are temporarily unavailable but you will be able to card payments as usual.  We’re expecting to have this issue resolved by 2pm on Sunday 17th November.

Oct 2024

'Add Payee' Temporarily Unavailable in Mobile App and Online Banking
  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Identified

    The option to set up a new payee online is temporarily unavailable. If you need to pay someone new, you won’t be able to add their details through the mobile app. Instead, you will need to ask our team to do this for you.

    If you need to make a payment to someone new, here’s how we can help:

    1. Send us a secure message: Log in to your account, select ‘Secure Message’, and include the new payee’s details in your message (such as their name, account number, and sort code).

    2. We’ll complete the setup: Our team will add the new payee for you and confirm once it’s ready. We’re processing requests daily, and aim to have these ready on the same working day (9am-5pm) as they are received.

    This outage is expected to last no more than 5–7 working days and is related to upcoming system improvements which will make adding new payees easier and more secure in future.

    We apologise for the inconvenience and thank you for your patience as we work to improve our service.

Planned Maintenance - Mobile App and Online Banking Unavailable
  • Completed
    19 Oct, 2024 at 05:00
    Completed
    19 Oct, 2024 at 05:00
    Maintenance has completed successfully
  • In progress
    19 Oct, 2024 at 03:00
    In progress
    19 Oct, 2024 at 03:00
    Maintenance is now in progress
  • Planned
    19 Oct, 2024 at 03:00
    Planned
    19 Oct, 2024 at 03:00

    Online banking and our mobile app will be unavailable on Saturday 19 October 2024 from 4:00 AM to 6:00 AM (BST) due to planned maintenance. We’re really sorry for any inconvenience this might cause. During this brief window, you won’t be able to log in via your browser or mobile app. We’ll work as quickly as possible to have everything back up and running by 6:00 AM. Thank you for your understanding and patience.

Sep 2024

Disruption to External Transfers
  • Resolved
    Resolved

    This issue is now fully resolved and all delayed transfers have now been processed. If you are still concerned about a transaction on your account or about any other aspect of your account statement, please contact us so we can look into this for you.

    Thank you again for your patience during yesterday's disruption. We apologise once again for the disruption this will have caused to your day.

  • Monitoring
    Monitoring

    We’re pleased to confirm that payments and transfers through online banking are now working as normal.

    Important:
    We are still processing delayed transactions and expect to complete this by the end of today. If you attempted to make a transfer or had one scheduled earlier, please wait for it to go through rather than trying again – this will avoid your account being debited twice.


    If you notice a duplicate transaction or encounter any other issues with your account balance, please contact us at help@creditunion.co.uk so we can resolve this for you promptly.


    We will provide a final update and mark this issue as fully resolved once all delayed transactions have been processed.


    We sincerely apologise for the disruption caused by today’s outage and the inconvenience it may have caused. If you wish to make a complaint, please find details of our Complaints Process.

  • Update
    Update

    We have identified the issue which is caused by an outage at one of our service partners. They are aware of the issue and their engineers are working to urgently resolve it, and keeping us informed on progress throughout the day.

    For the latest information, please subscribe to receive updates on this page. This will ensure you get real-time information as soon as it becomes available.

    We kindly ask that you avoid calling our team at this time, as they have access to the same information as the Service Status page. This will help us manage inquiries more efficiently and focus on getting things back up and running for you as soon as possible.

    We apologise for any inconvenience and appreciate your understanding.

  • Identified
    Identified

    We are aware of a temporary IT disruption which has delayed outbound transfers sent via online banking this morning.

    One-off and scheduled transfers from your account may not yet have been processed or reached the external recipient's account.

    Direct debits, standing orders and inbound transfers (including salary and benefits payments) are unaffected.

    We are working to urgently resolve this issue this morning and will be posting the latest information here as soon as it is available. Phone lines are very busy, so please check here for updates rather than calling.

    Thank you for your patience and we apologise for the inconvenience this disruption caused.

Sep 2024 to Nov 2024

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London Mutual Credit Union is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (FRN 213248)

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