London Mutual Credit Union - Disruption to External Transfers – Incident details

All systems operational

Disruption to External Transfers

Resolved
Operational
Started 6 months agoLasted about 23 hours

Affected

Payments & Transfers

Partial outage from 9:30 AM to 8:39 AM

Websites

Operational from 9:30 AM to 8:39 AM

Mobile App

Operational from 9:30 AM to 8:39 AM

Online Banking

Degraded performance from 9:30 AM to 8:39 AM

SMS Services

Operational from 9:30 AM to 8:39 AM

Phone Support

Operational from 9:30 AM to 8:39 AM

Updates
  • 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.

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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