NatWest and RBS launch ‘emergency cash’ service

Just in time for the full swing of the Christmas party season, The Royal Bank of Scotland Group (RBSG) today launches its new service to provide emergency funds to customers who have had their debit card lost or stolen. The ‘Emergency Cash’ service provides a simple and cardless method of accessing funds in an emergency from any Royal Bank of Scotland Group ATM (including those from The Royal Bank of Scotland, NatWest, Ulster Bank and Tesco Personal Finance).

How to access the ‘Emergency Cash’ Service

When customers call the Bank’s Lost and Stolen Helpline to report the loss or theft of their debit card, they will automatically be asked by the telephone operator if they require access to ‘Emergency Cash’. If the customer does require this service, they will be notified that they can withdraw funds of up to £300 using the Emergency Cash service. This service will be free of charge up until Friday 11th January, after which there will be a fixed fee of £5.

Security Features

If the customer wishes to access this service, they will be asked a series of three stringent security questions.

For those who are able to provide the requisite number of answers, a unique PIN number (valid for one use only) will be issued. As with all PIN numbers and passwords, the Bank strongly advises that customers memorise this number immediately and under no circumstances write it down. Once the PIN number has been obtained, as an extra security feature, the customer has a three-hour window to access their cash at any one of RBSG’s 7,000 UK-wide ATMs before the PIN expires.

Accessing the Funds from an ATM

Once the customer has their PIN, they can visit any RBSG ATM and then press any of the six blank (numberless) keys on the machine’s key pad. The ‘Emergency Cash’ screen will then be displayed at the ATM and the customer simply needs to key-in the PIN number they were given and follow the on-screen instructions to access their cash.

Paul Geddes, Chief Executive, Consumer Banking at The Royal Bank of Scotland Group, says: “We all know what an inconvenience it is to be stranded without our debit card, especially over the holiday period. With this in mind, we introduced the new Emergency Cash service to provide customers with a lifeline when they have lost their debit card or had it stolen and need urgent access to the funds in their bank account. It’s really simple, secure and completely unique, so we think it will be valued by our customers.”

Royal Bank of Scotland Group’s ATM Network

RBSG has the largest free to use ATM network in the UK with nearly 7000 machines. In October this year, following RBS’ commitment to install 300 free to use ATMs, they surpassed expectations and over 460 machines have been secured or installed in lower income, under-served and remote areas across the UK.