RBS must do better after payment fault, says boss
3 December 2013 Last updated at 18:55 GMT
The Royal Bank of Scotland group has apologised to thousands of customers who were not able to use their cards for three hours on Monday evening - on one of the busiest shopping days of the year.
The technical failure left some people unable to pay for their petrol - others were forced to abandon full shopping trolleys at supermarkets.
The bank says it will compensate anyone left "out of pocket".
Customers at RBS subsidiaries NatWest and Ulster Bank were also affected.
Simon Gompertz reports.