Retail Bank

A national UK retail bank required crisis support as it suffered a significant IT outage that left many customers unable to access their accounts.

Through on-site support and advice, a crisis strategy was formulated so that communication with key audiences was prioritised at a time of intense customer, media, political and regulatory scrutiny. This included explaining to audiences what had caused the failure and the measures being taken to rectify it and coordinating a complex system of internal and external actions across all parts of the bank which had to quickly respond to events moving at a fast pace.