The RBS Group has said it is “cautiously optimistic” that its customers’ accounts will be back to normal tomorrow after five days of disruption.

The banking group, which owns Natwest and Ulster Bank, has come under criticism from customers who have been unable, in extreme circumstances, to view their current balance or receive payments.

But Susan Allen, director of customer services for the group, said progress is being made and that she was “cautiously optimistic” that account balances would be “largely back to normal from tomorrow” (25 June) for Natwest and RBS customers. Ulster Bank customers may have to wait longer.

However, she warned: “The knock on effects of this technical failure mean there will be bumps in the road. We will do everything we can to minimise further disruption to our customers. And we continue to rely on and appreciate their patience as we work through possible disruptions.”

Millions of customers are understood to have been affected by the technical problems, but Allen promised that no one would be left out of pocket. She said: “We will automatically waive any overdraft fees or charges on current accounts for customers affected. This will be processed over the next few days.

“We will work directly with credit agencies to ensure no one has their credit score affected. For all other issues, customers have our commitment that they will not be out of pocket from this issue.”

Stephen Hester, chief executive of the group, has said he is “very sorry for the inconvenience” caused.

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