First email: update for Icesave customers

11th November 2008

Most Icesave customers have had their first email and the second emails have also started to go out. The second emails will be sent in batches over the rest of this month.

FSCS shares the concerns of the minority of Icesave customers who did not receive their first email and has been looking at ways of addressing the issue.

The Scheme has been in discussions with a number of internet service providers (ISPs) during the last few days and they have responded positively to our approach. Several have now made changes that should allow their customers to receive Icesave emails from the FSCS. This means that their customers who did not receive the first email should now be able email for their own copy and to respond to us (please see below for details).

Recognising that this may not resolve the position for every individual, FSCS is carrying out further work to consider alternative ways of allowing anyone who still experiences problems to access the electronic process.

Loretta Minghella, FSCS Chief Executive, said: "Our priority is to make sure that we can contact every Icesave customer speedily when the time comes to send their invitation to claim. Those who are still waiting should be assured that we are doing everything we can to resolve the issue and thank people for their patience. We would also like to thank those ISPs that have taken steps on behalf of their customers to facilitate the claims process."

FSCS will provide a further update later in the week.