How to complain

If you want to make a complaint - whatever it's about - you can get in touch with us in the way that suits you and we'll look into your concerns. We will treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC) so you don't need to use a CMC who will typically charge an up front fee or take a proportion of any redress you may be due. By coming directly to us you will not be disadvantaged.

See information on how you can make a complaint related to Payment Protection Insurance (PPI).

Complain in branch

Come and see us in any of our branches to talk to a member of the team. Find your nearest Bank of Scotland branch.

Complain by phone

Call our 24 hour Telephone Banking Service on 08457 25 35 19
If you have a hearing impairment, please use textphone: 08456 00 17 50

Complain Online

Complete our email form online. Please fill in the requested details on our simple 2 page form and we'll get back in touch with you as soon as possible.

• If you don't use Internet Banking, you can ignore the question labelled: 'Your Username'
• On page 2, select ‘Complaints’ from the menu labelled: ‘Nature of Enquiry’ and enter your complaint in the text box labelled: ‘Enquiry Details’. When typing your complaint, please don’t exceed 2,000 characters as the online form cannot accept any more than this.

Please remember that we can't guarantee normal email is totally secure, so you shouldn't include any confidential information.

 Complain in writing

Write to us at: Bank of Scotland, PO Box 761, Leeds, LS1 9JF.

If you're still not happy

If we can't put things right to your satisfaction, you can ask the Financial Ombudsman Service to look at your complaint - provided you have tried to resolve the matter directly with us first.

We hope you won't need to contact the Financial Ombudsman Service but if you do, please find below their contact details:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR

Telephone: 08450 80 18 00

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Complaints data

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

We are committed to transparency and publish details of the complaints data we last reported to the Financial Services Authority. View the complaints data for firms associated with Bank of Scotland.