How to complain
Let us know if you are dissatisfied with our products or service.
We want to put things right. Contact us by coming into one of our branches, calling us, telling us online or writing to us.
Find out how to complain about Payment Protection Insurance (PPI).
Come into branch
Come and see us in any of our branches to talk to a member of the team.
Call our Telephone Banking Service, 24 hours a day, 7 days a week, on
08457 21 31 41.
If you have a hearing impairment you can use textphone number
08456 00 17 50. Lines are open Monday to Friday, 9am - 5.30pm. You need specialist equipment to use this service.
If you are calling from outside the UK call us on +44 131 339 2573.
Tell us online
Complete our online complaint form. It shouldn't take you too long to complete and one of our colleagues will call you back as soon as possible.
For security reasons, we can't discuss your accounts by email. Please include your telephone number (providing a mobile number where possible) on the form so that we can call you. You'll be able to specify a time of day for the call that suits you.
Please do not use this form to submit a query or complaint about Payment Protection Insurance.
Write to us
Write to us at Bank of Scotland, PO Box 761, Leeds, LS1 9JF. To help us resolve your complaint quicker, please include your telephone number (providing a mobile number where possible) and advise when the most suitable time is for us to call you.
Claims Management Companies (CMCs)
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). These companies may charge an upfront fee or take a proportion of any compensation you may be due.
You do not need to use a CMC. By coming directly to us you will not be disadvantaged.
If you're still not happy
We will issue a final response to your complaint when we have completed our investigations. If you are dissatisfied with the final response, you can ask the Financial Ombudsman Service to look at your complaint - provided you have tried to resolve the matter directly with us first. They will also look at the case if we have taken more than 8 weeks to issue the final response.
We hope you won't need to contact the Financial Ombudsman Service but if you do, please find their contact details below:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Telephone: 08450 80 18 00