Using your card & managing your account

Using your card
You can use your card in any shop or cash machine at home or abroad, that displays the MasterCard or Visa symbol, depending on your type of card.

Cash withdrawals and credit card cheques are usually charged at a different interest rate to the purchase interest rate.

Cash advances are subject to a handling fee of 3% (minimum £3). Any transactions you make overseas will also incur a foreign currency exchange fee of 2.95%.

Most of our products also have fees on balance transfers and cheques.  Please see your Credit Card Conditions or monthly statements for more details.

Monthly payments
The minimum monthly payment you must make will be shown on your statement, including the date your payment must reach us by.

You can make your payments by

• Online - Bank of Scotland current account holders - if you have not already registered for our internet banking service you can do so online at www.bankofscotland.co.uk/register.
  Once registered, simply login to your Bank of Scotland Internet Banking account and select "Transfers & Payments" and follow the instructions on screen.
  Your payment will normally be credited to your account within 2 hours.
  If you do not hold a Bank of Scotland current account you may be able to arrange payment through another online banking provider.  Please use our sort code and account number shown in the boxes on the front of your statement in the bank giro credit section.
  Please make sure you quote your credit card number and check with your online banking provider that your payment will reach your account by the due date.
• Standing Order - To set up a standing order please contact the bank where your current account is held, you'll need to check that your payment will reach your account by the payment due date and make sure the amount covers your minimum payment (as this will vary). You need to provide your bank with the following information.
  Bank Sort Code no 80-20-42, Bank Account no 00157199 and your reference number which is your 16 digit account number.
• Telephone Banking with Bank of Scotland - If you have a current account with Bank of Scotland you can pay your bills by calling 08457 21 31 41. Your payment will normally be credited to your account within 2 hours or to make a debit card payment from another provider allow 4 working days before the payment due date for the payment to reach your account.
• Telephone Banking with another bank - You will need to provide these details:
  Bank Sort Code no: 80-20-42
  Bank Account no: 00157199
  Your reference number, which is your 16 digit account number
  Please check with your Telephone Banking provider that your payment will reach your account by the due date shown.
• Direct Debit - You can make a payment for the minimum amount the full monthly or a fixed amount between the minimum and full amounts. You will need to provide us with your bank account number and sort code - call us on 08453 00 03 23 (if your card number begins 525302 please dial 08459 645 645) (Mon-Fri 07:00-00:00 Sat-Sun 08:00-18:00) to set up over the phone or request a mandate.
• By Post - Complete the payment slip attached to the bottom of the statement and send a cheque to Bank of Scotland Card Services, Pitreavie Business Park, Dunfermline KY99 4BS (if your card number begins 525302 please send a cheque to Card Services, Bank of Scotland (190), PO BOX 109, Sheffield, S98 1GE), or in the envelope provided with your monthly statement - please make your cheque payable to the cardholder (the person whose name appears on the statement) e.g. Mr James Brown and your 16 digit card/account number - this may be different to the way you normally write a cheque - please allow 7 working days for your payment to reach us.
• In the branch - Call into any Bank of Scotland branch - simply hand in the giro credit slip with cash or a cheque - please allow 4 working days before your payment to reach us by date.
• International Payments - When making payment from an overseas bank account you may be asked to give our Iban and Swift/Bic code.

Iban - GB60BOFS80204200157199
Swift/Bic -BOFSGB21114
or, if your card number begins 525302
Iban - GB38LOYD30675699067997
Swift/Bic - LOYDGB21705

Important information

• Do not send cash in the post
• Please remember to allow extra time for your payment to reach us over bank holiday periods
• There is a £12 charge for payment not received on or before the payment to reach us by date

If you require any other information regarding payments please contact our customer service team on 08453 00 03 23 (if your card number begins 525302 please dial 08459 645 645) (Mon-Fri 07:00-00:00 Sat-Sun 08:00-18:00).

We also accept payment using the Faster Payments Service (FPS).

For more details, see the reverse of your monthly statement.

Change your statement payment due date
If you want to change the date your monthly credit card payments are due, perhaps to coincide with your pay day, just call 08453 00 03 23 (if your card number begins 525302 please dial 08459 645 645) (Mon-Fri 07:00-00:00 Sat-Sun 08:00-18:00) and we'll change the date for you.

There is a £5 fee for changing the date more than twice in any 6 month period.

Credit card statement enquiries
If you have a query about a particular transaction on your statement, call us on 08453 00 03 23 (if your card number begins 525302 please dial 08459 645 645) (Mon-Fri 07:00-00:00 Sat-Sun 08:00-18:00).

Cancelling lost or stolen credit card cheques
If you lose or have your credit card cheques stolen, you should call us immediately on 08453 00 03 44 (Mon-Sun 24 hours) and we will then cancel them.

There is no charge for this service.

Lost, stolen and damaged credit cards
If you lose or have your credit card stolen, you should call us immediately on 08453 00 03 44 (Mon-Sun 24 hours). We will then cancel the card and arrange for a replacement to be sent to you.

If you are abroad please call (44) 01315 49 80 50 (if your card number begins 525302 please dial (44) 131 454 1605) (Mon-Fri 07:00-00:00 Sat-Sun 08:00-18:00).

If your card is damaged, you can arrange for a replacement to be issued by calling 08453 00 03 23 (if your card number begins 525302 please dial 08459 645 645) (Mon-Fri 07:00-00:00 Sat-Sun 08:00-18:00).

Your credit card PIN
With the introduction of Chip and PIN, you will have to key your PIN when you make purchases at Chip and PIN participating retailers. If you enter your PIN incorrectly three times, then your PIN and card will become locked.

If you use your credit card to make cash withdrawals, your card will taken by the cash machine after nine consecutive incorrect attempts.

If you've forgotten your PIN, you can now request a PIN reminder which will be sent through the post. Simply call us on 08453 00 03 23 (if your card number begins 525302 please dial 08459 645 645) (Mon-Fri 07:00-00:00 Sat-Sun 08:00-18:00). Your PIN reminder will then be sent to you by post within 3 to 5 working days.

Please note that for security purposes, we cannot provide your PIN details over the phone.

You can change or unlock your credit card PIN at any cash machine that displays the Link symbol. Just follow the on-screen instructions. Usually this is found within the pin services option.

Note: you cannot change or unlock your pin abroad

Changing your address
If you're registered for our online service, and you've recently moved home and want to change the address we hold for your account, then credit cardholders can do this quickly and easily online. Just view your credit card then select 'Change details' from the 'My accounts' page.

Sign in now or register for our online service.

If you are not registered you can change your address by calling our customer services dept on 08453 00 03 23 (if your card number begins 525302 please dial 08459 645 645) (Mon-Fri 07:00-00:00 Sat-Sun 08:00-18:00). You will need to have your credit card when you call to change your address over the telephone.

Changing the name on your account
To change the name on your credit card account you'll need to visit your nearest branch, with evidence of the name change, for example Marriage Certificate, Civil Partnership Certificate, Deed Poll, or other relevant legal document.

Adding an additional cardholder
The maximum number of additional cardholders allowed is 3. The additional cardholder must be:

• Aged 18 or over - their date of birth and nationality must be provided
• Primarily resident at your current address - for example, your son/daughter/dependent may be away at University, but their primary address for all of their financial accounts remains at your address
• An immediate family member - spouse, partner, parent, brother, sister, grandparent or dependant

To add a new cardholder or to remove/amend an existing cardholder (amendments apply to name and nationality only), please contact us on 0845 28 38 48 (if your card number begins 525302 please dial 08459 645 645) Mon-Sun, 24 hours.

Please note that additional cardholders will not be able to view the credit card online.

As principal cardholder, you are responsible for all transactions made on any additional cards. If the additional card is withdrawn, you must retrieve and destroy the card, during which time you are still liable for all transactions made using the card.

If for any reason you cannot reteieve the card, please call the card services team on the number shown on the reverse of your card.

Credit card services available online
Manage your credit card online and you'll have access to the full range of online card services:

• View your last statement and balance
• View any recent transactions - these will appear on your next statement
• Pay your monthly bills online
• Transfer balances from other credit or store cards

To make use of these services, you'll need to register for our online service. If you're already registered for the online service, you simply need to add your account to your 'My accounts' page.

Closing your account
We're sorry to hear that you wish to close your account. To close your account please call our customer services department on 08708 50 02 43* (Mon-Fri 08:00-21:00 Sat 09:00-17:00), or write to us at the following address:

Customer Services
Bank of Scotland
Card Services
Pitreavie Business Park
Dunfermline
KY99 4BS