Common credit card enquiries

Application questions

What is credit scoring or credit checking?

Payment and fee questions

How can I make a payment to a Bank of Scotland Credit Card?
What Direct Debit options are available to me?
When will my Direct Debit payment come into effect?
Can I cancel a Direct Debit?
Can I amend the date on which my payments are due?
How can I find out what rate of interest I am currently paying?
What happens if I miss a monthly payment?

Introductory offer period and balance transfer questions

When will my introductory period end?
How can I transfer a balance?
How long does it take to make a balance transfer?

Credit card account questions

How do I query an entry on my statement?
Can I change my credit limit?
Do you offer payment protection insurance?

Information for customers of Card Protection Plan (CPP)

Information for customers who purchased card protection from CPP.


Application questions

What is credit scoring or credit checking?
Like all responsible credit card companies we take a number of factors into account when we assess your application. A credit search is when we carry out a search on your name and address with a Credit Reference Agency to help us understand more about your credit history. Each time a search is done it is noted on your credit record to let other organisations know that we have asked for information about you. Further information on credit scoring is available if you wish to find out more.

Payment and fee questions

How can I make a payment to a Bank of Scotland credit card?
There are many ways that you can make a payment to Bank of Scotland credit cards. We have a full list of payment methods to help you to decide which best suits your needs.

What Direct Debit options are available to me?
There are three Direct Debit options:

  • Full payment - this will collect the total balance shown in your monthly statement.
  • Minimum payment - this will collect the minimum payment shown on your monthly statement. Paying this way means you can avoid late fees but will usually mean you’ll be charged interest on your outstanding balance. To help reduce interest charges you can make an extra payment on top of your Direct Debit.
  • Regular monthly amount - this allows you to choose a fixed amount or a percentage you want to pay each month. If this is less than the minimum payment we will set the payment to the minimum amount. For fixed amounts; if your chosen amount is more than your statement balance we will set the payment to the statement balance. If paying a fixed percentage; as this amount will fluctuate dependant on your statement balance, it is important to monitor your statement and ensure you have sufficient funds available on the collection date.

When will my Direct Debit payment come into effect?
We will work with the holder of your Bank Account to set up a direct debit. Do not stop making alternative forms of payment until you receive confirmation on your credit card statement that your Direct Debit has been set up.

Can I cancel a Direct Debit?
You have the right to cancel your Direct Debit at any time. You will need to contact us at least 4 working days before your payment collection date if you need to cancel your Direct Debit.

Can I amend the date on which my payments are due?
You may want to change your payment date to one which is more convenient for you. If so, just call 08457 29 39 49 (if your card number begins 525302 please dial 08459 64 56 45) (Mon-Sun, 24 hours).

What rate of interest am I currently paying?
The current interest rate for your existing credit card is shown on your monthly statement. Alternatively you can call us for the information on 08457 29 39 49 (if your card number begins 525302 please dial 08459 64 56 45) (Mon-Sun, 24 hours).

What happens if I miss a monthly payment?
If you miss a monthly payment the use of your card may be suspended and we may need to contact you. If you exceed your credit limit, your account may be blocked and you will need to pay the excess amount before, or along with, your next monthly payment. You may also be charged an overlimit fee.

Missed or late payments will be recorded on your credit file and could affect your future credit rating.

Introductory offer period and balance transfer questions

When will my introductory offer end?
The length of your introductory offer depends on the card you have. Your introductory offer commences on the date that your Bank of Scotland Credit Card account is opened and the length of your introductory offer will be written in your credit card conditions.

How long does it take to make a balance transfer?
After approving your request we will make arrangements with your other card issuer(s). Once these arrangements are complete, the money will normally arrive by the next working day. Call us on 08457 29 39 49 (if your card number begins 525302 please dial 08459 64 56 45) (Mon-Sun, 24 hours) and provide the balance transfer details (amount, account number and issuer).

How can I make a balance transfer?
You can transfer a balance to your Bank of Scotland credit card online if you are registered for our Internet Banking service.

Alternatively, call us on 08457 29 39 49 (if your card number begins 525302 please dial 08459 64 56 45) (Mon - Sun, 24 hours) and provide the transfer details (amount, account number and card issuer). A handling fee may apply, please see your terms and conditions.

After approving your request we will make arrangements with your other card issuer. Once these arrangements are complete, the money will normally arrive by the next working day.

Balance transfers can be made from most credit and some store cards, excluding other Bank of Scotland products.

Credit card account questions

How do I query an entry on my statement?
If you have a query about a particular transaction on your statement, call us on 08457 29 39 49 (if your card number begins 525302 please dial 08459 64 56 45) (Mon-Sun, 24 hours).

Can I change my credit limit?
In order to help us to make a decision we require at least six months payment history on your account before you can request an increase of your credit limit. You can decrease your credit limit at any time after your card has been activated.

If you wish to apply to change your credit limit, please call 08457 29 39 49 (if your card number begins 525302 please dial 08459 64 56 45)(Mon-Sun, 24 hours).

Do you offer Payment Protection Insurance?
Currently we do not provide a payment protection insurance product but for further information view a leaflet about this type of insurance which has been independently produced.

Information for customers of Card Protection Plan (CPP)

Information for customers who purchased card protection from CPP.

This information applies to Bank of Scotland customers who purchased card protection products from Card Protection Plan (CPP).

The card protection company CPP and the Financial Conduct Authority (FCA) have announced that some customers of CPP may be offered compensation via a redress scheme.

The planned compensation relates to sales of card protection products which emphasised the benefits of cover for fraud protection. This cover should not have been included in the CPP product as customers already had fraud cover included with their credit card.

A compensation scheme has been proposed and, if voted for by policyholders and approved by the High Court, will provide compensation to customers from several major banks and credit card issuers.

Some Bank of Scotland customers purchased card protection through CPP before 2005 and continued to hold the product after 2005. These customers will be offered compensation through the scheme. Customers eligible for compensation will have received notification in writing from CPP and during November will receive a pack enabling them to vote on the Scheme.

If you receive a voting pack from the Scheme and have any queries, please go to www.cppredressscheme.co.uk for more information or contact the helpline on 08000 83 43 93 (Mon-Fri 8am to 9pm; Sat 9am to 6pm).

For queries outside of the redress scheme helpline opening hours, call us on 08457 29 39 49 (Mon-Sun, 24 hours).