Disputing a payment on your Bank of Scotland debit card

If you see a debit card transaction which you do not recognise we may be able to help.  Take a look at the common enquiries below to find out how we can help:

  1. How do I cancel a subscription?

    We can help cancel future recurring payments from your account.  You should also cancel the subscription directly with the company you took it out with.
    To cancel the payment let us know the name of the company and the date of the last payment or the date you expect the first payment to be taken.

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  2. A company has taken more payments after I cancelled my subscription. How can I claim my money back?

    We may be able to claim back any payments taken after the date you cancelled. All you need to do is contact us with the name of the company, the date of the last payment and the date and method you used to cancel the payments.

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  3. I do not recognise a payment on my account. What should I do?

    If you are not sure about the details of a transaction on your account it may be that you do not recognise the date, amount or company name  - we may be able to help. Please contact us with your account details, the date of the payment and the name that appears on your statement and we will do our best to help.

    Helpful hints:

    • Have you checked with all account holders?
    • Have you made a similar payment to a company with a different name which has not shown on your account?
    • Have you used another company to make a purchase? For example Amazon, ebay, Paypal?
    • Have you searched online for the company name?
    • Take a look at a related FAQ if the payment is to a cruise ship, hotel or car hire company.

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  4. A company has charged me the wrong amount. What can I do?

    Please contact us with your account details, the date of the payment and the name that appears on your statement and we will do our best to help.

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  5. I have been charged more than once for the same transaction. What can I do?

    If you have been charged more than once for a purchase made through the internet, mail order or over the phone we may be able to claim the amount back from the company.  If this has happened to you please contact us, we will need the date, amount and name of each payment showing on your statement for us to review your dispute further.
    However, if you entered your PIN twice at point of sale, we recommend that you seek assistance from the company first. They may be able to process a refund to your account.
    Take a look at the FAQ below if the company has given you a refund receipt, but no refund is showing on your statement.

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  6. I have not received something that I ordered. What should I do?

    If the date that you were expecting to receive your goods or service by has passed or you have received written confirmation that you will not receive the goods or service, we can review your dispute. If you were not given a specific date, we must allow the company 30 days to fulfil your order.
    We need you to contact us after the date you expected the services or goods, or 30 days after it shows on your statement if you did not receive a delivery date. When you contact us we will need to know the date and the amount of the payment that was taken from your account and the name of the company it was paid to. We will also need to know the following to progress the claim:

    • A detailed description of the item or service ordered.
    • The expected delivery date for the goods/services.
    • Confirmation of the delivery address
    • How you tried to resolve this with the company and any response given.

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  7. I have received something different to what I ordered. What can I do?

    If what you received differs from what your invoice states we may be able to raise a claim in an attempt to retrieve your money back from the company.

    Before we can raise a dispute, you must have tried to resolve the issue with the company and returned the goods. We need proof of the return of the goods. From the date the items were returned, we must allow the company 15 days to provide either a refund or replacement items.
    If you do not receive a refund or replacement after 15 days from return date, we will require a few things from you to enable us to investigate:

    • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
    • An invoice showing what was ordered
    • Proof of what was received (including details of differences)
    • Proof of return to the company and proof the company have received the returned goods (If returning goods, we suggest  you use a method which will track the goods)

    Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.
    If you believe the goods are fake or counterfeit, take a look at the related FAQ

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  8. I have received faulty or damaged goods. What can I do?

    If the item is faulty or damaged when you receive it and you have been unable to resolve the issue with the company directly, we may be able to raise a dispute against the company for the amount paid.

    Before we can raise a dispute, you must have tried to resolve the issue with the company. You must have also attempted to return the goods or made them available for collection to the company. When returning goods we suggest you use a method which will track the goods as we will need proof of the return.

    We must allow the company 30 days to provide either a refund or replacement items. If you do not receive a refund or replacement after 30 days from return date, we will require a few things from you to enable us to review your dispute:

    1.    A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
    2.    An invoice showing what was ordered
    3.    Proof of what was received (including details of any fault or damage)
    4.    Proof of return to the company and proof the company have received the returned goods (If returning goods, we suggest you use a method which will track the goods).
    Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

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  9. An item I have purchased has developed a fault. What can I do?

    Where goods were received in working order but later developed a fault, you should contact the company to resolve this.

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  10. I ordered genuine goods and have received counterfeit goods or a letter from Customs and Excise. What can I do?

    If your goods have been seized at Customs and you have had a letter confirming this, we can use this letter as supporting documentation to assist in a claim to obtain a refund for the items you purchased.

    If you received goods that you believe are fake, we can help you to claim the money back if we have evidence of this.

    Some brands provide online assistance to confirm goods are counterfeit. For example, Ugg allow you to check if the company you purchased from is genuine. We can use this as supporting evidence to assist in securing your refund.

    We will require a few things from you to enable us to review your dispute:
    1.    A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
    2.    A confirmation or invoice of what  was ordered
    3.    Proof of what was received (including confirmation from ‘an expert in the field’ or customs that the item was fake)
    4.    Confirmation of the current location of the goods
    5.    The date you received the goods or customs and excise letter.
    Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

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  11. A refund is not showing on my statement. What can I do?

    If the company tells you they will refund you, we must wait 15 days to see if that refund does show on your account. If it has not been 15 days yet, we recommend that you discuss your concerns with the company.

    We recommend that you try to resolve these issues with the company in question first; they may already be aware of the problem and be happy to resolve the issue for you.

    If you do not receive a refund after 15 days from the date on your refund voucher, we may be able to help, we will require a few things from you to enable us to review your dispute:
    1.    A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
    2.    A copy of the refund voucher showing at least the last 4 digits of the card refunded, the date of the refund and the amount of the refund. If you do not have a refund voucher, we suggest you raise your concern with the company.

    Once we receive the documentation, we will be happy to assist. We recommend that you only send in photocopies of receipts and invoices.

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  12. I expected a better quality of goods. What can I do?

    If you are unhappy with the quality of goods or services you have received and have been unable to resolve the issue with the company directly, we may be able to raise a dispute against the company for the amount paid.

    Before we can raise a dispute, you must have tried to resolve the issue with the company. You must have also returned or attempted to return the goods to the company. When returning goods we suggest you use a method which will track the goods as we will need proof of the return. When you contact us we will need to know the date and the amount of the payment that was taken from your account and the name of the company it was paid to.

    We will also need to know the following to progress the claim:

    A full explanation of what was not as described and detailed information regarding the quality of the goods or service.

    The date you received the goods or services.
    The date you returned the goods or cancelled the services. Please include the location of the goods, the name of the shipping company and the tracking number if available.

    If it has not been possible to return the goods or cancel the service please supply information relating to how you attempted to return the goods or cancel the services and the response from the company.

    Once we receive the documentation, we will be happy to review this for you. We recommend that you only send in photocopies of receipts and invoices.

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  13. What are pending transactions?

    Pending transactions – which Internet Banking customers can view on the home page of their statement - are paid-in cheques being processed, plus card transactions you have authorised that have not been taken from your account balance.

    To help you manage your money, pending card transactions are deducted from your ‘available funds’, which also includes any planned overdraft. Please bear in mind most contactless payments will not appear as pending transactions – they will show in the main section of your statement within a few days.

    If you dispute a pending transaction, we can only investigate it once it shows on your main statement page when we will be able to provide more information about it.

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  14. I ordered samples/free trials from a company and now I have incurred extra costs. What can I do?

    You may have been asked to enter personal details for postage and packaging of sample products or trial terms. At the time you may not have realised that the company was asking for permission to take further payments from your account through their terms and conditions.

    We may be able to help if you cancelled with the company before they have taken a payment or if you wish to stop future payments from being made to the company, or if you have not received goods that were paid for.

    It may be helpful for you to look at these related FAQs:

    How do I cancel a subscription?
    A company has taken more payments after I cancelled my subscription. How can I claim my money back?
    I have not received something that I ordered. What should I do?

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  15. I have a problem with a payday loan. What can I do?

    You may have applied for a payday loan and wish to cancel your repayments, or you may have paid off your payday loan and they have continued to take payments.

    Take a look at these FAQs to help:

    How do I cancel a subscription?
    A company has taken more payments after I cancelled my subscription. How can I claim my money back?

    Please note if you have not paid off your loan and you cancel your payment the company may pursue you for your payment.

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  16. I have been charged a fee to search for a loan. What can I do?

    Sometimes when you are looking for a loan online, you may be charged an administration or broker fee. These are charged by the company for searching for a loan on your behalf.

    You may find that this FAQ also helps:

    I don’t recognise a payment on my account. What should I do?

    If you have searched for a loan, we suggest that you speak directly with the company you used. Broker’s terms and conditions often advise that if they are unable to find a loan, your details may be passed on to other companies to perform a similar service.

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  17. I have been charged extra by a hotel, cruise ship or car hire company. What can I do?

    If the company has not made you aware of why they have taken a further payment, we will review the details of your dispute to see if we can assist you in securing a refund. We need to try to contact the company first to see if they are able to provide you with a reason for the extra payment. The company may be able to provide a valid reason or may provide you with a refund themselves. If the company is not willing to assist, we may be able to help.

    Get in touch with us to raise a claim where you have not been informed of a payment being taken from your account. It will help your case if you are able to tell us how you have tried to resolve the dispute with the company as this may assist in the claim.

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  18. I want to make a claim under Section 75 of The Consumer Credit Act 1974. What should I do?

    Section 75 of The Consumer Credit Act 1974 gives credit card customer’s legal rights if they have paid for goods or services using their credit card. It applies when the total price of the goods or services is between £100 and £30,000 and all or part of the purchase price was made using a credit card.

    If you have bought something using your credit card, the credit card issuer and the merchant may be equally liable for compensating you if things go wrong. For example if there is a breach of contract or misrepresentation by the merchant against you, you may be able to successfully claim a refund through us

    We will need to show that the company has not complied with their legal obligations or has misled you.  For all cases we will need the following documentation:

      • A full covering letter detailing the exact nature of your claim and what you have done so far to resolve it directly with the company.
      • A copy of your invoice, contract and terms and conditions – if available
      • A copy of all additional payments made to the company that are not on your credit card.

    Depending on the scenario of your claim we may also need other supporting evidence which is related to the case. For example, evidence that the company is no longer trading, copies of warranties, photographic evidence etc

    We recommend that you only send in photocopies of receipts and invoices.

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  19. Contacting us

    Please contact us if you wish to dispute a payment.

    By Phone

    Call our debit card helpline on 0345 600 9179.  If you need to call the debit card helpline from abroad, the number is 0044 1702 431 231.

    By Post

    If you do not want to speak to our helpline, but you have the documentation required send it to the address below, remembering to include your card number:
    Debit Card Disputes
    Charlton Place
    Charlton Road
    Andover
    SP10 1RE
    Please see our contact us page to get in touch about anything else.

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