General bank account enquiries

  • 1.

    Reporting a lost or stolen card

    If you can't find your card, there's no need to worry. Simply report it in our Mobile Banking app or Internet Banking.

    How to report a lost or stolen card

    You can view your card details in our app while you wait for you new card to arrive.

    Back to top
  • 2.

    Setting up standing orders

    Check out how to set up a standing order in our app and Internet Banking.

    Back to top
  • 3.

    Making payments

    Payments are quick and secure in our Mobile Banking app and Internet Banking. We also have details on limits and timings.

    Back to top
  • 4.

    Statements

    It is simple to manage your statement in our app and Internet Banking. You can also change your paper free preferences there.

    Spot a transaction you don’t recognise? Visit our guide to find out what to do next. 

    Back to top
  • 5.

    Banking online

    Bank safely and securely whenever you want in our app and Online Banking.

    New to banking online? Check out how to register today.

    Back to top
  • 6.

    Text alerts

    It’s important to monitor your account regularly to make sure you have enough funds to make any payments due. Our mobile alerts service offers a simple way to stay on top of your finances without even having to think about it.

    Arranged overdraft

    To help you minimise charges we’ll let you know by text when:

    • You're about to use or you've started using your arranged overdraft.
    • We’ve started to charge you for using an arranged overdraft.
    • To stop these alerts, text STOPA to 64447 or to opt back in, text STARTA to the same number.

    Unarranged overdraft

    To help you manage your balance we’ll let you know by text when:

    • You need to pay money into the account to cover a standing order.
    • We refuse a payment.
    • You’re about to use or have started using an unarranged overdraft.

    Find out more about Text alerts

    Back to top
  • 7.

    Change your details

    Visit our guides to learn how to change your personal details including your name,  address, and phone number.

    More profile and settings guides

    Back to top
  • 8.

    Replacement card

    Learn how to order a replacement card in our app and on Internet Banking.

    Replacement cheque book

    Need a replacement cheque book? You’ll need to contact us.

    Back to top
  • 9.

    Joint accounts

    • Two people using one account - A simple way to share spends and see them on one monthly statement
    • Both account holders get a Visa debit card
    • Both account holders can also separately set up and manage Internet Banking

    Open a joint account or add another person to an existing account

    • Visit us in branch and our staff will be happy to help. In busier periods when staff may not be immediately available, we’ll be happy to book an appointment for a later date. Alternatively, make an appointment at your local branch.
    • Don’t forget to take identification and if the second person is not an existing Bank of Scotland customer they will need to provide identification - view acceptable forms of identification.

    Looking to switch your joint account to us?

    • Ensure you add the other account holder to your new account before completing your switch

    Please be aware of the following:

    • Both account holders must be aged 18 or over
    • Student Current Account and Under 19s accounts cannot be made into joint accounts
    • Both people named on the account are individually and jointly responsible for any debts on the joint account
    • Credit reference agencies often create a financial link or association between people who have a joint account. Meaning that the financial situation of the other person on the account could affect your credit rating
    • Both people named can use the account benefits and features without needing the approval of the other

    Remove someone from a joint account

    A request to remove someone from your bank account can be made in branch and will only be accepted where the account is in credit.

    Back to top
  • 10.

    Cash withdrawal limits

    You can withdraw up to £800 a day from any cash machine. You can also make cash withdrawals over the counter in any Bank of Scotland branch. When making large withdrawals, you will need to prove your identity.

    Back to top
  • 11.

    Closing your account

    There are various ways you can close your current account, including by phone, in branch and by post. Find out how to close your account.

    Have you considered switching to one of our other current accounts, which may better suit your banking needs? You can compare all the current accounts we offer to find the right one for you.

    Back to top
  • 12.

    About midata

    When you bank, shop or pay a bill, this information can form a picture of your spending and shopping habits. midata gives greater access to your personal data and the ability to use it, as it can be helpful when choosing suitable products and services.

    A midata file shows your previous 12 months spending and banking history, without any information like your name, address or date of birth.

    To download a midata file, simply log in to Internet Banking and select the ‘More actions’ button under your bank account. You can find midata under the ‘Account services’ menu.

    Back to top
  • 13.

    Switching to an account outside the UK?

    You can’t use the UK Current Account Switch Service to move your regular credits and debits to a bank account in another country. But we can help you with information that will help you to move them yourself.

    Check out your regular payments

    You can view your everyday payments in our app and Internet Banking. 

    Review payments into your account

    For any payments into your account or other information you can search your statement. Once you’ve retrieved all the information you need you can then print the pages.

    To redirect payments to your new account, contact the person or company that makes the payment and give them your new account details.

    To make payments from your new account, you’ll need to set up a new payment instruction with your new bank.

    Transferring your balance to a new account

    Our website explains all you need to know about sending money outside of the UK. If you don’t bank online, you can make the transfer in your local branch. If you want to make a transfer in branch, please bring a suitable ID.

    Closing your account

    Once you’ve redirected any regular payments and transferred your balance, you can close your account by messaging us in our app, going to your local branch, or call us.

    Back to top