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How to complain
We’re really sorry we’ve let you down.
Sometimes things can go wrong. When this happens, we encourage customers to tell us about it. We need to know what happened so we can try to put things right.
Let us help you
Our guides help many customers find the answers to their queries.
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Card payments are often declined when you reach a payment limit or have earmarked money in your account.When you make a debit card transaction, the money is earmarked in your account. Once the amount you’ve spent leaves your account, we’ll remove the earmark.
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If you have a transaction that you’re unhappy with, one of the following guides might help.
Sometimes the transaction might be an earmark added by a retailer to your accountWhen you make a debit card transaction, the money is earmarked in your account. Once the amount you’ve spent leaves your account, we’ll remove the earmark..
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The following guides explain some of the most common things people want to know about their account.
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We can help with the most popular features of our app and Internet Banking.
Logging in
- You can select Show when typing your password to make sure you haven't mistyped it when logging in.
- There are two levels of security when logging in - your password and Memorable Information. These are different.
- We’ll ask you to enter your full password and your username.
- We’ll only ask you to select three random characters of your Memorable Information.
Make sure you have a stable internet connection. If you switch networks, you might get logged out or experience an error message. For example, if you use Wi-Fi at home and then your mobile data connection when you leave the house. If this happens, refresh the app and try again.
Reset your login details- If you’ve forgotten any of your login details, select the Forgotten your login details? link on the log in page.
- You can change your password only, your Memorable Information only, or both.
- You can also find out your username.
Find out how to reset your login details
Deposit cheque- Use our app to take a photo of the cheque to save yourself a trip to branch.
- Once accepted, we’ll process the cheque just like normal.
- The money is usually available the next working day.
- Make sure the name on the cheque matches the name on your account or it might be rejected.
Find out how to deposit a cheque using our app
Pay someone new- When you’re paying someone for the first time, we do some checks to make sure you’re sending your money to the right person.
- We check the sort code and account number against the name of the person you’re paying.
- Make sure you use the person’s full name rather than any nicknames or abbreviations.
- Sometimes we’ll ask you to give us extra information about the payment to protect you from fraudsters.
- When someone is paying you for the first time, there’s an option to share your account details in our app.
Find out how to pay someone new
Get in touch with us
If these guides didn't help, please get in touch by selecting the best option for you.
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Secure Online Form
This form allows you to raise complaints with us online. It shouldn’t take long to complete.
We’ll try to resolve your complaint as quickly as possible.
By completing this form, you agree to us recording all the details you share. We'll only use what you tell us in relation to this complaint.
Write to us
Write to us at Bank of Scotland, PO Box 761, Leeds, LS1 9LF.
So we can resolve your complaint as quickly as possible, please include the following information in your letter:
- Your account details – this helps us to find the account you’re complaining about.
- As much information about the complaint as you feel able to give.
- Are there any particular actions you want us to take to resolve your complaint?
We’ll contact you by phone once we receive your letter. It’s important that you tell us the best phone number and the best time to contact you.
What happens next?
We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve it there and then, we’ll take it away. We aim to sort things out as soon as we can and we'll keep you updated along the way.
If your complaint is about a payment or a payment service - such as a Direct Debit or account statement - we aim to respond within 15 days. Sometimes we may take up to 35 days to respond. If so, we’ll let you know.
What can I do if I’m still unhappy?
If you're not happy with the outcome of your complaint, you have the right to refer it to the Financial Ombudsman Service within 6 months. This service is free.
Here’s how you can contact them:
Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk