Make a Complaint

We're here to help if you feel let down

  • Sometimes things can go wrong and we encourage customers to tell us about it.
  • You can get answers to many common questions online.
  • If you feel you need to speak to us, there's several ways to get in touch.

How we can help you 

Check out how we can support you with your question. 

1. Find support online

If you don't want to make a complaint but just need support, our virtual assistant can help with many everyday banking questions.

Our website also has guides on many common questions which customers ask. 

Meet our virtual assistant

2. Get in touch with us

If you can't find the help you need, there’s several ways to make a complaint.

  • Call us

    Give us a call on 0800 072 8668. If you’re calling from outside the UK, call us on +44 0131 278 3729

    Lines are open 24 hours a day, 7 days a week.

    Textphone

    If you've got a hearing impairment, you can use textphone number 0800 056 7294. If you're calling from outside of the UK, call us on +44 0131 278 3690.

  • Talk to a member of our team face-to-face in one of our branches.

    Find a branch

  • 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.

    Complain online

    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.

    How to complain if you have a business account

You can message us 24 hours a day, 7 days a week in our Mobile Banking app.

How to message us

3. 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 out things as soon as we can and we’ll keep you updated along the way.

After five days

If we haven’t managed to resolve your complaint within 5 working days, we’ll contact you with an update or acknowledgement.

After four weeks

If we’re still investigating your complaint at 4 weeks, we’ll contact you to let you know.

After eight weeks

We’ll send you a final response. Our aim is to resolve your complaint well before this.

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.

4. 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 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 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

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