Help with a complaint

We are sorry you are not happy with the service you have received. To help support you, we have a list of common enquiries below. Let us try to help you and if you still wish to make a complaint you can find the details about how to contact us on this page.​

Let us help you with some common enquiries

I need help with a payment

Question a Transaction

Identifying a transaction

Moving money and paying bills

Sending money outside the UK

Receiving money from outside the UK

I need help with a current account

Understand more about fees and charges

I’d like more information on overdraft changes

View your statements

Open a new account

I need help with my credit or debit card

Report a lost or stolen card

Request a replacement card or PIN 

Activate your credit card

Card freezes

Using your cards abroad

Coronavirus help and support

Here are some of the ways we can help you during these challenging times. 

I need help with a PPI complaint

If you have a concern about how your PPI (Personal Protection Insurance) policy with us was sold, please visit our PPI complaints page.

I need further help and support

Not found the answer you are looking for? To help you find the information you need, we’ve collected some of our common customer questions.

Still wish to make a complaint?

If you'd like to talk to us about a query or complaint, please get in touch using one of the options below.

Our promise to you

  • Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we make you a promise:
  • We will do our very best to put things right as soon as you get in touch.
  • Where that’s not possible, we will make sure you have the contact details of the person or team dealing with your complaint.
  • No matter how you choose to tell us about your complaint, whether it is by phone, in branch, online or in writing, we will give it our full attention and commitment to resolving it for you.

Over the phone

Call our Telephone Banking Service on 0800 072 8668. If you're 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 a hearing impairment you can use textphone number 0800 056 7294. If you are outside of the UK, you can call us on +44 0131 278 3690.

Lines are open 9am - 5.30pm, 7 days a week. You'll need specialised equipment to use this service.

Mobile Banking app

Message us 24 hours a day 7 days a week.

If you use our app, you can select 'Support' then 'Message us', and we'll be ready to help.

More about our Mobile Banking app

In branch

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

Find a branch

  • Secure Online Form

    Please note that we're currently prioritising our most vulnerable customers. This means it could take between 1-8 weeks for us to come back to you with a resolution.

    If you need help more urgently with a product or service, please use our help centre. If you can't find what you're looking for please call us, or send us a message using our Mobile Banking app.

    Please note: By completing this form you consent to us recording all the details you share, however we'll only use what you tell us in relation to this complaint.

    Complain online

    Letter

    If you contact us online we will receive your complaint or feedback sooner.

    If you choose to write to us, please include your account details and address along with the above information.

    You can write to us at:

    Bank of Scotland,
    PO Box 761,
    Leeds,
    LS1 9JF.

    • We will do all we can to resolve your complaint on the same day.
    • If we do not manage to resolve the complaint within 5 working days we'll write to give you an update and let you know when you can expect a full response.
    • Once all the details of the complaint have been investigated, (we may call you for further details) we will issue a ‘final response’ to your complaint.

    The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response:

    • If your complaint relates to payment services or e-money (e.g. Direct Debit, Online Transaction) we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, the FCA gives us a maximum of 35 business days.
    • For all other types of complaint the Financial Conduct Authority (FCA) gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline.

  • Bank of Scotland is a member of the Financial Ombudsman Service, which offers an independent review service. If you are still not happy with the agreement we have proposed, you can ask the Financial Ombudsman Service to look at your case for free.

    We can provide details of how to contact the Ombudsman:

    The Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Telephone: 0800 023 4 567
    Email: complaint.info@financial-ombudsman.org.uk
    Website: www.financial-ombudsman.org.uk

  • We will treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC). You do not need to use a CMC and they will typically charge an upfront fee or take a proportion of any compensation you may be due. By coming directly to us you will not be disadvantaged.

Complaints information

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority.

View the complaints data for firms associated with Bank of Scotland.

Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.