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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.
Our guides help many customers find the answers to their queries.
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.
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..
The following guides explain some of the most common things people want to know about their account.
We can help with the most popular features of our app and Internet Banking.
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.
If these guides didn't help, please get in touch by selecting the best option for you.
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 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:
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.
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.
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:
The Financial Ombudsman Service
Phone: 0800 023 4 567