Calling us is usually the quickest way to resolve a problem. However, you can also visit is in branch or complete our online form if you prefer.
Call our Telephone Banking Service, 24 hours a day, 7 days a week, on 0800 072 8668.
If you've a hearing impairment you can use textphone number 0800 056 7294.
Lines are open 9am - 5.30pm, 7 days a week. You'll need specialised equipment to use this service.
Visit any of our branches to talk to a member of the team. If we can’t resolve your issue whilst in the branch we’ll get specialist assistance to ensure it is resolved.
You can email us at: OnlineComplaints@bankofscotland.co.uk
Although we provide you with an e-mail address, you need to be aware that e-mail is not a secure way to get in touch. You might feel more comfortable using our secure online complaint form, where you can provide us with all your details securely in one go.
If you decide to e-mail us, do not quote any sensitive account information such as your account numbers, we won't be liable for any lost data you supply. But to help us resolve your complaint as quickly as possible, please include:
If you contact us online we will receive your complaint/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,
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.
The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response:
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
Please note: You may be able to submit a claim through the European Online Dispute Resolution Platform if you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service.
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:
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.