How to complain

Calling us is usually the quickest way to resolve a problem. However, you can also view our common enquiries which may answer your question.

Complain about PPI?


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

Over the phone

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.

If you're calling from abroad or would prefer not to use the 0800 number, you can call us on +44 0131 278 3729 or +44 0131 278 3690 for textphone.

Secure online form

To make a complaint online you can use our online form. We will aim to contact you within 48 hours (Mon – Fri) to discuss your complaint.

Complain online

In branch

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.

Find a branch

Email

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If you decide to e-mail us, do not quote any sensitive account information such as your account numbers, we won't be liable for any lost data you supply.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:

  • Your full name
  • First line of your address and postcode
  • The banking product your complaint is about (if applicable)
  • As much information about the complaint as you feel able to give (excluding account numbers and sensitive account information)
  • Any particular actions you should wish us to take to resolve your complaint
  • A contact number and the best times to contact you, as we'll call you once we've received your e-mail.

Letter

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,
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

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.

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.

Our promise


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.

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.