If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. To help find the right solution for your needs you can use our coronavirus support tools for credit cards and loans and for Halifax mortgages. If you have a Bank of Scotland mortgage, find out more here.

Managing your credit card

Your Credit Card

  • 1.
    Add a cardholder
    • You can share your credit card account and credit limit with anyone aged 18 or over, subject to application.
    • As the main cardholder, you're responsible for all spending on the card. You're also responsible for making the monthly payments.
    • You'll see all your card spending on your monthly statement. Only the main cardholder will be able to view the credit card online.
    • Should you decide to remove an additional cardholder, you will still be responsible for the card until it has been destroyed. If you cannot get the card back, please call us.

    To add, remove or amend a cardholder:

    • You can call us on 0345 964 5645 (7am -11pm, seven days a week)
    • Log in or register for Internet Banking. Click on the ‘More actions’ box next to your credit card and then ‘Account services’.
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  • 2.
    Changing your credit limit

    We require at least six months payment history on your account before you can request an increase of your credit limit. You can decrease your credit limit at any time after your card has been activated.

    You can apply to increase or decrease your credit limit online, simply select the ‘more actions’ button on your credit card account and then the ‘manage credit limit’ button, or you can call 0345 964 5645 (Mon-Fri, 7am - 10pm and Sat-Sun, 8am - 6pm).

    From time to time we may write to you offering a credit limit increase. If this happens, we will give you 30 days notice before any change will take effect. Should you wish to decline the change, call 0345 964 5645 (Mon-Fri, 7am - 10pm and Sat-Sun, 8am - 6pm).

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  • 3.
    Your credit card PIN

    You can change or unlock your credit card PIN at any cash machine that displays the Link symbol. You cannot unlock your PIN abroad.

    If you've forgotten your PIN, you can get an instant reminder in the Mobile Banking app. Find out how to check your PIN in the app. 

    If you don’t have the app, you can find out how to download it here.

    If you’d prefer a paper reminder, we can send you a PIN reminder in the post. You’ll receive it in 3-5 working days.

    To request a reminder:  

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  • 4.
    Closing your credit card account

    To close your account please call us on 0345 964 5645 (Mon-Fri, 7am - 10pm and Sat-Sun, 8am - 6pm) or write to Bank of Scotland, part of Lloyds Banking Group, at:

    Lloyds Banking Group PLC
    Credit Card Operations
    BX1 1LT

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  • 5.
    Reporting a lost or stolen card

    You can report your card as lost or stolen online, if you are registered for Internet Banking. Simply log in and complete our online form.

    Or, phone us on 0800 0 288 335 (Lines open 24 hours a day, 7 days a week). If you are calling from abroad, you can call us on +44 (0) 131 454 1605.

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  • 6.
    Ordering a replacement credit card

    If there is a problem with your credit card you can report it and request a replacement online. Simply log in to Internet Banking or use the Bank of Scotland Mobile Banking app.

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  • 7.
    Planning to go abroad

    You no longer need to tell us when you are going abroad, our fraud and security systems will always be on the lookout so you can relax when you are away.

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Your Personal details

  • 1.
    Changing your address

    You have two options:

    Call our customer services department on 0345 964 5645 (7am -11pm, seven days a week). Remember to have your credit card to hand.

    Alternatively, complete the Change of address form and post it back to us.

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  • 2.
    Changing your name

    Step 1: download and complete a ‘Changes to customer name’ form. This form is available by logging in to Internet Banking and selecting ‘Change details’ from the ‘Your profile’ tab at the top of the page. You can also pick up the form in branch.

    Step 2: visit your local branch with the completed form and proof of your name. Alternatively, post your completed form and proof of your name.

    You must have an original or a certified copy of the name change document, for example:

    • Deed poll
    • Marriage certificate or civil partnership registration document
    • Divorce papers or dissolved civil partnership papers
    • Passport/driving licence
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Payments and statements

  • 1.
    Making credit card payments

    Online options

    • Direct Debit – you control how you pay so you’ll have one less thing to sort out each month. There are 3 ways to pay:

    - Full payment - clears the total balance shown on your monthly statement

    - Minimum payment - collects just the minimum payment shown on your monthly statement

    - Fixed amount or percentage - pays a fixed amount or percentage each month. We will always collect at least the minimum payment.

    Simply log in or register for Internet Banking to set up a Direct Debit and click on the 'Pay credit card' button.

    • One-off payment - all payments will show on your statement by the next working day:
      - Bank of Scotland account - log into Internet Banking and select the ‘Pay credit card’ button. If you’re using the mobile banking app, select ‘Make a Payment’ from the menu button next to your card.
      - UK debit card - log into Internet Banking and select the ‘Pay credit card’ button. Then choose ‘Debit card from another UK bank’ in the drop-down list.

    Log in or register for Internet Banking to make a payment

    Other options

    • Call 0345 964 5645 (7am - 11pm, seven days a week) to pay from a Bank of Scotland current account or with a debit card from another UK bank.
    • Pop into branch with your credit card to make a cash or cheque payment.
    • Post a cheque made payable to Bank of Scotland followed by your credit card number to Card Services, Bank of Scotland (190), PO BOX 187, Sheffield, S98 1LJ. Only send cheques via the post and use blue or black ink. Allow 7 working days for the payment to reach us.
    • International payment when making a payment from an overseas bank account you may be asked for the following details:

    IBAN – GB38LOYD30675699067997


    However you choose to pay, you need to check that your payment will reach your account by the payment due date. Find out more about how payments are processed here.

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  • 2.
    Changing your payment due date

    You can change the date of your monthly credit card payment to one that is more convenient for you. To change your due date online log in to Internet Banking and select the ‘more actions’ button on your credit card account, then the ‘paying your credit card’ button. Or you can call us on 0345 964 5645 (7am -11pm, seven days a week).

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  • 3.
    Payment Disputes

    For information and frequently asked questions on how we can help you make a claim for disputed payments on your Bank of Scotland credit card, please see our payment disputes page.

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