Credit cards help and guidance

Need help? Whether you're thinking of applying for a Bank of Scotland credit card or you're already a customer, our quick links and useful guides will point you in the right direction.

Coronavirus (COVID-19) support

We’re with you during this crisis. If your income has been affected by coronavirus, we’re here to support you. 

Quick help with your credit card

Report your card lost or stolen

If you're registered for Internet Banking, you can report your credit card lost or stolen online.

Log in to report your card lost or stolen

Or call us on 0800 028 8335. If you're outside the UK, call +44 (0) 131 454 1605. Lines are open 24 hours a day, 7 days a week.

Misplaced your credit card?

You can freeze and unfreeze your cards through our Mobile Banking app.

Get a replacement card or PIN reminder

If you’ve got a problem with your card or you've forgotten your PIN, you can request a replacement card or PIN reminder online.

Log in to get a new card or PIN reminder

Or call us on 0345 964 5645 (Mon-Sun, 7am - 11pm).

If you have the Mobile Banking app, you can get an instant reminder of your PIN in the 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.

Don’t recognise a transaction?

Most credit card purchases are covered by Section 75 of the Consumer Credit Act 1974. But even with this additional protection you may still need to dispute a transaction. If you see something you don’t recognise on your statement and the company that’s taken the payment can’t help, contact us to raise a payment dispute.

Need something else?

If you need more help with your Bank of Scotland credit card, visit our existing customers page. Here you can find out how to activate your card, how to make a change to your account, ways to pay your bill and other useful information.

Help for existing customers

Understanding credit cards

Credit card basics

Our guides will help you understand the basics of credit cards and how to choose the best one for you.

Staying in control

Getting to know your credit card better will help you enjoy its benefits while staying out of financial difficulties. Read these guides to feel more in control of your card.

Going abroad?

You no longer have to tell us when you’re travelling abroad. Our fraud and security systems are always on the lookout for suspicious activity on customers’ accounts, meaning you really can relax when you’re away. But there are a few things you should know before you travel.

Making sure you get a fair deal

We want you to find a product that's right for your circumstances, which is why we adhere to the Standards of Lending Practice, which are monitored and enforced by the Lending Standards Board.

To find out more you can read the statement of responsibilities, which details what's expected of us, the lender and you the borrower.

Download the statement of responsibilities (PDF 60KB)

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.