Common credit card enquiries

Application questions

  1. What is credit scoring or credit checking?

    Like all responsible credit card companies we take a number of factors into account when we assess your application. A credit search is when we carry out a search on your name and address with a Credit Reference Agency to help us understand more about your credit history. Each time a search is done it is noted on your credit record to let other organisations know that we have asked for information about you. Further information on credit scoring is available if you wish to find out more.

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  2. Can I apply for a second credit card with Bank of Scotland?

    As an existing Bank of Scotland credit card customer you can apply for a second credit card. A second Bank of Scotland credit card could give you additional flexibility over your finances with the ability to keep balances separate by using a second card for a specific purchase, event or to consolidate existing credit card debt. A second card may also give you the opportunity to take advantage of different credit card benefits such as introductory offers and rewards.

    As an existing Bank of Scotland credit card customer you can apply to swap your credit card. Swapping your card means you only have one card in your wallet, as your current card will be closed and a new credit card issued.

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Payment and fee questions

  1. How can I make a payment to my Bank of Scotland credit card?

    There are many ways that you can make a payment to Bank of Scotland credit cards. We have a full list of payment methods to help you to decide which best suits your needs.

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  2. What Direct Debit options are available to me?

    If you wish to make your monthly payments by Direct Debit, you have three options:

    • Full payment - this will collect the total balance shown in your monthly statement.
    • Minimum payment - this will collect the minimum payment shown on your monthly statement. Paying this way means you can avoid late fees but will usually mean you’ll be charged interest on your outstanding balance and it'll take you much longer to pay off. To help reduce interest charges you can make an extra payment on top of your Direct Debit.
    • Regular monthly amount - this allows you to choose a fixed amount or a percentage you want to pay each month. If this is less than the minimum payment we will set the payment to the minimum amount. If you choose a fixed amount which is more than your statement balance we will set the payment to the statement balance.

    The Direct Debit will only collect the payment amount if you have sufficient funds in that bank account. If you do not, the payment will not be received by us.

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  3. When will my Direct Debit payment come into effect?

    We will work with the bank who you have your current account with to set up a direct debit. You should keep making alternative forms of payment until you receive confirmation on your credit card statement that your Direct Debit has been set up.

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  4. Can I cancel a Direct Debit?

    You have the right to cancel your Direct Debit at any time. You will need to contact us at least 4 working days before your payment collection date if you need to cancel your Direct Debit.

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  5. Can I amend the date on which my payments are due?

    You can change the date of your monthly credit card payment to one that is more convenient for you. If you’re registered for Internet Banking, you can log in and change your payment due date online or just call 0345 964 5645 (7am -11pm, seven days a week) and we’ll arrange it for you.

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  6. What rate of interest am I currently paying?

    The current interest rate for your existing credit card is shown on your monthly statement. Alternatively you can call us for the information on 0345 964 5645 (7am -11pm, seven days a week).

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  7. What happens if I miss a monthly payment?

    If you miss a monthly payment the use of your card may be suspended and we may need to contact you. We might also charge you a missed payment fee. If you exceed your credit limit, your account may be blocked and you will need to pay the excess amount before, or along with, your next monthly payment. You may also be charged an over limit fee.

    Missed or late payments will be recorded on your credit file and could affect your future credit rating.

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Introductory offer period and balance transfer questions

  1. When will my introductory offer end?

    The length of your introductory offer depends on the card you have. Your introductory offer starts on the date that your Bank of Scotland Credit Card account is opened and the length of your introductory offer will be written in your credit card conditions. Introductory offers may be withdrawn if you exceed your credit card limit or do not make at least your minimum monthly payment on time.

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  2. How long does it take to make a balance transfer?

    After approving your request we will make arrangements with your other card issuer(s). Once these arrangements are complete, the money will normally arrive by the next working day. Find out more about balance transfers.

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  3. How can I make a balance transfer?

    If you're an online user, you can view your balance transfer offer and process the transfer online. From 'My accounts' select the 'Balance and money transfer' button next to your credit card account and follow the instructions on the screen to undertake the balance transfer.

    Log in

    Register for Internet Banking

    Or call us on 0345 964 5645

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Credit card account questions

  1. How do I query an entry on my statement?

    If you have a query about a particular transaction on your statement, call us on 0345 964 5645 (7am -11pm, seven days a week).

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  2. Can I change my credit limit?

    In order to help us to make a decision 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.

    If you wish to apply to change your credit limit, please call 0345 964 5645 (7am -11pm, seven days a week).

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  3. What is a money transfer?

    A money transfer lets you transfer money from your credit card to any of your own UK current accounts and benefit from a promotional interest rate on the transfer you make. Money transfers are not available on new credit cards but you may become eligible once you have held the card for over 3 months. You can view your eligibility and credit card offers through Online Banking. A transfer fee may apply.

    Find out more about money transfers.

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  4. Where can I look for further help with my credit card?

    Take a look at our existing credit card customers page for information and help managing your credit card.

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  5. Can I redistribute my credit limit?

    You can redistribute your credit limit between your two Bank of Scotland Credit Cards. This means that if you have credit available (i.e. you’ve not used your entire credit limit) on one of your credit cards, you can move a proportion of it across to your other credit card. You can redistribute your credit limit once every six months and you can move a minimum of £100 and up to a maximum of 90% of your available credit limit. There must also be an overall credit limit of £500 left on the original card.

    For example, you have 2 Bank of Scotland credit cards, and you want to redistribute your credit limit. You move £2,250 (90%) of your available credit limit in Credit Card A to Credit Card B. This brings the new credit limit on Credit Card B to £3,250. Please note that depending on your cards, you may be redistributing from a low rate APR to a higher rate APR.

    Credit Card A

    Move £2,250

    Credit Card B
    Current Credit Limit: £3,000 Initial Credit Limit £1,000
    Balance: £500 Balance £0
    Available Credit: £2,250 Redistributed Credit £2,250
    Final Credit Limit: £750 New Credit Limit £3,250

    There are a couple of key points of which to be aware:

    • Redistributing your credit limit is different from a balance transfer. Redistributing your credit limit simply means that you can allocate your credit limit across your Bank of Scotland cards. It does not pay off any outstanding balance on Credit Card B or the Credit Card A as shown in the example.
    • Redistributing your credit limit is different from a credit limit increase where you can request to have a higher credit limit. Redistributing your credit limit does not increase the combined credit limit available to you.

    You can only redistribute your credit limit through telephone banking. If you wish to redistribute your credit limit, please have both your Bank of Scotland credit card details to hand and call 0345 964 5645 (7am -11pm, seven days a week).

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Information for customers of Affinion International (AI)

  1. Information for customers who purchased card protection from AI.

    This information applies to Bank of Scotland customers who purchased standalone card protection products from Affinion International (AI).

    The card protection company AI and the Financial Conduct Authority (FCA) have announced that some customers of AI may be offered compensation via a redress scheme.

    The planned compensation relates to sales of standalone card protection products which emphasised the benefits of cover for fraud protection. This cover should not have been included in the AI product as customers already had fraud cover included with their credit card.

    A compensation scheme has been approved by the High Court and will provide compensation to customers from several major banks and credit card issuers.

    Some Bank of Scotland customers purchased card protection through AI before 2005 and continued to hold the product after 2005 or purchased the product after January 14th 2005. These customers may be able to claim compensation through the scheme. Customers eligible for compensation will have received notification in writing from AI during January and February 2015 and will receive a pack enabling them to claim compensation through the Scheme between 18 August 2015 and 18 March 2016.

    If you receive a Claim Compensation pack from the Scheme and have any queries, please go to for more information or contact the AI Scheme helpline on 0800 678 1930 (Mon-Fri 8am to 8pm; Sat 8am to 6pm).

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