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Transaction disputes
Got an issue with a purchase or transaction? We may be able to help you get your money back.
When to raise a transaction dispute
- You've used a debit or credit card to buy goods or services.
- Goods or services you have bought don’t get delivered or are not as you expected.
- You've cancelled a subscription, but the payment still leaves your account.
How did you make your payment?
Getting started in our app
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The simplest way to raise a dispute is in our app. However, if you don't meet our criteria, or you don't bank online, you'll need to give us a call.
A look at the details
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Because of Section 75, if you’ve bought something with your Bank of Scotland credit card, the business or retailer and Bank of Scotland may be equally responsible if things go wrong.
So, for example, if the item or service is faulty, doesn’t arrive or isn’t as described, you may be able to claim a refund from either the business or retailer or from Bank of Scotland.
Learn more about How Section 75 protects your credit card spending. Then, if you’d like us to take your case a step further, we’ll need a few things from you:
- A written summary of your case to date.
- A copy of your contract, invoice and/or terms and conditions.
- A copy of any additional transactions made to the business or retailer that were not made on your credit card.
- Sometimes, we’ll also ask to see photographic evidence and/or warranties. This is just another way for us to collect as much information as possible.
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We aim to resolve all claims within five working days.
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A pending transaction is money set aside for the retailer to collect from your account. They’ll usually take the payment within a few days, but sometimes it can take longer.
If the retailer cancels the transaction, or confirms the transaction has failed, it will automatically be removed from your transactions list. This should happen within a week, and you won’t be charged.
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You can't cancel a pending transaction.
In some cases, we can remove a pending transaction from your account and return the amount within 24 hours. Just keep in mind that the retailer can still take the payment later.
If something doesn’t look right, or you’re worried about a pending transaction, we’re always here to help. To talk to us, get in touch.
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