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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 that’s been put aside for the merchant to take. It is not for spending. The retailer will usually take the money after a couple of 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. Timescales for this vary but it should take no longer than a week. You won’t be charged.
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A pending transaction is money set aside for a retailer to collect from your account. They will usually take the payment within a few days, but sometimes it can take longer.
You can’t cancel a pending transaction yourself. If the retailer doesn’t take the payment, it will usually disappear from your account within a week - you don't need to do anything as this will happen automatically.
If something doesn’t look right, or you’re concerned about a pending transaction, we may be able to help. In some cases, we can remove it and return the money to your available balance within 24 hours. Just keep in mind, the retailer can still take the payment later. If your account doesn’t have enough money, it might push you into your arranged overdraft with daily charges, or into an unarranged overdraft, which could harm your credit file.
To talk to us, get in touch.
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