If there’s a transaction on your account you think is incorrect, or there’s an issue with something you’ve purchased, start by contacting the business or retailer. If you’ve already made contact with them, please read on. If you have a transaction you don’t recognise, please read our I don’t recognise a transaction page.
Transaction issues are often resolved faster by contacting the business or retailer directly. They will be able to look at your case in more detail and it may save you some time. It’s important to understand your rights because they usually determine how we can help you.
If you’re struggling to get a refund from the travel provider, we may be able to support you.
If you paid with a Bank of Scotland debit card and use Internet Banking or our Mobile Banking app, the easiest way to understand your options and raise a claim, is by logging in, and following the below 3 steps:
If you paid with a Bank of Scotland credit card, by other means or are not registered for Internet Banking or our Mobile Banking app, you can still use our handy travel disruption tool for guidance on the options available to you.
When we can’t help, or at least not right away:
When we may be able to help:
What you can do to help
Try the following:
A pending transaction is a transaction where the money has been put aside for the merchant to take, but hasn’t been taken yet. The merchant will often take the money after a couple of days, but it can sometimes take longer.
Most contactless transactions appear on your statement within a few days. If you want to query a pending transaction, we can look into it as soon as it shows on your statement page.
A pending transaction is a transaction where the money has been put aside for the merchant to take, but hasn’t been taken yet.
The merchant will often take the money after a couple of days, but it can sometimes take longer.
Most contactless transactions appear on your statement within a few days.
If you want to query a pending transaction, we can look into it as soon as it shows on your statement page
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 spendingHow 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:
First try cancelling with the company you set up the subscription with. You can also call us or visit a branch. In order to do this we’ll need a few things:
We can’t cancel the subscription, but we can block payments. It can take 24 hours to set up a payment block, so you need to do this one working day before the next payment is due. This will not cancel the subscription agreement itself so the company can try other ways to take money. If this happens, please contact us.
There are a number of reasons why a transaction can seem unfamiliar at first. If there’s a transaction on your account that you don’t recognise, visit our I don't recognise a transactionI don’t recognise a transactionI don’t recognise a transaction page.
You can claim for a cancelled package holiday, flights or accommodation using our Mobile Banking app, if you paid with a Bank of Scotland debit card, just follow these 5 steps:
On your statement screen, select the payment you want to dispute. This could be a holiday or flight you have purchased.
Once you’ve selected the transaction you will be able to click ‘Help with this transaction’. This can be found at the bottom of your screen.
Select the question ‘Holiday no longer going ahead? Find out if you can get your money back’.
When you’re ready to proceed click ‘Get started’.
You’ll need to check the details we hold for you are correct before clicking ‘Continue’.
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.
Calls and online sessions may be monitored and/or recorded for quality evaluation, training and to ensure compliance with laws and regulations. Not all Telephone Banking services are available 24 hours a day, 7 days a week.