I recognise a transaction but want to question it
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 transactionI don't recognise a transaction page.
Understand your rights
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.
Making a claim for a cancelled package holiday, flights or accommodation
If you’re struggling to get a refund from the travel provider, we may be able to support you.
- Visa disputes relating to travel can be raised once 30 days have passed from being advised that any travel services have been cancelled.
- MasterCard disputes relating to travel can be raised as soon as the service date has passed or after a cancellation notice has been given.
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:
- Go to your statement screen and select the transaction that you would like to dispute (e.g. the payment made for your holiday).
- Click ‘Help with this transaction’ at the bottom of the screen.
- Select the question ‘Travel plans no longer going ahead? Find out if you can get your money back’.
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 you haven’t spoken to the business or retailer directly – always get in touch with them first.
- When a pending transaction hasn’t been deducted from your balance.
- When you’ve made a payment using a money transfer service, like PayPal or Western Union - you need to resolve this with the retailer directly.
- When you’re awaiting delivery of an item and the delivery date hasn’t passed yet.
- When you’ve been given no delivery date we can’t help until either 30 days (Mastercard) or 15 days (Visa) have passed since you ordered. This is to allow the retailer time to deliver your goods.
- When you have returned goods / cancelled services we can't help until 15 days (Visa & Mastercard) have passed from the date of returning or cancelling goods/services.
When we may be able to help:
- When you’ve been in touch with the business or retailer.
- When you haven’t received an item you’ve paid for.
- When you received an item or service that isn’t as described or has developed a fault.
- When you’ve been charged incorrectly or twice for the same product or service.
- When you’ve been charged for a subscription fee you weren’t expecting, or after a free trial period has ended and you cancelled in advance.
Give me some examples
What you can do to help
Try the following:
- Search online for an address or contact number, then contact the business or retailer and ask them to help resolve your query.
- Use our list of common businesses and retailerscommon businesses and retailers, it may help you find the name you're looking for.
- Read the I don't recognise a transaction common businesses and retailerscommon businesses and retailers page to learn more about unrecognised transactions and how you can identify them.
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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.
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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
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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 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:
- 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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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:
- The name of the business or retailer.
- The date of the last transaction.
- If they haven’t taken a payment, we’ll need to know when you expect the first payment to be made
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.
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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:
STEP 1
On your statement screen, select the payment you want to dispute. This could be a holiday or flight you have purchased.
STEP 2
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.
STEP 3
Select the question ‘Holiday no longer going ahead? Find out if you can get your money back’.
STEP 4
When you’re ready to proceed click ‘Get started’.
STEP 5
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.