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:

  1. Go to your statement screen and select the transaction that you would like to dispute (e.g. the payment made for your holiday).
  2. Click ‘Help with this transaction’ at the bottom of the screen.
  3. 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

Can we help?

You’ve been charged for a subscription fee with a business or retailer, but you cancelled this with them directly and in advance.

Can we help?

You’ve cancelled a regular Direct Debit payment, but you see a pending transaction with that business or retailer on your account. It hasn’t been taken from your balance yet.

Can we help?

You bought two chairs for your house online, but when they were delivered only one chair had been sent. You’ve contacted the business or retailer and they can’t help.

What you can do to help

Try the following:

Before you contact us

We’ll work hard to resolve your issue as quickly as possible but we need a few things from you first:

  • The name of the business or retailer. 
  • Your account details, the payment name that appears on your statement and the date of the payment. 
  • Sometimes we’ll ask to see a written summary, an invoice and/or proof of what was received. Please have these documents ready when you call us. This is just another way for us to collect as much information as possible.

How to contact us

We’re here to help if you’ve had a problem with a transaction on your card. Maybe there’s something wrong with what you’ve bought. Or perhaps you’re still being charged for a service you no longer use.

Message us
When you’re logged in to our Mobile Banking app, you can use our Internet Banking instant chat service – it’s the best way to get answers quickly.

Current Accounts
Debit Card customers can now use the travel disruption tool on Internet Banking or the Mobile Banking app.

Alternatively, call us on 0345 721 3141 or +44 (0) 131 337 4218 if you’re calling from outside the UK. Lines are open 7am - 11pm, seven days a week.

Credit Cards
Let us know about a card payment or purchase that doesn’t seem right. Raise a dispute online.

Making a debit card claim using our Mobile Banking app

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:

Image of mobile app step 1


On your statement screen, select the payment you want to dispute. This could be a holiday or flight you have purchased.

Image of mobile app 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.

Image of mobile app step 3


Select the question ‘Holiday no longer going ahead? Find out if you can get your money back’.

Image of mobile app step 4


When you’re ready to proceed click ‘Get started’.

Image of mobile app 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.