I made a payment with my card but have an issue

If you’ve used your debit or credit card to buy goods or services that haven’t been delivered, or aren’t as you expected, you may be able to get your money back.  We’re here to support you.

What you can do before you contact us

We’ll work hard to resolve your issue as quickly as possible. However for some issues, we won’t be able to help you until you’ve done this.
 

1. Contact the business or retailer

1. Contact the business or retailer

For some issues, we won’t be able to help you until you’ve done this.

2. Give them time to respond

2. Give them time to respond

If you tried to contact them more than 15 days ago, we should be able to help.

3. Keep evidence

3. Keep evidence

Sometimes we’ll ask to see things like an invoice, a picture of the item or a screenshot of the transaction.

Dispute a payment in our app

You can dispute a transaction in our app. It's simple to do and saves you a call.

You can dispute a transaction if the following applies:

  • payment was made online.
  • you recognise the payment.
  • payment was made on a debit card
  • or payment was made on a credit card in the last 6 months.

If it's a transaction that you don’t recognise, visit our I don’t recognise a transaction page

Watch how to dispute a payment

How to make claim in our app

  1. Log in to our app.
  2. Go to your statement and select the transaction you would like help with.
  3. Select Help with this transaction.
  4. Select the question Paid for an item or service and have an issue?
  5. Follow the steps on screen.

Mobile Banking app

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  • Join our 1 million app users.
  • Simple and secure log in.
  • Stay up to date with notifications.

 
More about our app

Mobile Banking app

  • Join our 1 million app users.
  • Simple and secure log in.
  • Stay up to date with notifications.
Download app
  • If you don't have our app, you will need to call us.

    Credit card

    Call us on 0345 964 5645 or +44 (0) 173 357 4121 if you're calling from outside the UK. Lines are open 8am – 8pm, seven days a week.  Not all Telephone Banking services are available 24 hours a day, seven days a week.

    Debit card

    Call us on 0345 721 3141 or +44 131 337 4218 if you’re calling from outside the UK. Lines are open 8am – 8pm, seven days a week. Not all Telephone Banking services are available 24 hours a day, seven days a week.

I've spotted suspicious activity

I've spotted suspicious activity

If you don't recognise a transaction and are worried that someone else made it you should contact us right away.

Contact us now

Frequently asked questions about transactions

  • 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 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.
  • 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.

  • We aim to resolve claims within five working days. If you’ve already raised a claim with us, we are working through these as quickly as we can.

  • 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 transaction page.

  • Firstly, we recommend contacting your travel provider. If they’re unable to reach a resolution, we may be able to support you.

    Guidance will depend on your situation.

    The travel provider cancelled:

    If the trip was cancelled by your travel provider, usually you may be entitled to a refund. They may first offer you different dates or a credit voucher. If you are not happy with this, or they have cancelled within your terms and conditions, then you can raise a payment dispute for us to review your situation.

    I cancelled:

    First, make sure you follow the travel provider’s cancellation policy. If you paid with a credit or debit card, then you can raise a payment dispute

  • Cancelled or postponed events

    If you’ve bought a ticket for a cancelled event from an official seller or reseller, you could be entitled to a refund. For confirmation, we recommend you check the event organiser’s terms and conditions. If your event is due to be rearranged, your ticket should be valid for the new date. If you can’t make the new date, you can ask for a refund from the ticket retailer, but you’ll need to check your booking terms and conditions.

    Travel and hotel costs

    If your event has been cancelled but you also booked travel and accommodation, contact the organisations you booked with to see whether the service is still available. You could get a refund or be able to rebook for a later date. Packages with flights, hotels and event tickets included may be covered under your travel insurance.

    Personal events

    Cancelling or postponing an event such as a party or wedding will depend on your suppliers. Speak to them about your options. If your supplier cancels, you may be entitled to a refund. This will depend on the terms and conditions of your booking. If you have wedding insurance, check your policy, or speak to your insurance provider.

    If you used a credit or debit card and paid for an item or service that was not as described and you haven’t received a refund you can raise a payment dispute

  • First, please check the company’s website or any communication they’ve sent you, such as letters and emails, to understand how to get a refund. Lots of flights and holiday bookings are covered by protection schemes, such as ATOL, who may refund you when a travel provider stops trading. Most of these schemes will give you a certificate. Find this on your booking confirmation or the travel provider’s website. If your booking is protected, follow the guidance from your protection scheme.

    If you’re unable to get a refund through a protection scheme, we may be able to help:

    If you paid with a debit card or credit card and use Internet Banking or our Mobile Banking app, you can log in to find out if you're able to get a refund and make a claim.

    1. Log in to our app.
    2. Go to your statement and select the transaction you would like help with.
    3. Select ‘Help with this transaction.’
    4. Select the question ‘Paid for an item or service and have an issue?’
    5. Follow the steps on screen.

    If you are not registered for Internet Banking or our Mobile Banking app, you can still contact us for guidance on the options available to you.

    If you have a current account with us that provides travel insurance as a benefit, you may be able to make a claim under the Financial Failure section of your policy if you can't get a refund from any other source. 

    Sometimes there can be an increase in fraud attempts when companies stop trading. Find out how to stay safe from fraud.