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 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. 


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 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

Want to speak to us directly? There are a few ways you can get in touch:

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.

Call us
Line open 7am - 11pm, seven days a week.


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.