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Transaction disputes
Got an issue with a purchase or transaction? We may be able to help you get your money back.
When to raise a transaction dispute
- You've used a debit or credit card to buy goods or services.
- Goods or services you have bought don’t get delivered or are not as you expected.
- You've cancelled a subscription, but the payment still leaves your account.
How did you make your payment?
Getting started in our app
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The simplest way to raise a dispute is in our app. However, if you don't meet our criteria, or you don't bank online, you'll need to give us a call.
A look at the details
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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 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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We aim to resolve all claims within five working days.
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A Pending transaction is money that’s been put aside for the merchant to take. It is not for spending. The retailer will usually take the money after a couple of days, but sometimes it can take longer.
If the retailer cancels the transaction, or confirms the transaction has failed, it will automatically be removed from your transactions list. Timescales for this vary but it should take no longer than a week. You won’t be charged.
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We can usually cancel your pending transaction if you have confirmation from the retailer that the payment won’t be taken.
You can cancel a pending transaction in our app or Internet Banking by selecting it from your transaction list and then clicking on ‘help with pending transactions’.
Before you contact us, you’ll need an authorisation code from the retailer you made the transaction with. This acts as confirmation that the retailer won’t take the payment. You’ll need to contact the retailer to get this before we can process your request.
An authorisation code is 6-digits, for example 032769. If you have duplicate transactions pending, you’ll need an authorisation code for each.
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