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

Scan to download
 

  • 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.

  • 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.