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
What you can do to help
Try the following:
- Search online for an address or contact number, then contact the business or retailer and ask them to help resolve your query.
- Use our list of common businesses and retailerscommon businesses and retailers, it may help you find the name you're looking for.
- Read the I don't recognise a transactioncommon businesses and retailers page to learn more about unrecognised transactions and how you can identify them.
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 spendingHow 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.
If you’ve noticed a difference between your account balance and your available funds or credit, it may be due to a pending transaction.
Usually pending transactions are deducted from your available funds or credit and the transaction shows as pending on your account until the payment process is complete. Most contactless transactions appear on your statement within a few days.
If you want to question a pending transaction, we can look into it as soon as it shows on your statement page.
Always cancel subscriptions with the business and retailer you took it out with first. We can then look at any future subscription payments and stop them for you. 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.
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.