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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.
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
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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.
Frequently asked questions about transactions
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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.
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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.
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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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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.
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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.