If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. To help find the right solution for your needs you can use our coronavirus support tools for credit cards and loans and for Halifax mortgages. If you have a Bank of Scotland mortgage, find out more here.

Travel Disruption Tool - help if your travel has been disrupted

We understand your travel plans may have been impacted recently, due to coronavirus. You may have questions about cancelled flights, holiday refunds and package holidays, so we’ve created a Travel Disruption Tool to help you.

Before you begin...

Payment issues are often resolved faster by contacting the travel provider directly. We always recommend doing this first.

If you paid with a Bank of Scotland debit card and use our Android app, you can now use our handy travel disruption tool within Mobile Banking.

You can do this by logging onto your app then following the below 3 steps:

  1. Go to your statement screen and select the transaction that you would like to dispute (e.g. the payment made for your holiday).
  2. Click ‘Help with this transaction’ at the bottom of the pop-up screen.
  3. Select the question ‘Holiday no longer going ahead? Find out if you can get your money back’ to use our travel disruption tool.

 

Many flights and holiday purchases are covered by protection schemes, such as ATOL, who may refund you when a travel merchant ceases to trade. Most of these schemes will provide you with a certificate so please check your booking confirmation, the travel provider’s website or the administrator of your travel provider.

If your booking is protected, please follow the guidance that will be issued by your protection scheme on their website. 

If your travel provider is not covered by a protection scheme, or that scheme have confirmed they are unable to give you a refund, we can help you find out if you can get your money back.   

Credit card customer

Click here to continue

Debit card customer

Our telephone banking lines are open 7am – 11pm, seven days a week.

Call us on 0345 266 8620 or +44 173 357 4121 if you’re calling from outside the UK.

When you call, we'll ask for the following:

  • The name of the travel provider you made the booking with
  • Details of the payment and a description of the item/service and delivery date
  • The date the money was paid and whether this was in store, online or by phone
  • A written summary of the case may be requested. This should include details of any attempts made to resolve the case and any responses received.

Unfortunately we won’t be able to help you with your payment issue until the trip has been cancelled. Please get in touch with your travel provider to discuss this with them directly.

If you have a Bank of Scotland bank account with insurance benefits, or other travel insurance policies, you might be able to make a claim. 

You can find out more about our Bank of Scotland bank accounts with insurance benefits in these FAQs

If your trip has been cancelled and you haven't received cancellation confirmation, get in touch with your travel provider. Speaking to them directly will help to speed things up for you.

Take a look at these FAQs. They'll help you understand more about your rights after accepting a voucher or alternative refund option.

Great. If you need any help with your voucher get in touch with your travel provider.

NEED CONTENT IF THE CUSTOMER IS NOT HAPPY

Thanks for answering our questions. We can help you find out if you can get your money back.

Credit card customer

Click here to continue

Debit card customer

Our telephone banking lines are open 7am – 11pm, seven days a week.

Call us on 0345 266 8620 or +44 173 357 4121 if you’re calling from outside the UK.

When you call, we'll ask for the following:

  • The name of the travel provider you made the booking with
  • Details of the payment and a description of the item/service and delivery date
  • The date the money was paid and whether this was in store, online or by phone
  • A written summary of the case may be requested. This should include details of any attempts made to resolve the case and any responses received.

Some travel providers are taking longer than usual to respond to claims. You can find links to the main travel providers our customers use here.

We recommend waiting 15 days before getting back in touch with us.

Thanks for answering our questions. We can help you find out if you can get your money back.

Credit card customer

Click here to continue

Debit card customer

Our telephone banking lines are open 7am – 11pm, seven days a week.

Call us on 0345 266 8620 or +44 173 357 4121 if you’re calling from outside the UK.

 When you call, we'll ask for the following:

  • The name of the travel provider you made the booking with
  • Details of the payment and a description of the item/service and delivery date
  • The date the money was paid and whether this was in store, online or by phone
  • A written summary of the case may be requested. This should include details of any attempts made to resolve the case and any responses received.

Payment issues are often resolved faster by getting in touch with the travel provider directly. We always recommend doing this first. You can find links to the main travel providers our customers use here.

Some travel providers are taking longer than normal to respond to claims. We recommend waiting 15 days before getting back in touch with us.

Unfortunately we won’t be able to help you with your payment issue until the trip has been cancelled. Please get in touch with your travel provider to discuss this with them directly.

If you have a bank account with insurance benefits, you might be able to make a claim.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with your Bank of Scotland bank account. 

In some cases, you might be able to make a claim nearer to the date of your trip or make a claim on other parts of your policy. Other claims not related to coronavirus are unaffected . 

We recommend taking a look at our FAQs for our Bank of Scotland bank accounts with insurance benefits, for any future claims you might have. 

Please also review any other travel insurance policies you may have.

This could include things like car hire, excursions, flights, accommodation and package holidays.

Companies should be providing compensation, damages or refunds as a result of any impacts from coronavirus.

If you are unhappy with any reimbursements you should contact the provider.

Only when you've done this, should you contact your travel insurance to make a claim. You may be asked to provide confirmation from the provider on any costs not refunded.

Please remember to contact all merchants / providers associated with your cancelled trip.

If you do have a Personal Banking Account, review the FAQ's related to it (opens in a PDF document).

Thanks for answering our questions.

It’s taking some providers longer than usual to process payments, so please keep this in mind. Please wait until you have received a response from the travel provider before considering next steps. 

Remember, if your travel provider offers vouchers or an alternative refund option, you can ask directly for a cash refund instead. 

If you haven’t heard from your travel provider, you should consider getting in touch with your card provider directly, as they may be able to help. Some card providers are taking longer than usual to process payments at the moment, so please keep this in mind.

If you have a Bank of Scotland bank account with insurance benefits and you are not satisfied with the response from your travel provider and you  think you still might be able to make a claim, please take a look at your policy T&Cs and our FAQs for our Bank of Scotland bank accounts with insurance benefits.

If you have any other travel insurance policies and think you still might be able to make a claim, please take a look at your policy T&Cs.

At this difficult time, some travel providers are taking longer than usual to process payments.

You should wait until 30 days have passed before contacting us again. If you need your money back sooner, contact your travel provider directly.

Booked a package holiday? 

If your travel has been cancelled by the provider, you're usually entitled to a full cash refund from the travel provider you booked with. If they've offered vouchers or an alternative refund option, you can ask them directly for a cash refund instead. 

You can find more information in our FAQs for bank accounts with us with insurance benefits.

Booked your own transport and other services with different providers? 

If your travel has been cancelled by the provider, you're usually entitled to a full refund for all transport costs, and your transport provider should help you with this. If your flight was cancelled, the airline you booked with should issue the refund in line with the EU Denied Boarding Regulation. For more information on this, please visit the Civil Aviation Authority website. 

What about other costs like accommodation or car hire?

You will need to request a refund from the service provider. If this was unsuccessful, you can then get in touch with your insurance provider to find out if you can make a claim. You might be asked to show confirmation from the provider of any costs not refunded.

If you have a bank account with us with insurance benefits, take a look at these FAQs.

If you have any other travel insurance policies and think you still might be able to make a claim, please take a look at your policy T&Cs.

Ok, you need to get in touch with your travel provider.

At this difficult time some travel providers are taking longer than usual to process payments.

We suggest you wait 30 days before contacting us again.

No problem, thanks for helping us understand more about your issue. We can help you raise a claim, and find out if we can get your money back.

CONTINUE

Direct Debit Customer

Please call our customer services on <NUMBER>.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy. You can find links to the main travel providers our customers use here.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with your Bank of Scotland bank account.   

Other claims not related to coronavirus are unaffected. You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs about our Bank of Scotland bank accounts with insurance benefits and your existing policy details.

Please also review any other travel insurance policies you may have.

 

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with your Bank of Scotland bank account.  

In some cases, you might be able to make a claim nearer to the date of your trip or make a claim on other parts of your policy. Other claims not related to coronavirus are unaffected . 

We recommend taking a look at our FAQs for our Bank of Scotland bank accounts with insurance benefits, for any future claims you might have. 

Please also review any other travel insurance policies you may have.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with your Bank of Scotland bank account. 

Other claims not related to coronavirus are unaffected. You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs about our Bank of Scotland bank accounts with insurance benefits and your existing policy details.

Please also review any other travel insurance policies you may have.

This could include things like car hire, excursions, flights, accommodation and package holidays.

You should get in touch with your travel provider directly, as they may be able to help. You can find links to the main travel providers our customers use here.

It’s taking some providers longer than usual to process payments, so please keep this in mind.

Please remember, if they offer vouchers or an alternative refund option, you can ask directly for a cash refund instead.

When you've done this, you can get in touch with your travel insurance provider to find out if you can make a claim. They may ask to see some confirmation from the travel provider of any costs that can't be refunded.

You can find out more about our Bank of Scotland bank accounts with insurance benefits in these FAQs.

Thanks for answering our questions.

It’s taking some providers longer than usual to process payments, so please keep this in mind. Please wait until you have received a response from the travel provider before considering next steps. 

Remember, if your travel provider offers vouchers or an alternative refund option, you can ask directly for a cash refund instead. 

If you have a Bank of Scotland bank account with insurance benefits and you are not satisfied with the response from your travel provider and you  think you still might be able to make a claim, please take a look at your policy T&Cs and our FAQs for our Bank of Scotland bank accounts with insurance benefits.

If you have any other travel insurance policies and think you still might be able to make a claim, please take a look at your policy T&Cs.

At this difficult time, some travel providers are taking longer than usual to process payments.

You should wait until 30 days have passed before contacting us again. If you need your money back sooner, contact your travel provider directly.

You booked a package holiday? 

If your travel has been cancelled by the provider, you're usually entitled to a full cash refund from the travel provider you booked with. If they've offered vouchers or an alternative refund option, you can ask them directly for a cash refund instead. 

You can find more information in our FAQs for Bank of Scotland bank accounts with insurance benefits.

You booked your own transport and other services with different providers? 

If your travel has been cancelled by the provider, you're usually entitled to a full refund for all transport costs and your transport provider should help you with this. If your flight was cancelled, the airline you booked with should issue the refund in line with the EU Denied Boarding Regulation. For more information on this, please visit the Civil Aviation Authority website.

What about other costs like accommodation or car hire?

You will need to request a refund from the service provider. If this was unsuccessful, you can then get in touch with your insurance provider to find out if you can make a claim. You might be asked to show confirmation from the provider of any costs not refunded.

If you have a Bank of Scotland bank account with insurance benefits, take a look at these FAQs.

If you have any other travel insurance policies and think you still might be able to make a claim, please take a look at your policy T&Cs.

OK, we recommend getting in touch with your travel provider directly.  You can find links to the main travel providers our customers use here.

If you're not satisfied with the compensation you've received, you should discuss this with your travel provider directly.

If you have one of our Bank of Scotland bank accounts with insurance benefits, take a look at these FAQs

No problem, thanks for helping us understand more about your issue. We can help you raise a claim, and find out if we can get your money back.

CONTINUE

Direct Debit Customer

Please call our customer services on <NUMBER>.

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with  your Bank of Scotland bank account.  

Other claims not related to coronavirus are unaffected. You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs  about our Bank of Scotland bank accounts with insurance benefits and your existing policy details. 

Please also review any other travel insurance policies you may have. 

Unfortunately we won’t be able to help you with your payment issue, as you’ve cancelled the trip and you’re not eligible for a refund.

If you have a Bank of Scotland bank account with insurance benefits, you might be able to make a claim. Similarly, if you have travel insurance in place, you should review your policies to see if you can make a claim. 

You can find out more about our Bank of Scotland bank accounts with insurance benefits in these FAQs.

We recommend getting in touch with your travel provider and also reviewing your travel insurance policy. You can find links to the main travel providers our customers use here.

You might also want to contact your card provider, as they may be able to help. 

Based on what you’ve told us, it’s unlikely you’ll have a successful claim under the ‘cancellation and curtailment charges and early return section’ in relation to coronavirus at this time, from the travel policy which comes with your Bank of Scotland bank account.

Other claims not related to coronavirus are unaffected. You might be able to make a claim under other parts of your policy. Find out if you can by reading our FAQs about our Bank of Scotland bank accounts with insurance benefits and your existing policy details.

Please also review any other travel insurance policies you may have.

Payment issues are often resolved faster by getting in touch with your travel provider directly. We always recommend doing this first. You can find links to the main travel providers our customers use here.

Some travel providers are taking longer than usual to respond to claims. We recommend waiting 15 days before getting back in touch with us.