Help and Guidance

What type of customer are you?

To help find you the most relevant and supportive answers, we’ve separated out the most frequently asked

questions into two sections - simply click on the link which is most relevant to you.

Before contacting us

Like all businesses we have to work differently amid concerns regarding COVID-19 and prioritise the safety of our staff and customers. As a result we are working with reduced resource which is impacting the following services:

  • Call centre: our call centre will only be open to provide services to vulnerable customers (including calls related to bereavement), password resets (where you can't do this online), corporate event elections and trading. if you have online access then you will be able to elect for all corporate events and trade as usual.
  • Call centre opening times: our opening hours are Monday to Friday, 8am to 5pm. If you have a question about international trading, we have very limited capacity for Web Chat and calls between 5pm and 9pm.
  • Tax year end opening times: we will be open until 5pm on Friday 3rd April. We will not be open on Saturday 4th or Sunday 5th April.
  • Corporate events: we will only communicate events which require a decision and action from you.
  • US trades: processing of W8-BEN forms will be slower than usual.
  • Transfers: we have temporarily paused all inward transfers of stock and cash, and transfers between accounts.
  • TradePlans: you can no longer set up new TradePlans. All existing TradePlans will stay active until they trigger or expire.

Thank you for your understanding and continued support.

Already investing with us?

For support with managing your account, bereavement support, questions about trading or corporate events.

Help and support

Just signed up?

For support with your application, transferring to us or finding out more about our charges.

Getting started

Contact us

If you can’t find what you need and would like to chat with us, you can use our easy to use Web Chat

service to speak to us online, alternatively you can contact us by phone.

Contact us

Important information

Find important information about our accounts, services, including our policies, Terms & Conditions

and more information on Bank of Scotland.

Important information

Bank of Scotland | Share Dealing | Help

Bank of Scotland Share Dealing Service is operated by Halifax Share Dealing Limited. Halifax Share Dealing Limited. Registered in England and Wales no. 3195646. Registered Office: Trinity Road, Halifax, West Yorkshire, HX1 2RG. Authorised and regulated by the Financial Conduct Authority, 12 Endeavour Square, London, E20 1JN under registration number 183332. A Member of the London Stock Exchange and an HM Revenue & Customs Approved ISA Manager.