Contact us

If you have a general enquiry, question or complaint, we can help. If your question is account specific you’ll need to sign in first.

Please note, we are unable to update debit card details or place/amend deals or TradePlans over Web Chat.

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.

Share Dealing Web Chat

For customers who have chosen their own investments.

Log in to Share Dealing

Ready-made investments Web Chat

For customers who select from our ready-made investments.

Log in to Online Banking

Our Web Chat service is available Monday to Friday, 8am -9pm (closed weekends and English Bank Holidays).
 

Phone

Please note, all calls may be monitored or recorded and costs may vary depending on your service provider.
 

Share Dealing

Available Monday to Friday, 8am to 5pm (closed weekends and English Bank Holidays). If you have a question about international trading, we have very limited capacity for web chat and calls between 5pm and 9pm.

  • Text phone (for customers with hearing or speech impairment): 03456 042 543

Available Monday to Friday, 8am to 6pm (closed weekends and English Bank Holidays).

Ready-made investments:

Available Monday to Friday 8am to 5pm (closed weekends and English Bank Holidays).

Investments purchased in branch:

Available Monday to Friday 8am to 6pm, Saturday 9am to 12:30pm

    • For general enquiries:

    Customer Services Department
    Bank of Scotland Share Dealing Limited
    Lovell Park Road
    Leeds
    LS1 1NS

    • SIPP administration enquiries:

    Bank of Scotland SIPP Administration Team
    AJ Bell Management Limited
    4 Exchange Quay
    Salford Quays
    Manchester
    M5 3EE

    Please include your name, address and account details in all letters so we can locate your account.

  • The Financial Ombudsman offers an independent review service. If you have a complaint about our service which we’re not able to resolve for you ourselves, you can ask the Ombudsman to look at your case for free.

    Please bear in mind that the Financial Ombudsman Service will only help if you’ve already referred a complaint to us. We will endeavour to put things right, however if you are not happy with the way in which we handled your complaint or the result, you may be able to complain to the Ombudsman. If you do not take up your problem with us first you will not be entitled to complain to the Ombudsman.

    Details of how to contact the Ombudsman are below:

    The Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR

    Contact the Financial Ombudsman Service

    If you have entered into an agreement with us online you may direct your complaint through the European dispute resolution platform.

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.