Passbook removal FAQs

  • 1.
    How can I view my historic transactions following the passbook change?

    When your account changes, you will receive a paper statement only where you have made withdrawals since your last statement. You will be able to see your correct balance online and all future transactions. If you need to see older transactions after the change, this can be requested over the phone by calling 0345 122 1432.

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  • 2.
    How will I check my balance?


    You'll be able to check your balance using:

    • The Mobile Banking app or Internet Banking
    • Telephone Banking
    • A cash machine
    • A branch
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  • 3.
    I have a joint account, will it still be a joint account?

    Yes, this won't change.

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  • 4.
    My account is for a club/charity/society, does this still affect me?

    The changes will still apply, although these accounts are for individuals. A business account could better meet your needs. See our business bank accounts to find out what we offer.

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  • 5.
    How do I transfer my ISA to another provider?

    Contact your chosen ISA provider and follow their ISA transfer process to move your money to them. If you want to have a savings review first, contact us

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  • 6.
    I have a passbook and my branch is being closed, how does this affect me?

    We're still here to help and support you. There's a number of ways you can bank with us - online, on your mobile, or over the phone.

    You can ask us for a savings card so you can still pay money in and take money out at any of our branches. You can also use it to withdraw cash at any 'LINK' cash machine.

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  • 7.
    How often will you send me statements?

    You'll still receive statements in any month where a payment is made. You can also ask us for a statement any time online or over the phone or get mini statements in a branch or at a cash machine.

    Once the change has taken place you can choose a different frequency to receive statements such as monthly or annually. 

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  • 8.
    Do I need a savings card to pay money in at a branch?

    If you already have a card for another Bank of Scotland account, you can use that to pay money in, take money out and identify yourself in a branch. This works for all your accounts.

    A savings card lets you withdraw cash at cash machines and pay money in using the Instant Deposit Machine in our branches, as well as at the branch counter. You can also use it at any 'LINK' cash machine.

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  • 9.
    What if I don't want a savings card?

    So that we can check your identity in a branch you'll need to bring a card for a Bank of Scotland account. If you don't, you'll need to show us another type of acceptable ID like a passport or driving licence, which will take us longer to check.

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  • 10.
    I have a savings card, but I've forgotten my PIN. What do I do?​

    If you use Mobile Banking you can see your PIN on there. Or you can ask us for a new PIN online, over the phone or in a branch.

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  • 11.
    Where can I use a savings card?

    You can use a savings card:

    •  At a cash machine in a branch, or any cash machine with a 'LINK' logo.
    •  At an Instant Deposit Machine in a branch.
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  • 12.
    I'd like a savings card, can I order one?

    Yes. Depending on the type of account you have, you can order a savings card over the phone or in a branch.

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  • 13.
    Can I use my savings card at a Post Office counter?

    You can't use a savings card to withdraw funds at the Post Office counter, but you can pay into your account using a paying in slip (ask us for one by phone or in branch). If your Post Office has a 'LINK' cash machine, you can use a savings card with that.

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  • 14.
    Can I keep my passbook?

    Yes, but you won't be able to use it to identify yourself in a branch, and we won't record any more transactions in it.

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  • 15.
    I'm unhappy about this change and wish to make a complaint. What should I do?​

    To make a complaint, please get in touch here

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  • 16.
    Can I use a Halifax branch even though I have a Bank of Scotland account?

    Yes, you can still use a Bank of Scotland branch.

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