How To Complain

If you have a problem, we can help
 
We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint.  If so, we will always try to resolve the problem quickly and to your satisfaction. If you are unhappy with our response, you can take your complaint further through our complaints procedure.

Where you first make your complaint
 
We aim to resolve your concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within 5 working days who will reply.
 
Often the people you first raise the matter with are able to help, but there may be occasions when a specialist area needs to be involved. If you don't know who to contact, you can:

• Telephone Customer Relations on 08457 25 35 19*
• Contact us using Textphone if you have a hearing impairment on 08456 00 17 50*
• Write to us at:
  Bank of Scotland, Customer Relations, PO Box 29112, Dunfermline, KY11 2ZX
• Fax us on 08451 28 13 85*

Our lines are open between 9:00am - 5:00pm Monday - Friday (except Wednesday when they are open from 9:30am).

We will then arrange for the right person to look into and respond to your concerns.

For complaints/information relating to phishing emails

If you need to report a fraudulent or phishing email - please refer to our information on phishing emails.

If you are still not happy
 
In the unlikely event that you remain unhappy, you can ask for your complaint to be referred to a Senior Customer Relations Manager for further review. Where your concerns cannot be resolved to your satisfaction, you can, at this stage, ask the Financial Ombudsman Service to help. The service is impartial and conducts independent investigations. Bank of Scotland fully supports and is a member of the Ombudsman Scheme.

Following our complaints procedure does not affect your legal rights.

Ombudsman addresses
 
For most complaints about Bank of Scotland products and services:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR

       
*Calls to 0845 numbers will cost a maximum of 4p per minute. The cost of calls from other telephone companies will vary. The call price is correct at January 2007.