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.

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 complaints about Bank of Scotland products and services:

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

Complaints data

Building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right.

We are committed to transparency and publish details of the complaints data we last reported to the Financial Services Authority. View the complaints data for firms associated with the Bank of Scotland brand.