Bank of Scotland

Personal account


  • Customer service 08457 213 141
  • Alternative numbers 0500 800500/0141 5320900/0131 549 8046
  • UK Call centre- YES
  • Automated service
  • Facebook
  • Lost/stolen cards- 0845 300 0344- no number online for calling from abroad- number is available but only in welcome pack – and printed on reverse of card- not much good if lost or stolen!

Charges/ Fees for basic current account- (not including interest charged or specialist services)

  • Minimum monthly funding charge- NO
  • Unarranged overdraft- over £10 but less than £25 charged at £5 per day, £25 + charged at £10 per day, including weekends and holidays.
  • Returned item fee- £10 per item, up to three per day, no maximum cap on fees.
  • Control option for £10 per month.
  • Complaint resolution procedure- freephone- NO-08457 213 141- Online assurance that complaint will be investigated, not clear on website what exact steps customer service will take for resolution of more complex problems.
  • Customer service charter- NO
  • Customer satisfaction surveys published – NO

Number of complaints to FCA  1st July -31st December 2012- 36185- 93% closed within 8 weeks- 64% complaints upheld(won) by complainee.(includes Halifax)

  • Switching 7 days
  • New account opening – operational within 14 days
  • Direct line to branches- NO
  • Existing customer incentives/offers-None obvious on website.

Business Accounts

  • New customers 0845 606 0286
  • Existing customers 0845 300 0268
  • Alternative found 0131 339 8620
  •  From abroad +44 (0)131 5498724 Phone charges not specified on website
  • Switching Business accounts 7 days
  • Complaint resolution procedure- Couldn’t find online.
  • Existing customer incentives- NO

Credit cards, Mortgages & Savings-

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