Bank of Scotland Reviews 

Honestly... the worst of the worst. I can't believe they are still operational.

Impossible transaction dispute!
I today contacted the bank of scotland disputes foreigner department as was geting nowhere online with the same scripted response and no actioning of my reported problem. I today went through explaining my missing items from the 'mystery' bundle I purchased on tiktok. The adviser conveniently stuck on the questioning of what the package contained. I explained that it was a mystery bundle till I was blue in the face! She advised that she cannot process any claim without knowing what was in the mystery bundle!?? I offered to send her a screenshit of the purchase that clearly says mystery bundle on the purchase invoice! She advises that this is not sufficient! Absolute waste of my time and energy. I am being ignored by the seller and now the bank. I have a clear DPD courier photo of the delivered ripped open box and missing contents! This disputes adviser would be aswell advising me to have a crystal ball to guess the contents of a mystery bundle. This disputes adviser was deliberately and conveniently avoiding resolving my out of pocket transaction!

Really poor service, 27 minutes on hold then cut off. Finally got through and staff totally uninterested in the issue. If you’re looking for a good bank then swerve Bank of Scotland.

Just spoke with Harrison about an issue I’ve been experiencing for around a year now. He was quick, knowledgeable and efficient in being able to resolve it. Very pleased.

Awful chat box. Went back and fore with it. There was delay so it said that if I left and returned within 24 hours the chat would remain. Surprise, when I returned well within 24 hours it had all gone, including various data that I need such as references and account numbers. So frustrating. The system is not fit for purpose and not what this customer wants. Horrible and frustrating 12 hours for me, now no further forward

My partner passed away unexpectedly and as his partner of 22 years I am the one that notified everyone and has been dealing with everything. I spoke to a very unhelpful snooty lady on the phone. Apparently I'm not good enough next of kin. They would only deal with me if I applied for a letter of administration. My partner classed me as next of kin! I know all his personal details etc. So contacted his parents to sort it. They don't have a clue. Now the the team are asking for my partners details shouldn't you know that? Disgusting customer service!!

Shocking customer service. I opened a joint account with my husband online and somehow their system picked up the wrong account holder. Despite many visits to branch, using the online chat and trying to get through on the phone, this hasn't been resolved. I spent all day on the online chat to get an appointment in branch only for it to be cancelled as they claim it can be done online, which it can't. Giving up on Bank of Scotland and going elsewhere. They are closing more branches too despite having no appointment times available for weeks.

I have received a renewal quote for car insurance, which is £100 more than last year and I want to cancel. However, the only way to cancel the policy is by phone and they simply leave you on hold and do not answer. I imagine if I ring every day until the policy renewal date, I won't be able to get through. Complaining to BoS is no good as they don't want to know. This is in my opinion a scam. They will take my money and I have no way to prevent it. Avoid at all costs.

Sick and tired of the app not working how are you supposed to pay credit card bills transfer money etc when the app stops working especially with bank of Scotland closing branch’s come on bank of Scotland get it sorted properly won’t get a apology from them either

I've never experienced such appalling customer service from a bank.

I have a business account and am based in England, so the nearest physical bank is in Scotland. The 'assurances' that I can be dealt with by other banks under the Halifax umbrella is a fantasy (many of these have left town and those left won't recognise by BoS account).

I've been waiting a month for a new debit card (though that could be due to our equally appalling postal service) and trying to sort this with the customer service department via the chat proved impossible.

I now have to phone to try and resolve, which I'm not looking forward to.

My wife and I visited the Newton Mearns Branch of the BOS this morning
Admittedly is was early and very quiet but the Lady who attended to us could not have been more friendly and helpful in attending to our requests
With many bad reviews we think it only fair to highlight a good performance

Still ongoing disaster. I have been trying to report fraud on my account since the 19th January and still on 22nd February IAM not sure it is being looked into. I used the online chat and thought it was all sorted but phoned yesterday, after getting a bank statement with the payment still there. The guy on the phone was very helpful and nice but said no one had reported it to fraud. I was shocked after the amount of people that said it was being dealt with.

I attended Bank of Scotland argyle street glasgow branch on Saturday 21st February. The gentleman at the front door is a real credit to your organisation...dealing with my issue promptly,while balancing his laptop and even calmly dealing with another customer who interrupted us.I trust promotion is on the horizon ?

25yrs as a business customer, 48yrs holding personal accounts, so you think you have seen it all heard it all nope , informed after trying several times by several different call centres on the management side that if I wanted to change the account to a stole trader I would have to open another account and also enter all payment direct debits and standing orders as they crypt switch, anyhow went online applied for another account which takes 4 days for them to make a decision only to receive and email in the online mail box connected to the application THAT they had done a search and as there was already an account ! another account with the same business name and an account couldn’t be opened so they would be cancelling the application,,,,the online application also disappeared with the passcode set up so the email couldn’t be retrieved after reading it . BOS you absolutely FAILED AT CUSTOMER SERVICE AND RETENTION YOU TOOK MY MONEY ALL THESE YEARS AND LEFT ME TO MOVE ON TO A ANOTHER BANK THAT WILL ACTUALLY DO WHAT YOU COULDNT SWITCH MY ACCOUNT. I also refrained from my usual foul language as I assume trust pilot would cancel this rating and the public wouldn’t see what a shower you are.

Criminal what banks are allowed to get away with. This bank belongs in a supermax for having such bad customer service and un knowledgeable staff. Avoid

Shocking, shut all the branches, started doing everything at post office, now PO don’t accept BOS cheques

Rubbish bank, need to move after 40 years

Not sure it’s even possible to get worse customer service than Bank of Scotland/Halifax as they couldn’t give a monkey’s about customers and their ‘service’ now is simply horrific.
God forbid you ever need help with any serious financial or fraud issues as your chances of finding anyone to help or who even cares is non existent.
After many years as a customer it’s time to find a bank who can get the basics right.

I made a financial complaint to BOS in June 2025, and since then all I’ve received is my formal 40 day letter and constant holding letters. For context, I’m a senior complaint handler myself and well aware of the regulations to which BOS should be adhering to.

I’ve called MULTIPLE times to speak to my complaint handler and have been refused, I’ve requested a DSAR and they’ve ignored this request.

My main issue minus their complete lack to allow communication is the fact that FOS won’t even review my complaint without their final response letter. I’ve explained this tiredly to them to no avail.

Albeit, I understand sometimes resolving a complaint within the 8 week deadline isn’t always possible depending on the subject matter however this is 8 months and the service is utterly appalling.

I’ve requested a CEO email address to take this higher and again, rejected.

I am absolutely appalled at the inability to follow consumer duty laws and I truly believe it’s because my claim has held them accountable to some degree and admitting so could flaw their risk pillars.

I’m hoping this review gets me some answers but following my current timeline, I doubt

Bank of Scotland is currently using a 'Malware Detected' script to block account access, even when the device is clean. In my case, the app might have flagged a legitimate security suite (Norton 360) because of its standard accessibility permissions.

When challenged, the bank staff provided a completely different reason for the block, admitting they are unaware of the 'malware'. This use of strategic dishonesty to force customers into branches is patronizing and technically false.

If you see this warning, check your accessibility settings for false positives before allowing their support team to panic you.

I asked Perth bos for 4 years worth of statements and was told I would have to pay £10 for every statement! Then luckily manager told her it was free! Where do they get these people?