Complaints

Bank of Scotland will provide the highest possible standards of service to customers who have cause to complain to us. We will seek to take a balanced and fair view against the background of all the relevant facts.

We welcome complaints as this provides us with the opportunity to make changes that will bring about an improved service. A complaint can be made by a customer's preferred choice – personal contact, by email, in writing or by telephone.

We will endeavour to repair any damage caused as a result of shortcomings in the level of service provided. Whenever possible we will ensure that the root cause of the complaint is addressed and resolved for the individual customer and for other Bank customers.

Note: The timescales included within the Bank's internal complaint handling procedures for acknowledging and maintaining regular contact with the person making the complaint until the process has been exhausted, meet the requirements of the Financial Services & Markets Act 2000 for those Bank services and products covered by the terms of the Act.