Bank of Scotland Reviews 

Awful experience. I had the misfortune of having my isa transferred from another bank here and they had no knowledge of it when I asked where my money was. Avoid.

Disgusting wait times on phone. Considering I was reporting a fraud on my account they were in no rush to answer. "Thank you for holding, we are particularly busy at the moment but expect your call to be answered shortly" 59 minutes I waited.
You people on high, who get paid mega bucks for playing golf and taking long lunches, need to get off your lazy arses and serve the people, who pay your ridiculous wages.

Diabolical customer service from your Haddington branch.
My 80 Yr old mother used to bank in Dunbar, till it closed. She had to travel to Haddington as she had a problem with the app on her phone. She has mobility issues but made her way to Haddington branch, she stood in the queue and waited her turn. When it was her turn she stepped forward and explained to the cashier her problem with the app.
She was told by the cashier, that she didn't have time to sort it and to just switch it off and turn it on again.
Did she not think we tried this before travelling to Haddington?
My mum came home upset as the app she uses to pay bills and transfer money was still not working.
Thanks for nothing BOS

There is seldom anyone who will answer or return a call. I end up in a queue of call backs that never happen. Their version of a callback is to send a text message that is a canned response and may (usually) have NOTHING to do with your question or concern. I have been trying for weeks to close an account and I finally just used an ATM to withdraw most (but not all) of the funds. They attached Bank fees to that withdrawal and put me in a debit situation so that I am overdrawn with no way to fix it. I have NEVER bee overdrawn in 3 years of using this account and I wouldn't be overdrawn today if it were not for their seemingly fraudulent activities which put me in a debit on my account. I go to private message them and the response after several hours has NOTHING to do with my inquiry. It is obvious that this is an automated response and no one has even read my inquiry as to how we can fix this.

Went into the bank of Scotland in the Kirkgate centre, leith and rec’d an excellent, meet, greet, and seat by two gents at the entrance.
Lewis found my IBAN number efficiently and solved a problem promptly

Been trying to stop PlayStation taking £60 a year from my account. Bank of Scotland won’t stop it. Halifax online won’t stop it. PlayStation won’t reply. Bank of Scotland are useless. Back in England Halifax sort these things. Very rude staff and just say ‘we can’t deal with online’

It’s difficult to determine whether this is due to administrative issues or other factors, but the lack of transparency is concerning for a financial institution.

Even frontline staff seem uncertain about internal procedures, which could be considered a red flag.

I would suggest exercising caution before depositing funds there.

It gave the impression of traditional banking practices in a murky, confusing environment.

Based on my experience, there are potential risks, such as:
1-Decisions being made without clear accountability,
2-Possible errors in handling funds,
3-Decisions being attributed to systemic issues rather than addressed directly.

Business banking & Business complaints team are far worse than atrocious! Down right disgusting! No complaints managers willing to take a call even though they agree there are severe problems! They all work from home! I have spent over four hours this month on the phone to them on several calls and the same thing! We are not interested!
This company is shambolic and disgusting ! Various dates and times this month not just today! Thank god I record my calls as they do!

THIS NEEDS A MINUS AS Bank of Scotland and Halifax have treated me outrageously for a disabled client and they tell un-truths and don't keep to their promises, BUT AS OF TODAY I AM FREE as my accounts are no longer with them. I have finaly left. I will no longer have to put up with 'So Sorry to hear that' and terrible phone lines where you are cut off. I will also not miss going into my local Halifax to be addressed as 'MATE'

Their app is horrible: lags, loadings on basic ui elements, UX and UI designers of this should be ashamed of themselves and it sometimes doesn't work outside of UK.

Also they tend to block the card at random moment without telling a thing about it because of some "detection of fraudulent activity", and in order to unblock you have to text on app live chat with takes forever, or type "YES" on the sms which may arrive between 1 hour yo 1 week.
Absolutely scummiest move to block the card when you're abroad and can't do much about it.

15 Days Without Access to Our Business Bank Account

Our business bank account has been inaccessible for 15 days due to the incompetence of Bank of Scotland. This has caused major disruption to our operations and cash flow.

If the personal bank accounts of all the directors were frozen for the same length of time, perhaps they’d finally put proper systems in place to stop this from happening to small businesses.

In 2025, it’s unacceptable for a bank’s systems to be so unreliable. They are simply not fit for purpose.

Absolutely ridiculous bank. 2025 and they still insist of making me fill out physical forms and send them by post or visiting a branch.
Been trying to transfer my daughters junior cash ISA for 3 months now and its a constant barage of forms, branch visits, and point blank refusal to talk to me over the phone despite being the named adult/executor of the account.
So glad i stopped banking with them personally years ago.

Over the past few days I have called the helpline, visited a branch twice and tried using the online help. All have given me contradictory information. The staff at the Gyle branch attempted to be helpful and were perfectly pleasant, but informed me I had to use online help and nobody in the branch could help me because my issue was a Halifax issue and they were a Bank of Scotland branch. You're all one company - grow up and act like it. This is next-level amateur nonsense.

I'm not happy about Bank of Scotland because they think my card was lost or stolen before my card arrives before June but I started applying bank account in March and I can’t be arsed taking my documents because I’m always busy. Also, they are scamming me and reporting my card as lost when I can't log in to my Bank of Scotland multiple times

This is review is for Car Insurance is rang to cancel my renewal for 2025, as i was under the impression that Car Insurance went down this year mine went up £150.00 on top of last years premium, they sent confirmation but instead of stating cancelled they wrote declined so be aware of the wording they use. Declined is a totally different meaning from the word Cancellation

Used their Car Insurance Services. Utterly useless. Phone contacts unhelpful. Online access very poor and unhelpful. They just don't care, unless they're taking your money

I tried to phone cause I was getting money token out my bank and no one helped me! I’m very disappointed and would like to get help, this is not okay!

1 star cause no minus scores allowed. I ordered travel money , enough to warrant free delivery and next day before 1pm .I chatted to bos chat line for 2 hours after the deadline with no satisfaction ( obviously from India or Pakistan centre) .and probably working from home it's now 4.30pm and still no sign of package .
Catch a grip BOS..and don't make promises you can't keep , or rely on royal mail to deliver before 1pm because obviously they too cannot keep to times or promises...absolutely disgraceful conduct from both

I had a savings account. Not touched it for over 20 years as there was money in it.
Tried in branch to get an update. Told me it was closed 2014. No reason could be given as to why and apparently money is lost.

What a great service from such a big bank. Please avoid at all costs!

App is rubbish.
I need to make a payment and the app does not work.
Customer support is manned by a chatbot.
They are good at getting your money it is a nightmare when trying to get it out.