• Client Charter

    Our signature commitment - mid markets

  • Relationship Led

    Understanding Your Business

    We commit to investing our relationship managers’ time in understanding your business. Our relationship managers will agree a frequency of contact that’s right for you, including an offer to spend at least one full day a year with you and your team, at your business, listening and learning.

    The Right Approach For You

    Our relationship teams take the time to understand what’s right for your business, rather than what makes most money for us.

    Access to Senior Management

    We will provide you with local access to two named members of our senior management team in addition to your main relationship contact. This ensures you have continuity of relationship and a clear escalation route for any concerns.

    Fair and transparent on credit

    Local Credit Decisions

    To ensure you receive quick and well informed credit decisions, we operate local credit teams that have the final say on more than 95% of lending proposals. We’ll also agree how long the process will take at the outset and publish details of how often we’ve met the agreed timescales.

    Alternatives Not Rejection

    When assessing credit proposals we aim to deliver what you want, but if that’s not possible we will always try to provide alternative solutions. This approach currently results in more than 95% of final proposals being accepted.

    Smoother Renewals

    We will advise you of the outcome of any review of your committed facilities no later than one month prior to the renewal date.

    Prior Discussion

    Bank of Scotland will always offer to discuss additional lending conditions with you face-to-face rather than simply imposing them.

    Taking the risk out of change

    Switching Promise

    When you are ready to switch to Bank of Scotland, we’ll agree with you at the outset how long the process will take and appoint a dedicated team with a named leader to handle the transfer.

    Price Guarantee

    If you switch business to Bank of Scotland, we will guarantee our transaction fees for the term of the deal assuming transaction volumes remain within 10% of annual forecast. We do not price keenly to win business and then inflate prices once you are on-board.

    Smoother Handovers

    We know change can cause uncertainty, so whenever possible, any new relationship manager joining your team will shadow their predecessor for at least one month before taking charge. That way you will receive complete continuity of service.

    Click here to download our mid market client charter.