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At Bank of Scotland, we aim to provide excellent customer service whenever you deal with us. If we do not achieve this, we would very much like to know so we can have the opportunity to put things right.
You can write or speak to:
You can expect us to:
The majority of complaints should be resolved within two working days. When this is not going to be the case, we will provide an acknowledgement of your complaint within five working days unless other arrangements are agreed with you in advance.
After that, we will regularly update you on progress as advised in our acknowledgement until we have completed our investigations and issued our final response. We aim to issue our response within eight weeks of the date your complaint was raised. You may, of course, contact your Relationship Manager at any time should you wish to discuss progress or any other matter relating to the complaint.
Our final response will address all of your concerns, confirm whether the complaint is being upheld or rejected and if eligible provide referral rights to the Financial Ombudsman Service if you remain dissatisfied with the outcome.
If you are unhappy with our response, you should contact your Relationship Manager as soon as possible, including
details of further information that may be applicable to the case. You can expect us to consider any new information
and for us to either provide an updated decision or reaffirm our prior position.
You can expect us to:
The Financial Ombudsman Service (FOS) provides support on individual unresolved complaints from personal customers
and small businesses.
In order to refer a complaint to the FOS, you must meet the FOS eligibility criteria. The FOS will consider complaints from:
Whilst the vast majority of Commercial Banking customer complaints will fall outside the above criteria, you should
speak to your Relationship Manager if you consider this is not the case for your complaint.
In any event, in order to be eligible for referral to the FOS the complaint must either have been fully investigated by us,
with a final response having been issued, or, no final response has been provided after eight weeks from the complaint
Further details on the Financial Ombudsman Service can be found at: www.financial-ombudsman.org.uk, by telephoning 0845 023 4567, by emailing firstname.lastname@example.org, or by writing to:
Financial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondonE14 9SR
We aim to provide the highest level of customer service possible. If you do experience a problem, we will always seek
to resolve this as quickly and efficiently as possible.
Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service.
Please note that any data sent via e-mail is not secure and could be read by others.
Bank of Scotland plc Registered Office: The Mound, Edinburgh EH1 1YZ. Registered in Scotland no. SC327000.
Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Registration Number 169628.
We subscribe to The Lending Code; copies of the Code can be obtained from www.lendingstandardsboard.org.uk
Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all Business customers will be covered.
The Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax and Bank of Scotland and their associated companies. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.com.
This site is intended for UK residents unless otherwise stated.
© Bank of Scotland plc 2015. All rights reserved
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