Bank of Scotland Reviews 

Zero stars would be more appropriate. I have been unwillingly transferred from the joke that was Intelligent Finance to what now seems to be a more significant joke that is Bank of Scotland.
Cannot find anyone despite several hours of calls and more on trying to make the app work, who can help me get access to my accounts.

Have banked with B of S for forty years and have always simply used a debit card but, recently, decided that for some transactions, I’d be better off with a credit card. I therefore contacted the bank and they duly sent a card to me. Payment was arranged with B of S to be total balance by direct debit every month so no charges, interest etc.

So it was a bit of a surprise that when they sent in the first balance I found that I’d spent £54 and been charged £30 interest and £99 late fee! On the phone for an hour to this distinctly Asian person and requested an explanation. B of S hadn’t invoked the direct debit to take the payment! How is that my fault I asked and, of course, no explanation for that one. Eventually refunded for both charges but I just cancelled the card - can’t be bothered with such incompetence from a bank.

Had my mortgage moved from IF.com as they have closed the bank. They have not sent me any account details and I have no access or information on my mortgage account - you wait and they answer and then cut you off - I've spnt over 5 hours trying to find someone to help . Got given an account number but that is not recognised. Staff on phones lie and don't help. This is not a bank where customer service is high on the agenda.

Used to be a great bank but then they started to mark their own homework.
ie
Tell the customer what they wanted rather than asking them this is where i feel they lost their way.
Kilmarnock branch Bank manager seems to have painted on ears rather than human ears and a particular disregard to his customers wishes.
Sorry but your customers will leave.

I tried to order a cheque book via the BoS app but was concerned at the response from the virtual assistant: poor English, bad grammar, lack of intelligibility. I thought scams displayed this kind of lack of language skill and wondered if my app had been hacked. No cheque book yet so I'm still not sure.

Been with this bank years and has to be the worst bank iv been with i have a couple of accounts with other banks and no issues but this bank u can't even get an overdraft with its pathetic iv advised family and friends who have asked my advise and iv told them not to bank with this bank it's pretty bad in all respects compared to other banks so the question is would I reccomend bank of scotland and the answer is definitely not

Very bad service waiting 30 minutes before getting served go hear do this not even taking your name to place you in the what waste of day thanks to Bank Of Scotland leith new Kirkgate if you’re in rush avoid this bank very bad service

Never bank with the Bank of Scotland again.The attitude of this Bank was appalling especially when I had a problem with a cloned credit card.No support whatsoever and some of the staff were rude and patronising.Closed any accounts with them!

banked with BOS for 16 years never had a problem, until i moved to the perth branch, customer service is diabolical, no matter what your business is there is atleast 1 5-20 minute wait, however due to loosing bank card, i went to the branch with my ( noting this has never been a problem in 16 years) immedietly the woman was very rude to me about not having it, enough was enough the next day i cleared most of my account out and told them to close the account and left, next day i come to claim the rest left in the account and they havee altered the balaces in both accounts to zero, and simply for refuting this claim, they threatened to call the police, despite causing no alarm, not swearing and speaking in a respectable demeanor, i figuired best just to leave it. however i can go on my banking app even tested it sending 1 pound to the account and transfering that £1 to another account no problem, and had full acces to the facilities in the banking app,the account was not closed and they has stolen the money that was left, absoloutly avoid this bank like the plague

My card declined twice today and when I tried to contact the Bank all I got was an incompetent and unfit for purpose AI bot who 12 hours later is still sending me messages asking for more information. It’s time to get rid of these bots and AI and companies start providing customer service again

Customer service spoke to a bloke on the phone whom completely shut me down and ended the call on my face didn’t bother to help or assist me on my queries made me rejoin the queue 4 times.

Been a customer for 50+ years. Lost my card so ordered a new card. Arrived yesterday after 10 day wait. Today walked to my local branch to get money out as I had none. Inserted card and it retained my card. No money dispensed. Branch closed on a Thursday so phoned to be told as card only sent day before that they thought it was fraud so retained card. So I’m being penalised cause both post office and I followed correct procedures.
Moral of story here is change accounts and ditch idiots.
Still no money and massive inconvience ……..

Very unpleasant branch experience. Dominating staff who shuffled customers around different desks. Became aggressive when made requests and gave feedback. Did not answer question when asked what their efficiency measurement is

Cannot transfer more than £25k a day to a an account in your name at another Bank

My Grandson arrived from abroad with some paper £50 notes his mum had given as holiday money. As they were issued by The Bank of Scotland I decided to visit the branch in Grangemouth, they absolutely refused to change the notes as I did not have an account with that branch. Also refused to give their cash ISA rates saying they were available on line. Hopefully this Grangemouth branch is on the closure list.

Trying to report fraud relating to my elderly parents. Terrible service which leaves the elderly exposed. No interaction between the Halifax , Lloyds and BOS systems. Calls inexplicably ending when finally you do reach someone. These are post state bail-out institutions with little care for the generations that made them the powerhouses they are today. Sick inside at the incompetence I’ve had to deal with today

Some parts of the bank are very good and efficient like if your card gets cloned as mine has a couple of times but others are a joke. I've had problems getting transactions verified by text. They say they have sent a text but it never arrives leaving me in limbo. I don't have any problems with any other companies sending me verification texts. Been on to them countless time with no success. The last time yesterday the lady talked to me if I was an idiot. She probably noticed my age 80 and thought I was an old Duffer which I probably am but I'm very tech savvy. There is something wrong with their system but she wouldn't admit it or offer to look into it. They have the correct phone number and I had the same problem with my last phone so it is not the phones that are the problem
Maybe changing banks will be a solution.

Absolutely dreadful. Only interested in their profits. Have no regard for their customers. Claim to be a friendly bank but are quite the opposite. Do not bank with them. They will not treat you fairly. Try one of the emerging internet banks such as Starling, cheaper and better, in my opinion.

Bank Of Scotland have hosted my main personal current account for nearly 25 years now and have been exemplary. The App is great and on the few occasions I have needed to speak to someone they have been polite and efficient. Surprised by all the negative reviews but I suspect some people don’t help themselves by clearly going in with an attitude.

This is going to be a long review given the issues raised. Firstly the bot on the mobile app clearly has the equivalent intellect of a dead amoeba - actually that’s probably very unfair to the poor little amoeba. After numerous failures (using simple english) to get the bot to understand it finally said it would put me in contact with the international payments department. Several eons went by (during which thousands of species probably became extinct!!) before someone left me a message on the app but of course without telling me they’d sent anything. Finally the person on the other end informed me the international payment I’d sent to myself had been stopped because my account was held for fraud. She was quite unpleasant and shared the same intellect level as the bot and should be fired. I asked her for contact numbers to resolve the issues and she sent me two numbers WHICH DID NOT WORK!!!!! The reason I asked for the number was because - and this is hard to believe - the International department of Bank of Scotland are NOT ALLOWED TO MAKE INTERNATIONAL PHONE CALLS!!!! Get real!!!

I finally went back through the usual banking number which made a few more thousand species extinct and eventually got someone who was ok but obviously frustrated herself over the bank’s internal processes. Having used my debit card between the 5-14 Sep with a timeline starting with a hotel at Gatwick South terminal, a week of using restaurants and shops in and around the Norfolk Broads concluding with a final hotel before flying home to Poland my account was blocked (AFTER the card had been used - by me- all week). The bank claimed they sent me a message asking if these were legitimate transactions but did NOT notify me of the message. I have all the necessary notifications set on my iPhone. Finally the fraud department accepted it was me and unblocked my account. However to have my debit card unblocked of course I had to speak to another separate department - card fraud and not just fraud. After another several thousand species extinctions it was answered by the most helpful person Robert. He apologized I had to go through (again!!!) countless security checks but was highly professional and courteous - in fact he could give lessons to the international payments department

By coincidence I retired early from my last job where I ran a global business assisting companies improve their customer service and quickly realise a substantial improvement in profits. I’m sure the CEO of BoS or their parent Lloyds never read these reviews - if they do then for your own sake get in touch and I’ll come out of retirement and help significantly improve your operation. Having been CEO in several businesses myself I would be ashamed of the reviews on here.