Bank of Scotland Reviews 

Terrible unhelpful staff on the phone and in branch. Litany of misinformation, errors and not completing actions agreed. 8 months in and basic actions still not completed.

Awful customer service, never used them. They will make your life hell.

DO NOT OPEN AN ACCOUNT WITH THE BANK OF SCOTLAND . 28 YEARS OF BANKING AND CLOSE IT WITH NO VALID REASON WHEN ASKED WAS TOLD IT WAS CLOSING SO MANY HUNDRED ACCOUNTS ITS VERY VERY UNPROFESSIONAL I KICKED UP SUCH A FUSS THEY SAID THEY WOULD KEEP OPEN ONLY TO GO ON 6 WEEKS LATER TO CLOSED NOW HAVE TO RESCHEDULE ALL MY PAYMENTS AND DD I WOULD GIVE A -10 IF I COULD USED TO BE A GREAT BANK JOKE OF A COMPANY NOW !!!

Atrocious service. I took over as treasurer of a small local charity nearly 3 years ago. Changing contact details was almost impossible despite calling the helpline umpteen times, trying to fill in the online form and a visit to the manger 40 miles away with the chairman and passports, driving license, utility bills etc. Even he couldn't manage it.
It took nearly 2 years. And then I found that I had to do the same for the deposit account!
So all was well but then I got an email for the old treasurer! Sorted that and 6 months later, an email to the old treasurer!!!!!
I wrote to complain to a director - the first on the companies list - and she has simply ignored my letter.
They truly are rubbish.
I really want to give NO STARS

Been with this bank for many decades. Local branch closed without warning. Won’t accept set up of new standing order on the app. Customer services pathetically useless. Will be transferring my account to an online account with good customer service reviews as I can’t go into a bank anyway. About time bank realised it’s their customers money instead of treating us with contempt.

My new car was delivered, so I searched for insurance cover, and BoS's quote was ideal, but when I tried to enter the car registration, BoS's website says "cannot find registration, cannot insure, have to find another insurer".
On advise from Dealership, since it's a new vehicle, the registration may not be registered with DVLA yet, told to wait a couple of days, however we've been trying on the second, third and fourth day, yet BoS keeps saying cannot find registration, however when we try DVLA website and all other car insurance websites e.g. compare, esure etc, they all find the registration, no problem.
There is NO number on their website to call, I've message them twice, and both replies suggests I insure elsewhere.
It's annoying and frustration.

Bank of Scotland Thurso
Would like to congratulate staff at Thurso branch for excellent service when I called in with a couple of queries
The staff member was more than helpfull and polite and sorted out my problems for me
Didn’t catch her name but she was excellent
Regards Alexander Mackay

Bank of Scotland has been reliably good for the many years that I’ve used it, latterly mainly online. So, I thought I’d give a review for the great service I received today on a rare visit to its Sauchiehall Street branch to pay in a bunch of warrants from the NS&I for small premium bond prizes. The staff talked me through the process for using the pay in machines and were helpful and courteous without being patronising.

I have held a BofS credit card for 20 years or more, but never asked for an increase in my credit limit. But despite being Scottish, and with a monthly pension 8 times the existing limit, and a balance with BofS parent Lloyds Bank equal to 7 times the credit limit (and having always settled my balance on time) they have declined my request time and time again, making themselves the laughing stock with advisors in three other banks whose credit cards I hold ( with credit limits two to five times higher than that with BofS). And now they wonder why almost every month, they have to send out a warning that I have spent more than 90% of their ridiculously low credit limit.
In sum, BofS are a crowd of dunces these days.

Shawlands Glasgow Branch UNwelcoming, UNhelpful and UNpleasant atmosphere. Poor customer care extremely slow service
Staff in football top on a Thursday without any sign or explanation to warn customers as to why staff look scruffy and UNprofessional as well as their poor attitude, useless!

The Bank is useless and lies to its customers. I am also being ignored, and they wont answer the fake 24/7 in app chat. Avoid this bank and take all your money out of it. Do not trust this Bank.

I've been a Bank of Scotland customer for 58 years. Once upon a time they were a wonderful bank. The downhill slide started with the Halifax takeover, and was completed by the Lloyds takeover, taking them to being as bad a bank as I can imagine. They care absolutely zero for customers, and are only interested in continual fiddling for no good reason, with accounts that have been working happily and trouble free for years - absolutely with no regard whatsoever for however much their "adjustments" can inconvenience the customer. They go back on previous promises made by senior managers, and their IT is of a very low standard - I've seen better coding from primary school children. Their repeated flagging - sometimes daily on the same account - of "suspicious" transactions, which are of course in no way remotely suspicious, causing instant suspension of online access to one's funds is a perfect example of a bank that is utterly unable to have their software properly developed. At that point, you have to deal with the condescending and intelligence-insulting call centre message that tells you that they are "busier than usual" in an attempt to justify the long wait on the telephone before you get someone to help. The truth, of course, is that they are just at the level of being "busy" that they always are, but Lloyds won't hire enough staff to answer the calls. Then you are quizzed about exactly what you are spending your own money on, as if that was any of their business. Any interest bearing account offers only a pittance in interest, far below what's available elsewhere. Frankly, they are an absolute joke of a bank.

Despite the warnings on TP, hubby & I decided to transfer our accounts to BoS mostly because they still have a local bank with a car park close to us. (I’m disabled.)

I should have known better…

To do so online, first you have to open two adult accounts and then wait for the cards, online banking credentials AND activity codes. Fair enough. Only when they arrived, the codes didn’t work.

Several online chats and calls later they reissued them, and only hubby’s arrived. No worries, I thought, as we’re not keeping these accounts once we open a joint one. So I guess we’d use his code to log in to the App. only to find it confirmed MY account details. How I STILL don’t know and neither do they!

Not exactly confidence inspiring security.

From there, we tried again to open a joint account, or more specifically, ‘convert’ one of our accounts to joint.
It wouldn’t let us. (Surprise surprise!) Instead it opened ANOTHER sole account in my husband’s name. So now we had 3 sole accounts; none of which were any use to us.

Back to BoS messages.

OVER TWO HOURS later, they give me instructions to follow which are exactly the instructions for what we’d done earlier, which didn’t work (twice!)

Then they ghosted us.

Finally, my husband had to go off to work, and I phone to try to make an appt. for us to go into our local branch. But not only will they not give me an appt. they won’t give the phone number for the local branch? Why? Well after several times of asking, they’ve ’withdrawn the product’.

What product I ask? Slightly confused as I only want to convert one of the sole accounts to joint. ‘The joint account’ I’m told. As of today, 8th June, they have withdrawn the facility for people to have joint bank accounts. AFTER THREE WEEKS OF GOING THROUGH THE APPLICATION PROCESS!

I was livid.

‘Why don’t you just have two sole accounts’ says the ‘helpful’ customer service rep. Honestly? Because we’re married and finances are shared and accessible by us both, I reply, and one salary can’t go into two accounts. Nor can bills be split over two accounts. What I wanted to say was… just because I don’t work, doesn’t make me a non-person. We CHOOSE this set up because it works for us both. I can handle our finances while my husband works!

It seems simple to me, but apparently not BoS.

ABSOLUTELY LUDICROUS!

Either way, after 3 WEEKS of trying, waiting for postal security (twice) and what we need still not arriving, then this nonsense, it looks like we’ll be looking elsewhere for a bank capable of handling both married people AND the 21st century!

When I asked to close the three sole accounts we don’t need… well, they couldn’t let me cancel my husband’s despite me being the one who opened them. The irony is, they said he could do it in the local branch. Or make yet another call to them to do so. 🤦‍♀️

Mine, well yea, they can close that, but could I give them a reason? How does the most utterly incompetent ‘customer’ service we’ve come across in what is probably 90 years of banking between us?

Both of us started banking with BoS at primary school. But NEVER, EVER again!

*UPDATE - ONE MONTH ON*

Hubby and I just discovered that our credit rating has gone down slightly.
Why?
Because Bank of Scotland did not one but TWO hard credit checks, despite withdrawing the product during the process of applying.

BOTH were done without permission!

Be VERY wary before you place your trust in these *ankers!

Randomly closed my bank account down for no reason whatsoever, said they sent me a letter out to explain which is false. Had my account since I was 15 years old and randomly gets shut down for whatever reason. Absolute joke of a bank, avoid, avoid, AVOID!!!!!!!!

Ridiculous standards by Bank of Scotland. No privacy or protection during visit. I went to a branch on Friday to ask if i can exchange my money. Left section (it says "business" one, where i exchanged my money prior) was closed, on right side were 2 stuff at the tables. I tried to ask for exchange rates and some questions about notes bank accept, but i feel horrible that moment, because lady was asking me on front of EVERYBODY about what summ of money I have and asked to show her my notes. I asked if private room will be available but she said private rooms only available on Mon, Tues, Thurs. And she she asked me to come on that days. But i live an hour travel time away (on island). That was shock! You asking your clients about money they have on front of other people and fail to provide any privacy. I NEVER seen such an inadequate privacy standards at any banks before. Absolute shocking! Not sure how bank even allowed to do a business like that.

Absolutely rediculous banking services, bit of racial flavor, customer service representatives laughing at me when I ask some services, and finally I have asked to close my account and they said to phone customer service numbers. I couldnt understand why to call customer service number to close the bank account

What a bloody joke of a company. Trying to use the app and it crashes. Wont let me log in.

Trying to phone them for help and even more insulting. Then get told it will be at least 50 minutes before I can speak to someone. Are you lot mad and serious. Wait an hour on an 0345 number. I've had enough of you. Tomorrow am starting the process of leaving this garbage bank🤬🤬🤬🤬🤬👿😈

Was chatting with Rachael for Car insurance and was trying to tell me it was going to cost more to cancel the insurance with her that it would if I just waited for time to lapse and the policy to cancel it'self (I brought a new car and thank god insuranced with a different company)
she was very rude and belitting saying she was reading the letter at the same time and there is a hidden fee that i can find stated in my policy (big shock, i never found this fee)
started through different numbers at me for what I owed now an extra £19,99 is owed on top of what she orginally said.
Money grabbing company and rude empolyees. I would NEVER EVER recommned, anywhere else will be better!