Bank of Scotland Reviews 

Visited Penicuik branch today and had to leave after waiting 10 minutes!! Went back later and no queue but teller somewhat abruptly told me he would be 2 minutes - no apology! When ready he was continually slurping coffee from a paper cup - put your card in The machine! No please and again no apology for my wait!
Press the green button! No please again followed by further slurping of coffee.
Not a good image for the Bank and not one I have experienced during the 60+ years I have been a customer.
Manners cost nothing and Ps and Ts were severely lacking.

Yet again, Halifax has FAILED to help with my online banking. The VA is absolutely rubbish, and when the frustration starts to kick in because that was a total waste of your time, it informs you that a 'human' agent will get in touch "usually within 30 minutes", increasing your frustration. When a 'human' agent finally sent a message, all he did was apologise for the wait and then promptly ignored my subsequent messages and left me hanging for so long I ended up logging out, because we don't all have the time to stay logged in waiting for your CRAP customer support. It was exactly the same when I've tried ringing, 30+ minutes before anyone answers the phone! To the bosses of Halifax who allow this appalling level of customer service to continue, you are a disgrace and should be ashamed of yourselves.

-5 Stars. They have my savings and my mortgage! I am locked out of my account and they will not do anything about it. I spent a full day on the phone to various departments who were supposed to update my personal information (which was updated already).I have repeatedly passed their security questions and made a complaint over 10 days ago. This morning I called explaining I was still locked out of my account and I really need to transfer some money. I was told that my information hadn't been updated again but would be done straight away. I then got passed around again and I have now been told by online banking that my information can't be updated because I can't pass a high enough security check even though I can answer anything. The manager would not come to the phone and the poor lady I spoke to had to keep going back to the manager who just reiterated that they can't even send me a pin number in the post, they can't update anything so basically I have no access to my offset savings or my house mortgage. This is incredible stuff. It was suggested I could send my personal details in the post to them! Laughable how utterly incompetent the staff are here. I have spoken to probably around 15-20 people and I would say 90% are incompetent and the other 10% have their hands tied. One guy was yawning on the phone and three people sounded like they were working from home. My complaint hasn't been looked at in 12 days and there are no plans for them to give access to my account. I have just been on Linked in to see Mr Stan Stevenson the MD of Bank of Scotland and there is not much on that account profile. I am not surprised he must be in hiding. Maybe he has some shame after all because very few of the staff do! It is now off to the Ombudsman.

Making a small payment online i received an error message. Restriction placed on your account.

Two calls and one hour later I am informed that it's an issue with the recipients account.
Next day - same error - different account.

One call resulted in the completely uncaring colleague just placing me in a queue to pass on the problem.

Next call took over an hour, and I still can't make the payment. My account with very large funds, remains restricted.

Useless waste of time. And two hours wasted time.

I'm advised the complaint may take 8 weeks +.

Is there a regulator who actually might achieve treating a customer fairly.
8 weeks + seems to indicate that would be a no.

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