Bank of Scotland Business Bank Account

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Calling these jokers a business bank should be actionable under the trade’s description act. Their service is actively obstructing and misleading

An impenetrable automated phone system frequently connects either to the wrong department or to someone actively misleading

Over the last few years I’ve been locked out of my account over minor procedural issues triggered by automated systems which in the current case has deprived me of access to the account for weeks

All of these problems could be mitigated by simple communication, but this company cannot manage even basic service functions

The same errors repeat time after time. They do not learn or take feedback on board. I strongly recommend people not to use this bank

Wed – after 14 years of online banking, today I can't add a new recipient. Phone for assistance can't get a reply.

Thu – Phone many times throughout the day, finally call taken in the afternoon. After 30 mins on the call being passed around the line goes to the engaged tone.

Fri – Phone many times throughout the day, finally call taken in the afternoon. 1hr 20mins phone call during which I was passed around four operators. Eventually told that a card and reader was to be posted.

Fri - I log in to my account – the password has been changed. I can't access my bank account.

Mon – Phone many times throughout the day, finally call taken in the afternoon. Passed around three operators. Why have they locked me out of my account? "You'll have to wait for the card to arrive."

Tues – Waiting. Still locked out.

No one to talk to. Does the Business Team exist? No chat support. No email support.

The most unprofessional shambles.

We have had 2 Bank of Scotland business account for almost 30 years, but not for much longer, When we had a business manager locally, they were only a phone call away and any issues were dealt with swiftly and effectively. We now have what is called a 'relationship manager'. But I don't know who the relationship is with as its certainly not us. I don't even know their name, let alone any contact details. I have just spent 42 minutes in a telephone queue to end up speaking to no one. The service supplied by the head office of this bank is unbelievably poor.

But therein lies our problem, the local branch staff are fantastic, and our day to day dealings locally are not an issue, but anything that involves head office is a nightmare.

We recently had to complete a telephone survey about our local branch, and we gave them good scores for all questions, but I would willingly do the same survey for head office stall if they would only let me, though not sure how to score in negative figures.

BOS please get your act together !!

Completed application online, took 2 full weeks to receive in post and 3 weeks after sending docs back to them we have been given excuse after excuse, no answers as to when account will be open. Given the runaround. The CS folk are nice enough but tell you what you want to hear but all have been lies. Gone way past the timescale they state it should've been completed by. Asked to speak to the Manager several times - you have to wait up to 72 hours for a call back. Completely disappointed. Go somewhere else if you need a quick turnaround (Santander and HSBC I've been told are 3-5 work days).

I can't name staff member as I get out through to call centres and have not spoken to the same person in the 4 weeks I've been trying to sort my account out! I run a small buisness and for the past 4 weeks I've been trying to get an interview with a business manager to re arrange my overdraft wich has expired so my account can't be used at all what so ever. I've been promised for the past 4 weeks that a manager will ohine me back within 24hrs and noting. I have take 4 full days off work and sat beside the ohine as they have promised they would call back on each if these days and nothing. Just a disgrace.

Also I've been trying to get inline banking with them with no success at all. I full the forms out and send them into the Bank of Scotland and I never get a response, on questioning this on the phone and asking if they are not recieving my paper work then who is getting my personal and buisness details?? They tell me to put my complaint in writing so I do, they seem to think by putting £25.00 into my account is going to stop me questioning where my details are actually going to.

I'm left with no other choice but to change banks for personal and buisness accounts and I advise anybody to never ever ever go the the bank of Scotland for anything. Even their staff in their branches are embarrassed at the poor system and lack if customer service!

Don

I am having personal account with BoS since 2009. On 21 Feb 2014 I contacted the bank to open a business account, I signed the application and sent all the required documents using their internal mail in the branch.

Until today 20th May, they could not open the account for me.

They lost the documents that I sent to them, and I had to send same documents 3 times.

I did 3 complaints about that, and the senior complaints officer admitted that they have a problem in the business department but she can not do any thing, and she asked me to send the documents again, which I did but still not opened.

To make it worse, she offered me a compensation of GBP200 (as if she wants to say take it or leave it), which I refused to take and found it offensive.

I am not sure what kind of skilled people they hired, but I am sure that such an attitude and carelessness would take them out of the business for a while.

3 month waiting to open an account affected my cash inflows as new setup business and affected my reputation in front of my clients. This is something that BoS team could not understand.

Tried to make an internet payment to a new supplier but the account name only allows for 12 characters.

Tried to get some help by phone and trouble from the start. A robot asks you to speak certain characters from your password, which it never seems to recognise. A robot then asks why you are calling, but doesn't see to recognise "to speak to a human being".

After being serenaded by canned music, eventually told by another robot that they are very busy and current waiting time is 5 to 10 minutes.

Try the same procedure 1 hour later with same result.

Eventually manage to speak to a Scotsman with a very hard to understand Glasgow accent who tells me I can only make a Daily payment of £10,000 so will need to make more than one transfer if done by phone, however I can make the transfer in one transaction on line, but cannot explain why the online transfer will not allow me to input the full company name, and offers to transfer me to the internet help department. After listening to canned music again, I am cut off.

in desperation I give up, and am now looking to move my account.

Starting up a one man consultancy business and applied on line to BOS on 14th January 2014. 6 weeks later they still can't tell me when it will be open. Even when it is opened the account is locked until they do verification - on information they received a month ago. Go somewhere else - but check carefully on how long it will actually take to open.

Terrible bank, but I suppose probably lie the rest of them. All we can say is that it took 3 + months to even get our online banking sorted, so next time we’ll stay with NatWest.