Hello,
I would also get in contact with Bank of Scotland, through Certus (Legal or Securities Department, for Wholesale loans). Obviously, it would be helpful if you can give them the name of the Borrower and any other relevant information.
Bank of Scotland still have a panel of solicitors here and I believe, are ultimately responsible for arranging the vacate, if the loan has been repaid in full.
You may need to apply some pressure, so don't be afraid to put a written complaint in, if you don't get any satisfaction by telephone.