Payment Protection Insurance

Like all banks, many of our customers have taken out PPI over the years, and many of them have benefited from the protection. However we recognise that in some cases customers may feel concerned about how they were sold their PPI policy. At The Co-operative Bank we are committed to a fair, easy, responsible, and personal service - and that includes putting things right when errors have been made.

What is Payment Protection Insurance (PPI)?

Payment Protection Insurance is insurance that covers monthly repayments on credit agreements, such as unsecured loans, mortgages or credit and store cards. The payment protection policy helps if the person who takes out the protection dies, has an accident, is sick and unable to work or becomes unemployed. Typically the insurance company pays the monthly repayments (or a percentage of them) on the policyholder's behalf for a fixed period, or the outstanding balance is cleared in the event of death.

The Co-operative Bank no longer sells PPI for loans, credit cards or mortgages however we will still advise customers to consider how they will make repayments and what provision they need to make in the event of redundancy, accident or unemployment.

Are you thinking of making a complaint?

There are a number of ways you can make your complaint:

  • Write to us
  • Phone
  • Branch

To help us investigate the complaint, the following will assist:

  • Details of policies you are concerned about
  • Information as to what you feel you were mis-sold about
  • Any further information / documentation that you feel is useful

In addition to this, you might find it easier to complete the Financial Ombudsman Service (FOS) consumer questionnaire which will help you provide all the information to investigate your complaint.

The questionnaire will be used handle your complaint as quickly and effectively as possible. By completing this form fully, including any narrative boxes helps us to assess your complaint and prevent us from having to contact you for further information.

Much of the questionnaire seeks key information on the nature of your complaint, the sale of the payment protection, and your personal circumstances at the point of purchase. Download the FOS consumer questionnaire (PDF).

Once you have completed this questionnaire, you should send it directly to us at:

The Co-operative Bank
PPI Operations
5th Floor
1 Balloon Street
M60 4EP

Alternatively you can contact our 24 hour UK based dedicated customer service team on 03457 212 212^ for loan queries or 0345 600 6000^ for credit card queries, or 08000 288 288^ for mortgage queries or visit your nearest branch.

How long is it likely to take you to respond to my Payment Protection Insurance (PPI) complaint?

We will acknowledge your complaint within 5 business days.

We aim to provide you with our final decision within 8 weeks and would like to thank you for your patience during this time.

Not satisfied with our response?

We’re committed to ensuring all complaints are fully and fairly addressed. However, should you remain unhappy with our response, or if eight weeks have passed since you first raised the complaint with us, you have the option to refer the matter to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service

The role of the Financial Ombudsman Service is to help settle individual disputes between consumers and businesses providing financial services in the UK. To find out more about the Financial Ombudsman Service visit or contact them by writing to:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0300 123 9123


Please note: making a complaint will not affect your legal rights.