Complaints

We know that sometimes things go wrong and here at The Co-operative Bank we really value your feedback. Letting us know when you are not happy with our products or service, provides us with the opportunity to put it right as quickly as possible and helps us to improve our service for all our customers.

Our promise is to:

  • treat your complaint fairly and promptly
  • try to resolve complaints straight away, when you first contact us
  • respond to you by phone if possible, and in writing once our investigations are complete if we have not been able to resolve your query when you first contact us
  • keep you informed of our progress

How to make a Business Account related complaint with The Co-operative Bank

By post You can send your complaint by post to us. Please ensure you provide name, address, day time contact number and account details.

Customer Response
The Co-operative Bank plc
Ground Floor
Miller St
M60 0AL
By e-mail You can email us at the address below. If you do email us please provide your name and day time contact number where we can contact you between the hours of 9am - 5pm Monday to Friday. For security reasons, please do not include any account details in your email.
complaints@co-operativebank.co.uk
By telephone Speak to a member of our Customer Service team by calling 03457 213 213^

If you need your response to be sent in large print or Braille – please let us know.

What happens next?

We will always do everything we possibly can to sort out the problem. We’ll send you a written acknowledgement within five working days and keep you informed on our progress until your complaint has been resolved.

Not satisfied with our response?

Should you remain unhappy with our response, or if eight weeks have passed since you first raised the matter with us, you have the option to refer the matter to the Financial Ombudsman Service.

For more information about the Financial Ombudsman Service visit:

Website: www.financial-ombudsman.org.uk
Or contact them:
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 0 234 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

Complaints reporting

All complaints that we cannot resolve by the end of the next working day are reported to the Financial Conduct Authority. Every six months we publish a summary of this information on the The Co-operative Bank website.

About the Financial Ombudsman Service

The Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK.

Please be aware that our Guernsey based products such as our offshore accounts may not fall within the jurisdiction of the Financial Ombudsman Service.

Please note that for corporate and business account customers, the Financial Ombudsman Service is only available if you have an annual turnover of up to 2 million euros and fewer than 10 staff.

Payment Protection Insurance

Thinking of making a complaint?