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Complaints

We know things go wrong sometimes.

Complaints are valuable to us. When you let us know you’re not happy, it helps us put things right for you. It also helps us improve products and services for all of our customers.

We have a dedicated team who respond to complaints. If you would like to talk to us about something else, please contact the appropriate customer service team.

How to make a complaint

This information is for small and medium business customers.

To make a complaint as a personal customer, please see:

Phone

Call our Business Account Support Team on +44(0)3457 213 213

  • Monday to Friday 8am to 6pm
  • Saturday 9am to 12 noon.

Call charges

In branch

Speak to the team in branch.

Find a branch

Email

Download our complaints form and email it to complaints@co-operativebank.co.uk

If you need to speak to us urgently, please call us.

In your email, please include a phone number we can call you on between 8am to 8pm Monday to Friday, and 9am to 1pm on Saturdays.

Post

You can write to us at:

Customer Response

The Co-operative Bank p.l.c.

5th Floor

Balloon Street

Manchester

M60 4EP

Please include your:

  • Name
  • Business name
  • Address
  • Daytime phone number
  • Account number

Please don’t include any passwords or security details.

Accessible formats

Please let us know if you would like our response to be in large print or Braille.

What happens next?

We promise to:

  • Treat your complaint fairly and promptly
  • Try to resolve complaints straightaway
  • Keep you informed of our progress until your complaint is resolved

If you’re not satisfied with our response

If you’re not happy with how we’ve responded, you may have the option to refer your complaint to the Financial Ombudsman Service.

You can contact them:

Please note: for corporate and business account customers, the Financial Ombudsman Service is only available if you have an annual turnover of less than £6.5m and either:

  • An annual balance sheet total of less than £5m or
  • Fewer than 50 employees

The Financial Ombudsman Service is available to charities with an income of up to £6.5m and trusts with net assets up to £5m.

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

Complaints reporting

All complaints that meet Financial Conduct Authority definition are reported. Every six months we publish a summary of this information on The Co-operative Bank website.