What is the Lending Code?

This is a self-regulatory code which sets minimum standards of good practice when dealing with the following customers in the UK:

  • Consumers
  • Micro-enterprises (a micro-enterprise is defined as a business that employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million).
  • Charities with an annual income of less than £1 million.

It provides standards of good lending practice to follow when dealing with:

  • Loans
  • Credit cards
  • Charge cards
  • Current account overdrafts
  • Debt collection activities related to these products

The Code does not apply to merchant services, non-business borrowing secured on land, or to sales finance.

The Code came into effect 1st November 2009. With the revised version coming into effect on 7th October 2014.

Key Commitments

The Code contains a promise to treat customers fairly and reasonably. The promise is supported by seven key commitments as well as the standards set out in the rest of the Code.

The key commitments are a summary of the main areas covered in the Code and are shown below:

  • Subscribers will make sure that advertising and promotional literature is fair, clear and not misleading and that customers are given clear information about products and services
  • Customers will be given clear information about products and services before, during and after the point of sale, including how they work, their terms and conditions and the interest rates and charges that apply to them
  • Regular statements will be made available to customers (if appropriate). Customers will also be informed about changes to the interest rates, charges or terms and conditions
  • Subscribers will lend money responsibly
  • Subscribers will deal quickly and sympathetically with things that go wrong and act sympathetically and positively when considering a customer’s financial difficulties
  • Personal information will be treated as private and confidential, and subscribers will provide secure and reliable banking and payment systems
  • Subscribers will make sure that their staff are trained to put this Code into practice.

Who are the Lending Standards Board (“LSB”)?

The LSB are the regulators who ensure that subscribers adhere to the Code. They continually monitor Code adherence through mystery shopping exercises, themed visits, and by analysing responses to the Annual Statement of Compliance. The Annual Statement of Compliance is a self certification exercise which all subscribers must undertake on an annual basis, to confirm their firm’s positioning in respect of compliance with the Code.

Their address and contact numbers are:
Lending Standards Board
Level 12
City Tower
40 Basinghall Street
Tel: 0207 012 0085^
Website address: www.lendingstandardsboard.org.uk

For further advice, the following documents are available to download through the Lending Standards Board website:

Code Compliance Officer

We are required by the Lending Standards Board to appoint a Code Compliance Officer. The Code Compliance Officer and Deputy Code Compliance Officer reside in The Co-operative Bank p.l.c. Compliance and are responsible for liaison with the LSB, co-ordination of regulatory visits and cascade of relevant Code requirements to the business areas. Any enquiries should be addressed to Warren Leaming, Code Compliance Officer, The Co-operative Bank p.l.c., Compliance Department, P.O. Box 101, 1 Balloon Street, Manchester, M60 4EP.