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By continuing to use the site you agree that we can save them on your device. Cookies are small text files which are placed on your computer and which remember your preferences/some details of your visit. Our cookies don’t collect personal information. For more information, please read our updated privacy and cookie policy, which also explains how to disable cookies if you wish to.

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
  • keep you informed of our progress

 

How to make a complaint

The first step is for us to understand your complaint. How you can contact us:

In person

In person

Visit your local branch to speak to a member of the team

Find a branch.

By telephone

By telephone

Speak to a member of our Customer Service team

Find Customer Services contact numbers.

By post

By post

You can send a letter through the 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 Street,

Manchester, M60 0AL

Feedback

Feedback

If you would like to provide us with general feedback, and the feedback is not related to a complaint, please click on the link below.

Feedback

Alternatively, you can contact us via email at complaints@co-operativebank.co.uk. If you do email us, please provide your name and day time contact number where we can contact you between the hours of 8am - 8pm Monday to Friday, 9am -1pm Saturday. For security reasons, please do not include any account details in your email.

Please let us know if you need your response to be sent in an alternative format such as large print, audio or Braille.

What happens next?

We’ll always do everything we possibly can to resolve a complaint straight away. Where this isn’t possible, we will keep you informed of 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

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. If you purchased your product online you also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform, the platform has been set up by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. To access the platform Click here.

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

Complaints reporting

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. This information is summarised on The Co-operative Bank website.