Complaints
Making a complaint
We know that sometimes things go wrong and here at the Co-operative Bank we really value your feedback. Letting us know when you’re not happy with our products or service, provides us with the opportunity to put it right and helps us to improve our service for all our customers.
To find out the latest news about Payment Protection insurance, please visit our latest news section.
Our promise is to:
- treat your complaint fairly
- try to resolve complaints when you first contact us
- if we cannot resolve your complaint when you first contact us, send you a response in writing
- 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 | Visting your local branch to speak to a member of the team Find a branch. |
| By telephone | Speak to a member of our Customer Service team Find Customer Services contact numbers |
Alternatively you may write to:
Customer Relations,
The Co-operative Bank Plc,
4th Floor,
Miller Street,
Manchester,
M60 0AL
To help us resolve your complaint we’ll need the following information:
- details of what you are concerned about
- your name and address
- account number and sort code
- a daytime telephone number
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 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 final 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. Find out more
Complaints reporting
All complaints that we cannot resolve by the end of the next working day are reported to the Financial Services Authority. Every six months we publish a summary of this information on the The Co-operative Banking Group website.
About the Financial Ombudsman Service
The Co-operative Bank is covered by the Financial Ombudsman Service who resolve individual complaints against financial services institutions in the UK.
If you contact the Financial Ombudsman Service before you have received your final response, or before eight weeks has passed since you initially raised your concerns with us, they will refer you back to The Co-operative Bank to resolve your complaint. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
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 contact details for the Financial Ombudsman Service are:
- Write:The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 0 234 567 or 0300 123 9 123
- Email: enquiries@financial-ombudsman.org.uk
