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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 your complaint straight away, when you first contact us
  • respond to you by phone and if possible, 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 Corporate Account related complaint with The
Co-operative Bank

In the first instance please contact your Relationship Manager.

Or you can call our Relationship Account Support Team on 08457 654 654 Find out about our call charges.
Lines are open 8.00 am until 5.00pm - Monday to Friday.

Not satisfied with our response?

We’ll do our best to resolve your complaint, but if after receiving our response you feel that there is further information we should consider, let us know. Your complaint will be reinvestigated and we’ll provide you with our final response containing the outcome of the investigation. This is normally provided within eight weeks of when you first raise your concerns with us.

Still not satisfied with our response?

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied after you have been provided with our final response or if eight weeks have passed since you first raised the matter with us; then for businesses with an annual turnover of up to 2 million euros and fewer than ten staff you have the option to refer the matter to the Financial Ombudsman Service, find out more.

Complaints reporting

All complaints that we aren’t able to resolve by the end of the next working day are recorded. Every six months we will report a summary of this data and publish it onto The Co-operative Banking Group website.