Complaints Data

Our customers are at the heart of our business and we strive to put them first in all we do.

Whilst we are proud of our record of high customer advocacy and recognition by external commentators, we also recognise that sometimes things can go wrong.

When it does, we encourage our customers to tell us and we try to put things right as quickly as possible. The feedback we receive from our customers is invaluable and it helps us to shape the way we do things in the future.

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. The information includes details of the number of complaints we receive, how many we've closed and how many we've upheld – found in favour of the customer.

The tables below outline the information submitted to the FCA.

Complaints data

Name: The Co-operative Bank plc
Period covered in this return: 1st July 2015  – 31st December 2015
The brand / trading names covered: The Co-operative Bank, Britannia, smile & Co-operative Bank Financial Advisers Ltd.


Product / Service Grouping*Number of complaints openedNumber of complaints closedComplaints closed within 8 weeks (%)Closed complaints upheld by firm (%)
10,824 99.36%
Home Finance
1,331 99.47%

General Insurance & Pure Protection (incl PPI complaints)

5,242 5,203 99.98%
Decumulation, Life & Pensions 46
62 95.16%
Investments 22 25 84.00%
Credit-related -


Putting this into context:

Banking: we received 1.84 complaints per 1000 relevant banking accounts.

Home Finance: we received 9.21 complaints per 1000 relevant home finance accounts.

General Insurance and Pure Protection: we received 9.06 complaints per 1000 relevant general insurance and pure protection products not including PPI. With PPI included we received  114.47 complaints per 1000 relevant accounts.

Decumulation, Life & Pensions and Investments: Co-operative Bank continues to resolve complaints relating to advice provided at point of sale for various historic products, which are now either owned or administered by 3rd party firms.

*Explanation of product/service groupings:

Banking: this includes current accounts, savings accounts, credit cards, unsecured loans.

Home Finance: mortgages and home improvement loans.

General Insurance & Pure Protection: includes home insurance products sold under the Britannia brand.

Payment Protection: this includes all Payment Protection Insurance (PPI), Overdraft Protection Insurance (OPI), Card Protection Insurance (CPI) and Mortgage Payment Protection (MPPI).

Decumulation, Life & Pensions: this includes pension products, with profit endowment products, with profit bonds and annuity products. Decumulation products turn existing capital into income in retirement.

Investments: this includes unit trusts and stock & shares ISA products, investment bonds and personal interest bearing shares.

Credit-related: this includes debt purchases & credit broking