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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 complaints straight away, when you first contact us
  • keep you informed of our progress

How to make a Business Account related complaint with The Co-operative Bank

visit us in your local branch

By telephone

Speak to a member of our Customer Service team by calling

+44(0)3457 213 213

Lines open Monday to Friday 8:00am to 8:00pm, Saturdays 9:00am to 12:00pm

Call charges
visit us in your local branch

In person

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

Write to us

By post

You can send your complaint by post to us. Please ensure you provide name, address, day time contact number and account details.

Customer Response

The Co-operative Bank p.l.c

2nd Floor

Balloon Street

Manchester

M60 4EP

Send us an email

By E-mail

Alternatively, you can contact us via email at complaints@co-operativebank.co.uk. Please provide your name and day time contact number where we can contact you between the hours of 8:00am - 8:00pm Monday to Friday, 9:00am -1:00pm Saturday.

For security reasons, please do not include any account details in your email, if any urgent actions are required please call.

Accessibility

If you need your response to be sent in large print or Braille – please let us know.

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, 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: +44(0)800 0 234 567 or +44(0)300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Complaints reporting

All complaints that meet Financial Conduct Authority definition are reported. Every six months we publish a summary of this information on The Co‑operative Bank website.

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.

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

  • Please note that for corporate and business account customers, the Financial Ombudsman Service is only available if you have an annual turnover of less than £6.5m and either:
  • an annual balance sheet total of less than £5m or
  • fewer than 500 employees

The Financial Ombudsman Service is available for charities with an income of up to £6.5m and trusts with net assets up to £5m.

Contact us

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