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.
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You can send your complaint by post to us. Please ensure you provide name, address, day time contact number and account details.
The Co-operative Bank p.l.c
Alternatively, you can contact us via email at firstname.lastname@example.org. 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.
If you need your response to be sent in large print or Braille – please let us know.
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.
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:
Or contact them:
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
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.
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.
If you’re calling from the UK, calls to 0800 and 0808 numbers are free from landlines and mobiles; calls to 03 numbers cost the same as calls to numbers starting with 01 and 02; calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge; calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Charges for calls made outside of the UK will be determined by your local provider.
Calls may be monitored or recorded for security and training purposes.
The Financial Ombudsman Service is available for charities with an income of up to £6.5m and trusts with net assets up to £5m.