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Complaints

Make a complaint

We know things go wrong sometimes.

Complaints are valuable to us. When you let us know you’re not happy, it helps us put things right for you. It also helps us improve products and services for all of our customers.

We have a dedicated team who respond to complaints. If you would like to talk to us about something else, please contact the appropriate customer service team.

We promise to:

  • Treat your complaint fairly and promptly
  • Try to resolve your complaint straight away
  • Keep you informed of our progress
  • Contact you by phone if possible, and write to you once our investigations are complete if we've not been able to resolve your query when you first contact us.

Working together

  • An advisor will try to resolve your complaint with you straightaway. If this is possible, we'll send you a summary resolution letter within 3 working days, to confirm that your complaint has been resolved
  • If we need a bit more time we'll make sure we keep you up to date with what's happening.

Reaching a resolution

  • After we've fully investigated your complaint, we’ll send you our final response by email or post detailing our findings and our decision
  • We'll also give you information about the Financial Ombudsman Service including how to contact them if you're unhappy with our decision
  • If you’re not happy with the outcome of our investigation, or 8 weeks have passed since you complained, you can ask the Financial Ombudsman Service to look into what's happened.

Payment Services related complaint

We’ll do everything we can to resolve things quickly. You'll hear from us within 15 calendar days with either an outcome for your complaint or an update on what’s happening and when we’ll be able to respond to you. If we’re unable to resolve your complaint by this date, you will have the right to refer your complaint to the Financial Ombudsman Service.

If you need your response to be sent in an alternative format such as large print, audio or braille please call us on:

03457 212 212 for current accounts, savings accounts and smile. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

03457 213 213 for business current accounts and savings accounts. Lines are open 8am to 6pm Monday to Friday, 9am to 12 noon Saturday. Call charges

0345 600 6000 for credit cards. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

08000 288 288 for mortgages. Lines are open 8am to 5pm Monday to Friday. Call charges

How to make a complaint

This information is for small and medium business customers.

To make a complaint as a personal customer, please see:

Phone

Call our Business Account Support Team on +44(0)3457 213 213

  • Monday to Friday 8am to 6pm
  • Saturday 9am to 12 noon.

Call charges

In branch

Speak to the team in branch.

Find a branch

Email

Download our complaints form and email it to complaints@co-operativebank.co.uk

If you need to speak to us urgently, please call us.

In your email, please include a phone number we can call you on.

Post

You can write to us at:

Customer Response

The Co-operative Bank p.l.c.

PO Box 4931

Interface Business Park

Swindon

SN4 4PL

Please include your:

  • Name
  • Business name
  • Address
  • Daytime phone number
  • Account number

Please don’t include any passwords or security details.

Accessible formats

Please let us know if you would like our response to be in large print or Braille.

What happens next?

We promise to:

  • Treat your complaint fairly and promptly
  • Try to resolve complaints straightaway
  • Keep you informed of our progress until your complaint is resolved

If you’re not satisfied with our response

If you’re not happy with how we’ve responded, you may have the option to refer your complaint to the Financial Ombudsman Service.

You can contact them:

For more information about the Financial Ombudsman Service, please visit www.financial-ombudsman.org.uk/publications/ordering-leaflet/leaflet

We can also provide you with a hard copy of the Financial Ombudsman Service leaflet on request.

Please note: 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 50 employees

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

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 Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the 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.