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.
This information is for small and medium business customers.
To make a complaint as a personal customer, please see:
Call our Business Account Support Team on +44(0)3457 213 213
Speak to the team in branch.
If you need to speak to us urgently, please call us.
In your email, please include a phone number we can call you on between 8am to 8pm Monday to Friday, and 9am to 1pm on Saturdays.
You can write to us at:
The Co-operative Bank p.l.c.
Please include your:
Please don’t include any passwords or security details.
Please let us know if you would like our response to be in large print or Braille.
We promise to:
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:
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:
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.
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.