Our service quality information

The first table displays how you can speak to us about the services we offer. The second table displays how you can make use of our services.

The Financial Conduct Authority requires us to publish the following information about our business current accounts:

How and when you can contact us to ask about the following things:

24 hour help? Telephone Internet Banking Mobile banking
Contact details Not applicable +44(0) 3457 213 213 Co-operativebank.co.uk/business Not possible*
Checking the balance and accessing a transaction history No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not possible*
Sending money within the UK, including setting up a standing order No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Sending money outside the UK No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Paying in a cheque No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Cancelling a cheque No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Cash withdrawal in a foreign currency outside the UK No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Third party access to an account, for example under a power of attorney No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Problems using internet banking or mobile banking No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Reporting a suspected fraudulent incident or transaction Yes 24 hours Not Possible Not Possible
Progress following an account suspension or card cancellation, e.g. following a fraud incident No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available No 8am to 8pm Mon to Fri, 9am to 12pm Sat Not Possible* Not Possible*
Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or queries you can raise in one of our branches.

* For assistance in any of these matters, please call us on +44(0)3457 213 213. Lines are open 8am to 8pm Monday to Friday and 9am to 12pm on Saturdays. Call charges

How and when you can use your bank account to do the following things:

Telephone banking Internet banking Mobile banking
Checking the balance 24 hours 24 hours Not possible*
Accessing a transaction history 8am to 8pm Mon to Fri, 9am to 12pm Sat 24 hours Not possible*
Sending money within the UK 8am to 8pm Mon to Fri, 9am to 12pm Sat 24 hours Not possible*
Setting up a standing order 8am to 8pm Mon to Fri, 9am to 12pm Sat 24 hours Not possible*
Sending money outside the UK 8am to 8pm Mon to Fri, 9am to 12pm Sat 24 hours Not possible*
Paying in a cheque Not possible Not possible Not possible
Cancelling a cheque 8am to 8pm Mon to Fri, 9am to 12pm Sat 24 hours Not possible*
Note: This is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

* For assistance in any of these matters, please call us on +44(0)3457 213 213. Lines are open 8am to 8pm Monday to Friday and 9am to 12pm on Saturdays. Call charges.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

In the 3 months between 1 July 2018 and 30 September 2018 In the 6 months between 1 April 2018 and 30 September 2018
Total number of incidents reported 3 5
Incidents affecting telephone banking 3 3
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 2 3
Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Complaints Data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available at The Co-operative Bank website

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk/

Opening a current account with us

Go to our current account page to find out how you can open an account and what information and documents you need to give us to open an account.

How to open a current account

To open any of our business current accounts, a new customer will need to provide us with the following documents and information set out on our current account page. We may request additional information or documents in individual cases.

You can open this account:
Without visiting a branch Yes
Where a visit to a branch is required, without an appointment No
By sending us documents and information electronically No
By post Yes

The requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found on our business current account service quality results page.

Contact us

If you'd like more help & information, you can: