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 6pm Mon to Fri||Not Possible*||Not Possible*|
|Sending money within the UK, including setting up a standing order||No||8am to 6pm Mon to Fri||Not Possible*||Not Possible*|
|Sending money outside the UK||No||8am to 6pm Mon to Fri||Not Possible*||Not Possible*|
|Paying in a cheque||No||8am to 6pm Mon to Fri||Not Possible*||Not Possible*|
|Cancelling a cheque||No||8am to 6pm Mon to Fri||Not Possible*||Not Possible*|
|Cash withdrawal in a foreign currency outside the UK||No||8am to 6pm Mon to Fri||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 6pm Mon to Fri||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 6pm Mon to Fri||Not Possible*||Not Possible*|
|Third party access to an account, for example under a power of attorney||No||8am to 6pm Mon to Fri||Not Possible*||Not Possible*|
|Problems using internet banking or mobile banking||No||8am to 6pm Mon to Fri||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 6pm Mon to Fri||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 6pm Mon to Fri||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.|
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||24 hours**|
|Accessing a transaction history||8am to 6pm Mon to Fri||24 hours||24 hours**|
|Sending money within the UK||8am to 6pm Mon to Fri||24 hours||24 hours**|
|Setting up a standing order||8am to 6pm Mon to Fri||24 hours||Not Possible*|
|Sending money outside the UK||8am to 6pm Mon to Fri||24 hours||Not Possible*|
|Paying in a cheque||Not Possible||Not Possible||Not Possible|
|Cancelling a cheque||8am to 6pm Mon to Fri||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.|
** The availability of mobile banking and sending money within the UK via mobile banking is subject to eligibility of the app. Sending payments within the UK is available only on payments to beneficiaries you have already set up via Internet Banking. For more information please visit: https://http://www.co-operativebank.co.uk/business/help-and-support/mobile-banking.
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 October 2020 and 31 December 2020||In the 12 months between 1 January 2020 and 31 December 2020|
|Total number of incidents reported||0||0|
|Incidents affecting telephone banking||0||0|
|Incidents affecting mobile banking||0||0|
|Incidents affecting internet banking||0||0|
|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.|
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/
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.
We give customers an account number and enable them to start paying into the account:
These figures are based on the time taken from our receiving all the information and documents we ask for on our current account page, in a case where we don't need any further information or documents to open the account. We start calculating these figures once we have validated your application. Due to the ongoing unprecedented times, we are currently experiencing a delay of approximately 12 weeks to start the validation that any new business account applications include all the information and documents we ask for.
Once an account is open, we give customers a debit card:
Once an account is open, customers have internet banking:
These figures are based on the time taken from account opening to when you receive a token in the post; allowing you to make payments through internet banking. This is only applicable for Business Online Banking.
The option to apply for a business overdraft does not form part of the business current account application process. If you want to apply for a business overdraft you can tell us as part of your application and we will contact you with details of how to apply. You can also apply for a business overdraft (subject to status) at any time after your business current account has been opened.
We replace debit cards:
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|
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.
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.