Updating your personal details
If you are a personal banking customer, you can change your address and contact details in
Simply visit your Profile and select
Change your contact details. You'll need to enter your password, 6-digit security code and a verification code we will send to you by text message or email. When changing your contact details, we will send a verification code to the mobile number or email address we currently have for you, not your updated details. It's important that you never tell anyone your verification code.
You can also update your phone number and email address using our mobile app. Log in, choose "My settings and details" from the main menu, at the bottom of the screen select "Update number or email" and then update the details you need to. We will ask you to verify the change by using your fingerprint, passnumber or Face ID.
You can update your personal details over the phone on
+44(0)3457 212 212. ()
Pop into any branch with your credit card and we’ll update your details for you immediately. You’ll need to know your PIN in order to make the changes.
To update your personal details for your bank accounts or insurance policy, simply send a letter with your old details and your new details - along with your account number or policy details.
Please write to:
PO BOX 200
The Co-operative Bank plc
Metroplex Business Park
Once we receive your change of details, we will update your information and send confirmation back to you along with any supporting evidence you have provided, typically within 7-10 working days.
Change your Direct Debit payments
You can view your Direct Debit payments by logging in to
From there, click
Your Accounts > View account > Planned Payments
and select the relevant Direct Debit payment.
You will then have the option to delete the Direct Debit. If you delete before 7pm, on the working day before the payment is due to leave your account, it will be stopped.
Get a replacement card
If your card is damaged or faulty, you can order a replacement card by logging in to
Online Banking or by calling us.
Account home > View account > Order replacement card
and fill in the form.
Once successfully complete, you’ll receive your replacement card within 5-7 working days.
If you need to order a replacement card over the phone, please call us on +44(0)345 600 6000. ()