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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 personal 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 212 212 Co-operativebank.co.uk Co-operative Bank Mobile Banking App
Checking the balance and accessing a transaction history No 8am to 8pm 7 days 7am to 10pm 7 days Not Possible*
Sending money within the UK, including setting up a standing order No 8am to 8pm 7 days 7am to 10pm 7 days Not Possible*
Sending money outside the UK No 8am to 8pm 7 days 7am to 10pm 7 days Not Possible*
Paying in a cheque No 8am to 8pm 7 days 7am to 10pm 7 days Not Possible*
Cancelling a cheque No 8am to 8pm 7 days 7am to 10pm 7 days Not Possible*
Cash withdrawal in a foreign currency outside the UK No 8am to 8pm 7 days 7am to 10pm 7 days 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 7 days 7am to 10pm 7 days 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 7 days 7am to 10pm 7 days Not Possible*
Third party access to an account, for example under a power of attorney No 8am to 8pm 7 days 7am to 10pm 7 days Not Possible*
Problems using internet banking or mobile banking No 8am to 8pm 7 days 7am to 10pm 7 days Not Possible*
Reporting a suspected fraudulent incident or transaction Yes 24 hours 7am to 10pm 7 days Not Possible
Progress following an account suspension or card cancellation, e.g. following a fraud incident No 8am to 8pm 7 days 7am to 10pm 7 days 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 7 days 7am to 10pm 7 days 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, contact us via Live Chat between 7am and 10pm, 7 days a week. Alternatively, please call us on +44(0)3457 212 212 between 8am and 8pm, 7 days a week. 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 24 hours
Accessing a transaction history 8am to 8pm 7 days 24 hours 24 hours
Sending money within the UK 8am to 8pm 7 days 24 hours 24 hours
Setting up a standing order 8am to 8pm 7 days 24 hours Not Possible*
Sending money outside the UK 8am to 8pm 7 days 24 hours Not Possible*
Paying in a cheque Not Possible Not Possible Not Possible
Cancelling a cheque 8am to 8pm 7 days 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, contact us via Live Chat between 7am and 10pm, 7 days a week. Alternatively, please call us on +44(0)3457 212 212 between 8am and 8pm, 7 days a week. 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 April 2019 and 30 June 2019 In the 12 months between 1 July 2018 and 30 June 2019
Total number of incidents reported 1 7
Incidents affecting telephone banking 0 5
Incidents affecting mobile banking 1 5
Incidents affecting internet banking 0 4
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 quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account:

  • the same day, for 0% of customers
  • on average, in 6 days; and
  • within 24 days for 99% of customers

These figures are based on the time taken from when a customer has applied for an account, to when they receive their new account details; allowing them to make a deposit.
These figures also include the time where we are waiting for some customers to return the information and documents we ask for. It does not include applications where we need additional information or documents from the customer to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

  • the same day, for 0% of customers
  • on average, in 4 days; and
  • within 8 days for 99% of customers

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

  • the same day, for 0% of customers
  • on average, in 5 days; and
  • within 8 days for 99% of customers

You can register for internet banking once your account is open.

These figures are based on the time taken between 1 April 2019 and 30 June 2019 from when customers registered to when they received a card reader in the post; allowing them to make payments.

From 21 August 2019, customers no longer need card readers to use internet banking. Instead, they now verify themselves using their internet banking password, 6-digit security code and a verification code we send to them by text message or email.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

  • the same day, for 100% of customers
  • on average, in 0 days; and
  • within 0 days for 99% of customers

If you apply for an overdraft at account application and we agree to the overdraft, it will be available as soon as your account is open.

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

  • the same day, for 0% of customers
  • on average, in 4 days; and
  • within 8 days for 99% of customers

How to open a current account

To open any of our current accounts, a new customer will need to provide us with a list of documents and information. We may request additional information or documents in individual cases.

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

*** The postal option is only available to open a Cashminder account.

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

Find out more about the ways we can support our personal current account customers on our supporting the needs of all of our customers page.