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 October 2018 and 31 December 2018||In the 9 months between 1 April 2018 and 31 December 2018|
|Total number of incidents reported||2||7|
|Incidents affecting telephone banking||2||5|
|Incidents affecting mobile banking||2||3|
|Incidents affecting internet banking||1||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.|
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 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.
Once an account is open, we give customers a debit card:
Once an account is open, customers have internet banking:
You can register for internet banking once your account is open. These figures are based on the time taken from when you have registered to when you receive a card reader in the post; allowing you to make payments through internet banking.
Once an account is open, the overdraft is available:
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.
We replace debit cards:
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.
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.