Our service quality information

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/

Some accounts have an automatic interest free overdraft amount ‐ Privilege (£200), Privilege Premier (£300), Student Account (£1,400 - £2,000 depending on year of study). The annual interest rate shown above applies when you enter an arranged or unarranged overdraft above your interest free amount.

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

The Representative APRs on our Privilege and Privilege Premier accounts include the monthly fee for maintaining the account and the interest free limit.

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 5 days; and
• within 23 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 7 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 100% of customers
• on average, in 0 days; and
• within 0 days for 99% of customers

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

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 7 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.