Our service quality information

Contact details

• Call us on 03457 212 212 (call charges)
• Log in or register for internet banking
• Download the mobile banking app.

How and when you can contact us to ask about the following things:

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.

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.

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/

Information about overdraft pricing in the 3 months between 1 October 2023 and 31 December 2023

The Representative APRs are based on a £1,200 credit limit, and 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 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 6 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 6 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.

*** 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.

Open Banking service

The Financial Conduct Authority (FCA) requires us to publish the service quality levels we have with third party providers for our open banking platform. It evaluates how well we are delivering security and access for you to share your data and make payments through other providers.

So you are able to make an informed decision about joining our open banking program or evaluate how we are performing, please review our service quality statistics.