Our contact centre opening hours are 8am - 6pm Monday to Friday, 9am - 5pm Saturday & Sunday. We're experiencing a very high level of calls and webchats.
Please only contact us if it is urgent, this will help to protect our services and allow us to support our most vulnerable customers.
To avoid the wait, you can download our mobile banking app or alternatively visit our website at www.co-operativebank.co.uk to access online banking and send us a secure message.
If your card has been lost or stolen, contact us immediately on:
Lines are open 24/7. Call us any time, from the UK and abroad. Please see our UK Call charges
Have you seen any suspicious activity or transactions you don't recognise? You need to contact us immediately on:
For current accounts:
For credit cards:
Lines are open 24/7. Call us any time, from the UK and abroad. Please see our UK Call
charges
Search our frequently asked questions, it's the quickest way to find help to the most common queries.
It's a quick, easy alternative to calling us or visiting your branch. Live chat also lets you type a query direct to a member of your support team from 8am to 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays.
As your personal details are confidential, we can only access your account details or your current application via Live chat after you have logged in to online banking.
Logged in to online banking? We can help you with account-related enquiries like:
For any general queries about your account, call us on:
Lines open 8am - 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays. Call us from the UK and abroad.
Please see our UK Call charges
If your card has been lost or stolen, contact us immediately on:
Lines open 24/7. Call us any time, from the UK and abroad.
Please see our UK Call charges
Speak to an advisor about our fixed rate, members or other credit cards.
Lines open 8am - 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays. Call us from the UK and abroad.
Please see our UK Call charges
Please call us on:
If you are looking to borrow more money or are an existing mortgage customer moving to a new home
Our opening hours are 9am – 5pm Monday to Friday
For all other mortgage enquiries
Our opening hours are 8am – 8pm Monday to Friday, 9am – 1pm Saturday
Lines are available from both the UK and abroad.
Please see our UK Call charges
For Britannia related queries, please call us on:
Monday - Friday 8am - 6pm
Saturday 9am - 12 noon
Lines are available from both the UK and abroad.
Please see our UK Call charges
We offer a textphone service for customers with hearing and speech difficulties.
UK
You can access our service by making a call through TextDirect and dialing the prefix:
18001
before the telephone number you wish to call.
International
If you’re calling from outside the UK, please dial:
Once you’ve reached the operator, tell them which telephone number you wish to call and they’ll transfer you directly.
For Breakdown Cover, Travel Insurance and Mobile Phone Insurance queries for Everyday Extra, and Privilege / Privilege Premier call:
General enquiries
8am - 8pm, Mon - Fri
9am - 6pm, Sat and Sun
Breakdown and Medical Emergencies
Lines available 24/7
Lines are available from both the UK and abroad.
You can also contact us via social media. Our dedicated social media teams are available via Facebook and Twitter, from 8am until 6pm, Monday to Friday and 9am until 5pm on Saturdays and Sundays.
You can visit any of our branches, situated throughout the UK, where we will be able to answer your questions.
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.
Firstly check your internet connection and shut down and re-open the app.
If this doesn’t work, you will need to reset the app. To do this:
You will need to know your online banking username (you can get a reminder here), password and security code. If you can’t remember your security details, you can reset them online. If you need to reset both your password AND security code, please contact us on 03457 212 212. Lines are open 8am to 6pm, Monday to Friday and 9am to 5pm on Saturdays and Sundays.
If you need to reset your password or security code, you can do this by selecting 'I am registered' and entering your username. Then select 'I have forgotten my password' or 'I have forgotten my security code'. You’ll need to enter a verification code we will send to you by text message or email. It's important that you never tell anyone your verification code. If you need to reset both you'll need to call us.