We know that sometimes things go wrong and here at The Co-operative Bank we really value your feedback. Letting us know when you are not happy with our products or service, provides us with the opportunity to put it right as quickly as possible and helps us to improve our service for all our customers.
Our promise is to:
The first step is for us to understand your complaint. How you can contact us:
Visit your local branch to speak to a member of the team
Speak to a member of our Customer Service team
You can send a letter through the post to us please ensure you provide name, address, day time contact number and account details.
The Co-operative Bank p.l.c.,
2nd Floor, Balloon Street,
Manchester, M60 4EP
If you would like to provide us with general feedback, and the feedback is not related to a complaint, please click on the link below.
Alternatively, you can contact us via email at firstname.lastname@example.org. If you do email us, please provide your name and day time contact number where we can contact you between the hours of 8am - 8pm Monday to Friday, 9am -1pm Saturday. For security reasons, please do not include any account details in your email.
Please contact us if you need your response to be sent in an alternative format such as large print, audio or Braille.
More information on accessibility can be found on our accessibility page.
We’ll always do everything we possibly can to resolve a complaint straight away. Where this isn’t possible, we will keep you informed of our progress until your complaint has been resolved.
Should you remain unhappy with our response, you have the option to refer the matter to the Financial Ombudsman Service.
For more information about the Financial Ombudsman Service visit:
Or contact them:
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 0 234 567 or 0300 123 9 123
If your complaint relates to PPI, please visit our PPI complaints page.
The Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK. If you purchased your product online you also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform, the platform has been set up by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. To access the platform Click here.
Please be aware that our Guernsey based products such as our offshore accounts may not fall within the jurisdiction of the Financial Ombudsman Service.
Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. This information is summarised on The Co-operative Bank website.