Secure Messages

Have a question or query? Send us a secure message. There’s no need to put in your account details. Since you’re already logged in, we’ll know who you are.

How do I use secure messages?

To access your secure messages, just log in to online banking normally.

If you have any unread messages, you'll see a notification next to the 'Help and support' button in the navigation menu.

Select the 'Help and support' button from the navigation menu, then click ‘Contact our support team’ and ‘Send a secure message, and view your existing messages’ to see your inbox.

Your most recent messages will be at the top. Unread messages will have a blue symbol next to them.

You can read and delete old messages, reply directly to our messages and write new messages.

To write a new message, simply select the 'Send a message' button.

When you're ready, select Send and the message will come straight through to the secure messages team.

If you ever need to send us credit or debit card details, just send the last 4 digits.

Not sure which Subject to pick for your secure message?

If you want to contact us by sending a secure message, you’ll need to choose a subject heading - they help us to process your query as quickly as possible.

  • If you want to let us know that you’re going to be travelling outside of the UK, choose Using my card abroad. If however you’re travelling anywhere within the EU, you don’t need to tell us
  • If you need help using your card(s) at an ATM or in-store, choose Debit card enquiries
  • If you require a new chequebook, or a copy of a previous cheque, choose Stationery requests
  • For questions and enquiries about credit cards, choose Credit card enquiries
  • If you are thinking of settling a loan early and want to know what is left to pay, choose Settlement Figures
  • If you would like to make a high value, same day money transfer (charges may apply), choose CHAPS
  • If you want to report any systems issues, such as your online banking not working, please choose System Problems
  • If you have questions about making or receiving foreign payments, transactions or currency orders, choose Making an international payment
  • If you have questions about direct debits or standing orders, choose Regular Payments
  • If you need to ask something that isn’t covered by any of the other headings, choose General

Financial Services Compensation Scheme

Your eligible deposits held by a UK establishment of The Co-operative Bank plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme. This limit is applied to the total of any deposits you have with the following: The Co-operative Bank, Britannia and smile. Any total deposits you hold above the limit between these brands are unlikely to be covered.

Please read further information on the FSCS scheme here or visit their website.