Accessibility features and services

We know our customers have diverse needs. We're always looking at ways to make banking easier. Find out about the different options we provide.

Share your needs with Support Hub, powered by Experian

We’ve joined up with Experian to make sharing your accessibility needs that little bit easier. You can now share your needs with multiple organisations – including us – all in one go. Plus, it’s free to use.

Learn more about Support Hub

Ways of banking

  • Mobile banking

A quick and secure way to manage your money from your smartphone. Once you're logged into mobile banking, you can adjust your experience by changing your phone settings – for example, you can change the zoom or screen brightness.

Download the app

Download on the App Store
Get it on Google Play

  • Online banking

Bank securely online without having to visit a branch or call us. Once you're logged into online banking you can:

  • Send us secure messages if that's your preferred way to communicate with us
  • Adjust your experience by changing your computer and browser settings for example, you can change the zoom or screen contrast.

Register online or call us on:

03457 212 212 for current accounts and savings accounts

0345 600 6000 for credit cards

Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

  • Telephone banking

Listen to your latest transactions, available balance, pay bills, transfer money and order statements through telephone banking.

To register for telephone banking call us on:

03457 212 212 for current accounts and savings accounts

0345 600 6000 for credit cards

Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

  • In branch

Some of our branches have adjustments, such as:

  • Handrails
  • Power assisted doors
  • Private meeting rooms.

You can book appointments with our personal bankers so we can support you with any queries you might have in person. We also offer extended appointment times if needed so we have plenty of time.

Find a branch near you

You can also pay in or withdraw money at a Post Office® near you.

Our website

We aim to design our website so that it can be used by as many people as possible. We're working hard to achieve at least ‘Level A’ in accessibility, as described in the Web Content Accessibility Guidelines (WCAG) 2.0.

You should be able to:

  • Zoom in up to 200% without problems (make sure to increase the zoom in your browser options for best results)
  • Use most of the website using a screen reader - including the most recent versions of JAWS, NVDA and VoiceOver
  • Navigate most of the website using just a keyboard or speech recognition software.

The text should be:

  • Clear and simple to understand
  • Readable with screen readers, including headings, useful images, tables and forms
  • Logical, informative, in an order which makes sense and including help text where needed
  • With high colour contrast so text stands out clearly from the background.

Videos also have subtitles.

Share your accessibility needs with Support Hub

We’ve joined up with Experian to make sharing your accessibility needs that little bit easier.

Using their online Support Hub service, you can share your needs with multiple organisations – including us – all in one go.

It’s simple, secure, and free to use. All you need to do is follow the steps below to get started.

How do I sign up and share my support needs?

  • Step 1

    Visit the Support Hub website and create your free account, select your accessibility needs (known as ‘support needs’ in the Hub), and the organisations you’d like to share them with.

  • Step 2

    Support Hub will then securely share your support needs with your chosen organisations.

  • Step 3

    Your chosen organisations will receive your support needs, and make any adjustments you’ve requested.

  • Step 4

    Each organisation will confirm the adjustments they’ve made by displaying them in your Support Hub account.

Start sharing your support needs or log in to your existing account using the button below.

Frequently asked questions (FAQs)

Get answers to some of our most asked questions about Support Hub.

Organisations such as banks and utility companies know that some of their customers require different types of support in order to use their products and services. Usually, customers have to reach out to each and every organisation to let them know about their accessibility and support needs. For many people this can be time consuming, and feel overwhelming.

Support Hub has been set up to make it easier for customers to tell organisations about the support they require, all in one go. It also means organisations can receive information from customers more easily, and provide support sooner.

When using this service you do not have to disclose if you have any disabilities, just the support you require.

Organisations aim to update their records within 5 working days. You will see this in your Support Hub account.

Over time, more support needs will be added to Support Hub. It’s worth checking back in the future to see if the support need you want to share has been added.

In the meantime, you can call us, send us a secure message in online banking, or visit one of our branches to tell us about any support needs that you cannot find in Support Hub. We still may be able to arrange support for you, or discuss other suitable options that can help.

At the moment, our mortgage teams are unable to receive any support needs that you share on Support Hub.

If you have a mortgage with us, you can let us know your support needs by calling us on one of the phone numbers below:

If you have a Co-operative Bank mortgage, you can also tell us your support needs by visiting one of our branches.

Please note: if you have a current account, savings account, loan, or credit card with The Co-operative Bank, or smile, you can still share your support needs using Support Hub. It’s just our mortgage teams that won’t receive your support needs – so if you have a mortgage with us, you’ll need to contact us directly.

We’re listed under the financial services category as ‘The Co-operative Bank p.l.c.’. You’ll also find Britannia and smile listed as they’re two brands that are part of our wider group, so if you have any accounts with them (excluding mortgage accounts), your information will be shared with them too.

Try not to get us mixed up with organisations that have a similar name, such Co-op Food, Co-op Power, or Co-op Insurance Services.

If you’re planning on visiting one of our branches, we recommend scheduling a meeting so that our branch staff can make any adjustments before your meeting takes place.

You can schedule a meeting by calling us on:

03457 212 212 for current accounts and savings accounts

0345 600 6000 for credit cards

Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

Branch staff will have access to any support needs that you’ve requested on Support Hub, or if you’ve told the Bank about your needs in a different way, such as calling us, sending us a secure message in online banking, or visiting us in branch previously.

So if you schedule a meeting, you don’t need to worry about repeating your support needs as our staff will already know about these.

The organisations that you share your information with can only use it for the purpose of meeting your support needs.

Support Hub and the organisations you share your information with cannot use it for marketing purposes, or to decide whether or not to give you a product. Sharing your information will also not affect your credit score.

You can find out how Support Hub manage your information in their Experian Support Hub privacy policy.

Report accessibility problems

If we're not meeting your accessibility requirements or you want to let us know how we could improve, please get in touch.

  • Call us

Speak to our support team on:

03457 212 212 for current accounts and savings accounts

0345 600 6000 for credit cards

Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

Text relay phone service

To contact us using Relay UK's Text Relay service, dial 18001 followed by the number you want to call. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. A relay assistant will join the call.

The Relay UK service itself is free. You'll only pay your normal charges for the calls you make. Please check with your phone provider for more details.

British Sign Language interpreters

If you use British Sign Language (BSL), you can call us using a BSL video interpreter through InterpretersLive! This Service is available on demand from Monday to Friday 8am to 6pm and Saturday 9am to 12 noon.

Find out more about InterpretersLive!

  • Send us a secure message

If you're registered for online banking, you can log in and send a secure message anytime. A member of our team will reply to you as soon as they can.

Log into online banking

Not found what you're looking for?

Contact our support team