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Help & info

Just type in your query, or have a look at the list of popular questions below.

Ways to pay

  • How do I pay in a cheque?

    There's a number of ways in which you can deposit cheques into your account.
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  • What address should I post my cheque to?

    We have two postal addresses for cheques: a Visa credit card address and an address for all other accounts.
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  • How will Cheque Imaging protect me against fraud?

    Our fraud prevention controls have been updated and we will continue to contact you if we believe you have been the victim of cheque fraud.
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  • What is the quickest way to receive money from outside the UK?

    The fastest way to receive a payment from outside the UK is through an electronic transfer.
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  • How are your transfer rates of exchange applied?

    Our rates of exchange are set around 8:30am each day and apply to all transfers that are less than £20,000.
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  • Can I set up my international payment to come out on a future date?

    No, an international payment will be processed immediately.
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  • I have a few Direct Debits with the same company, how do I make sure I’m cancelling the right one?

    Every Direct Debit has its own unique reference number. This is provided to you by the company claiming the Direct Debit. If you’re ever unsure, contact the company directly for the right reference number.
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  • What is my direct debit reference number?

    Your reference is a code unique to your Direct Debit, provided by the company who are claiming the payment.
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  • How do I set up a direct debit to another company?

    The company will need to set up the direct debit for you.
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  • I’ve changed my Android device. How do I re-register my cards onto Google Pay™?

    If you’ve replaced or updated your device, you’ll need to add your card(s) to your new device’s wallet to get started.
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  • Can I use Google Pay™ abroad?

    You can use Google Pay abroad, just like you would with a standard credit or debit card.
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  • What is an IBAN and BIC and where can I find them?

    Information about an IBAN (International Bank Account Number) and BIC (Bank Identifier Code) and what you need when making an international payment/transfer.
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  • What is the bank address to use for setting up a direct debit?

    The address for setting up a direct debit is: The Co-operative Bank, PO Box 150, Delf House, Skelmersdale, WN8 6GG.
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  • How long does each standing order payment take to reach the recipient?

    The payment will reach the recipient on the due date you set.
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  • Can I change the details of my standing order?

    You can change your standing order details by logging into online banking and visiting Planned payments
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  • Can I cancel an existing standing order?

    If you want to stop the payment before it leaves your account, cancel it before 9pm on the working day before it leaves.
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  • Can I opt out of having contactless?

    If you have a debit card, you can request a card that comes without contactless technology.
    Learn more

  • Can I make a contactless transaction overseas?

    It depends upon the retailer. This technology is already available in many other countries and in some it is the expected way to pay for small value transactions.
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  • If I have a joint account, can we both use our cards for travel on public transport that accepts contactless payment?

    Yes, we will identify the cards separately to ensure that each card is charged the correct amount each day.
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  • What is the cheque clearing cycle?

    The cheque clearing cycle is a term used to describe the time it takes to process cheques.
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