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Help & info

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

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  • Call Charges

    Call charges for Co-operative Bank and smile telephone numbers.
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  • What identification documents can I provide to open my account?

    We'll do our best to check your identity using credit reference agencies, but we might ask you to send some documents before we can open your account.
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  • Are you able to provide me with statements, important information or letters in any language?

    All of our communications with you will be in English.
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  • What is Payment Protection Insurance (PPI)?

    PPI is an insurance policy designed to protect your credit card, loan, overdraft or mortgage repayments, if you were unable to pay for specific reasons.
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  • Can I save the online PPI complaint form so that I can return to it at a later point?

    No, you’ll need to complete the form in one go.
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  • What information will I need before I begin my PPI complaint online?

    You’ll need your current address and your address at the time of the PPI policy, a phone number, your employment status, details of any health conditions at the time of the PPI policy and as much information as possible about your PPI policy including dates.
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  • How do I get a subject access request?

    You can do this via live chat, secure message or over the phone if your account is open, or by writing to us if your account is closed.
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  • EU Referendum - What does the result mean for customers?

    The referendum result will not impact directly on the way we operate or on the service we offer our customers.
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  • How can I request information in alternative formats?

    Please visit our Accessibility page.
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  • How do I contact you?

    You can contact us using Web Chat, by sending a secure message or over the phone. You can also visit one of our branches.
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  • Changes to telephony services

    You can still manage your account(s) over the phone between the hours of 8am - 8pm, 7 days a week.
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  • How do I change my name on my account?

    To change your name, you'll need to send us some documents and examples of your old and new signatures.
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  • How do I make a complaint about The Co-operative Bank?

    Our Complaints page details the different ways you can make a complaint about The Co-operative Bank.
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  • How can I trace information on a lost or dormant account?

    You can download a British Bankers' Association form to reclaim the funds or search for it using the My Lost Account website.
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  • How do I contact you from abroad to report my card as lost or stolen?

    If you are abroad and your card has been lost or stolen, please call us on +44 345 600 6000.
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  • Can I contact you by email?

    We don't currently offer email as a form of communication but you can contact us using Live Chat, by sending a secure message or over the phone.
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  • What Proof of Identity or Proof of Address documents can I provide?

    Documents you can use for Proof of Identity:
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  • How do I know if I had Payment Protection Insurance (PPI)?

    You should have been told about the PPI at the point of sale and this can be shown on your credit agreement.
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  • How do I contact you from abroad?

    You can contact us from abroad using Live Chat, by sending a secure message or over the phone.
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  • Can I request Payment Transaction History on a closed account?

    This will depend on when your account was closed. Please note there may be a charge for this service.
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