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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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  • 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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  • 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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  • 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 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 can I request information in alternative formats?

    Please visit our Accessibility page.
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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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  • 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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  • How do I report my tax residence status?

    You’ll need to complete a form and post it back to us within 14 days of receiving your letter.
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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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  • I have previously submitted a complaint about my PPI policy. Can I resubmit it for you to investigate under the new Plevin rules?

    In certain circumstances, you can.
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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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  • 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 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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  • 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 do I make a claim under Section 75 of The Consumer Credit Act 1974?

    If you buy something with your credit card, the credit card issuer and seller may both be liable if a contract between you and the seller is broken. If you can demonstrate that the seller has misled you, or not been legally compliant, we may be able to help you claim.
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