What should I do if the cash machine doesn’t give me money, even though I have available funds?
We kindly ask that you contact your bank - preferably the next working day - to see if the funds have been debited from your account.
If the funds have debited and you didn’t receive the money, your bank can submit an ATM claim on your behalf.
For Co-operative Bank customers, we're able to raise a claim after two working days of you notifying us. The reason we wait two working days is because some ATM transactions can take an extra day to appear on your accounts - so your balance might correct itself within that time.
Once your claim has been raised, your bank will credit your account within one working day, whilst investigations are completed with the ATM provider.
If your claim is declined following investigation by the ATM provider, the money will be debited from your account. If this happens, we'll write to you and give you 7 days' notice. This process could take up to 15 working days, depending on how long it takes to complete the investigation.
