Feedback and complaints

Make a complaint

We know that sometimes things go wrong. Letting us know when you’re not happy with our products or service gives us an opportunity to put it right as quickly as possible. It also helps us to improve our service for all of our customers.

We promise to:

• treat your complaint fairly and promptly
• try to resolve your complaint straight away
• contact you by phone if possible, and write to you once our investigations are complete if we've not been able to resolve your query when you first contact us
• keep you informed of our progress.

If you need your response to be sent in an alternative format such as large print, audio or Braille please 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

How to make a complaint

The first step is for us to understand your complaint. How you can contact us:

In person

Speak to somebody at your nearest branch

Over the phone

Speak to our customer service team

In writing

You can send a letter through the post to us at the address below. Please ensure you provide name, address, day time contact number and account details together with the full details of your complaint - provide as much information as possible so that we can fully address your concerns.

Customer Response
The Co-operative Bank p.l.c.
5th Floor, Balloon Street
Manchester, M60 4EP

Online

Log in to your online banking and send a secure message

Email

You can contact us via email at complaints@co-operativebank.co.uk

If you do email us, please complete our customer complaints form (PDF). To help us resolve your complaint, please provide as much information as you can. We will attempt to contact you between the hours of 8am - 8pm Monday to Friday, 9am - 1pm Saturday. For security reasons, please do not include any account details in your email.

What happens next

We'll do everything we can to resolve a complaint straight away. Where this isn't possible, we'll keep you informed of our progress until your complaint has been resolved.