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 . Lines are open 8am - 6pm Monday to Friday, 9am - 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.
2nd 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.

PPI Complaints

If your complaint relates to PPI, please visit our Payment Protection Insurance (PPI) page.

Financial Ombudsman Service

If you're not happy with our response, you have the option to refer the matter to the Financial Ombudsman Service.

This is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK.

Visit the Financial Ombudsman Service website

If you purchased your product online you also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform set up by the European Commission. This is an online tool for consumers to resolve disputes about goods and services purchased online.

Visit the online disputes resolution platform

Please be aware that our Guernsey based products such as our offshore accounts may not fall within the jurisdiction of the Financial Ombudsman Service.

Complaints reporting

Every 6 months we send information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers.

View our complaints data

Not found what you're looking for?

Contact our support team