Important information
What is our registered address?
Who regulates us?
Standards of Lending Practice
MoneyHelper
Provide feedback or make a complaint
How do you protect my information?
What law is applicable to my contract with you?
Bribery and corruption
Our disclaimer
Email security
Credit reference agencies
Who regulates us?
The Co-operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No. 121885). Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status and our lending policy. The Co-operative Bank p.l.c. reserves the right to decline any application for an account or credit facility. The Co-operative Bank p.l.c. subscribes to the Standards of Lending Practice which are monitored by the Lending Standards Board.
Standards of Lending Practice
Standards of Lending Practice is a voluntary code that sets standards for good lending practice that all of its members have to meet. That way you can be sure we're doing things in your best interests.
The documents below contain further information on our lending commitments and what we ask of you:
Personal customer information:
Our Lending Commitments and what we ask of you (PDF)
Business customer information:
Our Commitments to our business customers and what we ask of you (PDF)
Further information is available on our Standards of Lending Practice page or on the Lending Standards Board website.
MoneyHelper
MoneyHelper has impartial information and tools to help you when budgeting, borrowing money, taking out a mortgage or opening a savings account.
For more information please visit the MoneyHelper website.
How do I provide feedback or make a complaint?
Your opinion is very important to us. What you say helps to shape our products and services to build a better banking experience that you are proud to be a part of.
If we get something wrong you can make a complaint. Be assured that we treat all complaints seriously and promise to deal with them fairly and promptly. We try to resolve complaints straight away.
How do you protect my information?
The privacy of Co-operative Bank customers is very important to us, and how we deal with personal information is outlined in our terms and conditions. We hope the way in which we gather and use your personal information addresses and respects any concerns you may have:
We will only use the personal information we gather:
- In the normal course of our business to provide the products and services you have requested
- To identify you when you contact us
- To determine if we can offer you a better service or more relevant products
- To send you e-mail updates of service changes which are important to you or which we feel may be of interest to you
- For credit assessment, to review the conduct of and to administer/operate your accounts
- For statistical analysis, including automated techniques (e.g. behaviour and credit scoring) and to monitor and analyse our business.
We will disclose your personal information only to:
- Our agents and sub-contractors to administer and operate your account or to conduct our business
- The insurer of any payment or card protection cover which you take out in connection with your account
- Our licensed credit reference agency who may keep a record of any search we make and your personal information may be shared with and used by other lenders in assessing applications from you or members of your household
- Any person to whom we transfer our rights or obligations under this agreement
- For debt tracing or fraud prevention
- To help desk advisers, minicom/typetalk operators or their equivalent
- If required or compelled to do so by law.
Our disclaimer
We have taken the greatest of care to ensure the accuracy of the contents of this website, but cannot accept responsibility (to the extent permitted by law) for any inaccuracies, omissions, or errors whether in respect of the information provided on our website or on any to which our website may be linked. We are a United Kingdom bank and its products are only available in the United Kingdom (including the Channel Islands and the Isle of Man) to United Kingdom residents.
The information on this website may only be used by UK residents and expatriates for their own purposes. Permission must be obtained from us for any other use.
Credit reference agencies
When you apply to open an account with us, we have to decide if you appear to be an acceptable credit risk. To do that, we use a variety of information:
- The details you have given us
- How you have operated your accounts in the past
- Information from one or more credit reference agencies.
The application is only approved if all the information we receive is acceptable. We use a method called credit scoring to assess applications to open an account or borrow money, although our decision is not necessarily based on credit score alone. We also use credit reference agencies to help us to make the decision.
For full details of how your information may be used for credit reference and fraud prevention purposes by The Co-operative Bank and the credit reference agencies, please read our guide on the use of your personal data (PDF).
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