How you’re shaping our digital services

We use customer feedback to make decisions about how we can improve our digital services for you.

Our latest digital highlights

Take a look at what we’ve been working on this year to improve digital banking, and what’s coming up.

New look and feel to our digital banking services

Both our mobile app and online banking services have a new and improved design. It’s now easier to:

  • Search your transactions to quickly find your incomings and outgoings on our mobile app
  • View your pending transactions, so you can keep track of all your spending
  • Connect your payment accounts through Open Banking, helping you save time and money
  • Get the help you need fast, using our handy help and support hubs.

You can check out our help guides to find out how to do things in the mobile app, online banking and open banking.

We want to hear from you

Your feedback is so valuable to us. If there’s something new you’d like to do in the app or online banking, or anything you think needs to be changed, we’d love to hear about it.

App feedback - tap ‘More’, and then tap 'Give us your feedback'.

Online banking feedback - you'll have the option to ‘Tell us what you think’ the next time you log out.

Improved fraud prevention and security

We’re always looking for ways to help customers spot fraud on their account, and help keep their money safe. Here are some features we introduced:

  • Fraud and security hubs – Report suspected fraudulent activity, and learn more about fraud, scams, and how to protect your account in our dedicated digital hubs. This includes adding an account takeover guide to educate customers on how to spot the signs of fraud and prevent it from happening. To get started, tap ‘More’ in the app, and select ‘Fraud and security’.
  • Help if you spot an unrecognised transaction – Simply tap ‘I have a problem with this transaction’ in the app or in online banking, and follow the steps so we can investigate it for you.
  • Fraud alerts – If you’re opted into notifications, you’ll now be alerted about potential fraud. For example, you’ll be notified if your account is registered to a new device, or if your phone number is changed. To opt in, tap ‘More’ in the app, ‘My settings and details’, and ‘Notifications’. Then follow the on-screen instructions.
  • ‘Last login date and time’ feature – We’ve also added a handy feature within online banking to help you spot any logins that weren’t you, and keep an eye out for suspicious activity.

Supporting you with your life goals

We’re here to help you take control of your finances, but in a way that suits you and your individual goals. Here are some features we added to help you get the most out of banking with us:

  • Sustainability hub – Our co-operative values and ethics are fundamental to who we are, and we’re committed to standing up for causes that our customers care about, including the planet. This is why we’ve introduced a new sustainability hub in the app, which is full of advice on making ethical choices. Tap ‘More’ in the app to find it.
  • Apply for savings accounts, in the app – Want to save for a holiday, home improvements, a rainy day, or something else? Whatever the reason, it’s now easier to apply for savings accounts with us, as you can do it directly in the app.
  • Apply for credit cards, in the app – Looking for a way to spread your costs? Now you can learn about what type of credit card might suit you, check your eligibility for one of our credit cards, and apply for one, all directly in the app.
  • Manage your overdraft directly in the app too – You can now reduce or apply to increase your existing overdraft, or apply for one if you haven’t already got one, all within the app.

Open banking 

Open banking lets you use your accounts in new ways, and can help save you time and money. We've improved our open banking services, so you can now:

  • Share information and make payments – It's now simpler to sign up for account information services, card-based payment instruments and payment initiation services for Co-operative Bank and smile payment accounts.
  • Connect without providing your login details– You no longer need to give service providers your login details to be able to use open banking with our accounts. 
  • See and manage your connections – You can now find your existing and past permissions in 'Open Banking connections' in the mobile app and online banking.

What we’re working on for you

Here are some of the exciting things we’re working on to make your digital banking experience even better.

  • Account dashboard redesign – We're giving our dashboard a makeover so you can complete a wider range of actions directly from your account screen. We’ve also improved the navigation of our help pages to make sure you can find answers to your questions easily.
  • Having control of your card in the app – We want you to be able to make changes on-the-go, especially if your cards get lost or stolen, or if you need something during unsociable hours. We’re working on giving you the option in the app to freeze and unfreeze your card, block certain types of transactions, and view and manage your PIN.
  • More security measures and fraud prevention tactics – We’re making technical security enhancements, and adding new resources to our fraud and security hub to help you keep up-to-date with the latest developments in fraud.
  • Apply for new accounts and products in online banking – You’ll soon be able to apply for new accounts and products in online banking. We’re working to help you do everything you want to do, however you prefer to do your banking.

Want to give digital a go? Register today

With all our exciting new features designed to make your banking experience easier, there’s never been a better time to go digital.

Registering for our digital services is quick, easy, and secure.

Find out how to register

Over 2 million customers and counting - here’s what they have to say

"I've been banking with the Co-op for over 10yrs now. The staff have always been very helpful, and the app is great. It's also the only bank where you don't have to worry where your money is being invested."

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