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A message from our CEO to our customers

23 March 2020

I recognise that you may have concerns during these unprecedented times and I want to reassure you that The Co-operative Bank is here to help you. We put our customers at the heart of everything we do, and we are committed to providing you with the support you need to manage your money during this time.

I am pleased that the Government and the Bank of England have put in place a series of measures to support the economy through this extraordinary period. This decisive action enables us to support you through financial difficulties you may experience in the weeks and months ahead. Working co-operatively will be key to tackling the coronavirus outbreak and we are here to support you. In addition, in these challenging times, UK banks and building societies have agreed to coordinate with each other to provide critical services to firms, clients and customers across the UK and we have committed to being part of this collaborative approach.

Our focus will be to ensure we provide the support you need in relation to your banking requirements, whether that is in terms of your current account, credit card, mortgage, or savings account. We have a range of options in place and if you have any concerns please talk to us, so we can offer the right support based on your personal circumstances. We will continue to ensure that we offer our most vulnerable customers access to their finances in the safest way possible. For more information and details of how to get in touch click here.

Using our banking services

Our contact centre and branch network are here to support you. As you can imagine, we are currently answering a high volume of enquiries. You may find it useful to register for online banking or download our mobile banking app. This means you can easily carry out most of your banking needs, such as checking your balance and making payments. You can find out more about online banking here. Find out more about the different ways you can access your money here.

Be alert for scams

We also know that fraudsters may seek to take advantage of this opportunity, so please be aware of potential scams that could occur as a result of this situation. Be vigilant to phone calls out of the blue. The Co-operative Bank will never contact you for your security information or verification codes and we will never ask you to move your money to another account to keep it safe. Take extra care when being asked to donate online or if someone knocks on your door at home requesting personal information. Avoid clicking on attachments or links within emails or texts if you do not recognise the sender.

Find out more about how to protect yourself from fraud

Staying healthy

We know this is a time of uncertainty, but we are going to continue to do the best that we can for our customers. We will continue to monitor the Coronavirus situation and will contact you should we have any important updates to share. Please continue to visit our website and follow us on Facebook or Twitter for the latest information.

We would encourage all our customers to follow the national guidelines on staying healthy, and protecting the health of others in our communities at this time. Visit the Government website for further information.

Stay safe and look after each other, and please remember we are here to help.

Andrew Bester, Chief Executive

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