Coronavirus support for customers
27 March 2020
If you’re worried about your finances during this challenging time, we’re here to support you.
Changes to our contact centres ↓
Get financial support ↓
Existing Co-operative Bank loans customers ↓
Existing Co-operative Bank Credit Card Customers ↓
Visiting our branches ↓
Use online and mobile banking ↓
Travel disruption ↓
Deal with fraud ↓
How we're continuing business↓
Changes to our contact centres
Due to the impacts of coronavirus on our colleagues, we have taken the decision to reduce our contact centre and live chat opening hours to 8am – 6pm Monday to Friday, and 9am – 5pm Saturday and Sunday.
Please be aware, we are currently dealing with unprecedented levels of calls and chats. Help us to protect our services and support our most vulnerable customers by only contacting us if it is urgent.
You can continue to manage your money from home using online banking or our mobile app. Getting started with online banking is easy and you can find more information below.
We understand that this might be a challenging time for you financially. We are here to help. We have a range of measures in place to support you and your individual circumstances.
Current account customers
We are working quickly to ensure we can offer the right support, including mortgage payment holidays, to those impacted by the coronavirus outbreak. Find out more about these options.
Existing Co-operative Bank loans customers
There is support available for customers with existing Co-operative Bank loans who may be struggling with their loan repayments. If you're having trouble paying your loan, you should contact us straight away. We can help you find the best course of action.
To find out more on the support available, please visit trouble repaying your loan.
Existing Co-operative Bank Credit Card Customers
We have a number of support options available to help our credit card customers. Based on the customer’s individual circumstances, we can offer limit increases, breathing space and also review the interest rates on their account. Customers should contact us and we can discuss with them what support we can offer that best meets their needs and individual circumstances.
For help and guidance if you are an existing credit card customer, please visit our dedicated page.
Support if you're self-employed
The Government have announced a package of measures to support those people who are self-employed. You can find out more about what this means for you here:
Visiting our branches
Our branches will stay open wherever possible during this challenging time. However, opening hours may vary. If there are any changes to our branch opening hours, they will be updated on our branch locator page.
We have robust measures in place to ensure the continued safety and wellbeing of branch colleagues, including social distancing using security screens, enhanced cleaning standards and telephone appointments. In order to further protect our colleagues, customers and communities, we would ask that you only visit a branch if absolutely necessary. Please adhere to Government advice and stay at home where possible.
Remember, our mobile app and online banking are available for your daily banking needs, helping you to continue managing your money from home.
Online and mobile banking
You can manage your money online and through our mobile banking app, without having to leave your home. To get started with mobile banking, you'll need to register for online banking first. You can do this quickly and easily from our app.
To register for online banking, you can use either your bank account number and sort code or your 16-digit credit card number. For verification, you'll also need your mobile phone number or an email address.
Staying safe online
We work hard to make sure online and mobile banking are as safe and secure as possible. Find out how we keep your money safe and what you can do to protect yourself online.
Get the most up-to-date information and advice on foreign travel from the government.
Speak to your travel provider
Please contact your travel provider directly for advice on refunds or how to make changes to your plans.
Everyday Extra, Privilege, Privilege Premier, Smilemore or Credit Card Plus customers
You may be able to make a claim as part of your travel insurance policy.
Please call us on 0344 249 9981. Lines are open 8am – 6pm Monday to Friday, and 9am – 5pm Saturday and Sunday.
If you booked a trip after 14 March 2020, your travel insurance policy will not cover any cancellation claim in relation to coronavirus.
If you don't have any travel insurance
If your travel provider can't help and you don’t have travel insurance, we may be able to help if you paid for your trip using your Co-operative Bank or Smile debit/credit card.
Flybe's cease in trading
Keeping your money safe is one of our top priorities. Some fraudsters are using the coronavirus outbreak to scam people out of money and personal information.
We'll continue to raise awareness of common fraud scams and are committed to working with the wider industry on initiatives such as Take Five.
How we're continuing business during the coronavirus outbreak
In light of the government’s recent announcement, we have understandably received questions on how we’re continuing to support our customers, and protect our colleagues. Many of our colleagues are described as ‘key workers’. This means they have an essential role in keeping the bank running, ensuring our customers have access to their money at this critical time.
We have robust plans in place and the continuity of our services is vital. We want to make sure we continue to serve our customers at a time when they need us most. The health, safety and wellbeing of our colleagues, and our community is our foremost priority.
We are abiding by social distancing guidelines, both in branches and offices. Where colleagues can work from home, we are encouraging them to do so.
For colleagues who are in based in one of our locations, and looking after our customers directly, we have put in place measures to protect their health and wellbeing.
Changes we may make as a bank
We will continue to monitor the impact coronavirus may have on the wider financial markets and we will update customers if any changes are needed as things progress.