Feedback and complaints

Make a complaint
PPI complaints
If you're not satisfied with our response
Complaints reporting

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
Keep you informed of our progress
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.

Working together

An advisor will try to resolve your complaint with you straightaway. If this is possible, we'll send you a summary resolution letter within 3 working days, to confirm that your complaint has been resolved
If we need a bit more time we'll make sure we keep you up to date with what's happening.

Reaching a resolution

After we've fully investigated your complaint, we’ll send you our final response by email or post detailing our findings and our decision
We'll also give you information about the Financial Ombudsman Service including how to contact them if you're unhappy with our decision
If you’re not happy with the outcome of our investigation, or 8 weeks have passed since you complained, you can ask the Financial Ombudsman Service to look into what's happened.

Payment Services related complaint

We’ll do everything we can to resolve things quickly. You'll hear from us within 15 calendar days with either an outcome for your complaint or an update on what’s happening and when we’ll be able to respond to you. If we’re unable to resolve your complaint by this date, you will have the right to refer your complaint to the Financial Ombudsman Service.

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 for current accounts, savings accounts and smile. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

03457 213 213 for business current accounts and savings accounts. Lines are open 8am to 6pm Monday to Friday, 9am to 12 noon Saturday. Call charges

0345 600 6000 for credit cards. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

08000 288 288 for mortgages. Lines are open 8am to 5pm Monday to Friday. 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.

PO Box 4931

Interface Business Park

Swindon

SN4 4PL

Online

Email

Download our complaints form and email it to complaints@co-operativebank.co.uk

If you need to speak to us urgently, please call us.

In your email, please include a phone number we can call you on.

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.

If you’re not satisfied with our response

If you’re not happy with how we’ve responded, you may have the option to refer your complaint to the Financial Ombudsman Service.

You can contact them:

On 0800 0 234 567
Or 0300 123 9 123
At complaint.info@financial-ombudsman.org.uk
Or at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

For more information about the Financial Ombudsman Service, please visit www.financial-ombudsman.org.uk/publications/ordering-leaflet/leaflet

We can also provide you with a hard copy of the Financial Ombudsman Service leaflet on request.

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

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

For more information about the Financial Ombudsman Service visit: www.financial-ombudsman.org.uk.