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Changes to smile telephony services

How can I use smile banking without the telephone service?

If you have questions about your account, or need to speak to someone, you can:

When can I call you to manage my account(s)?

You can still call us 24/7 if:

  • Your card is lost or stolen on +44 (0)345 600 6000 (call charges).
  • You suspect fraud on your account on +44 (0)3457 212 212. (call charges).
  • You don’t recognise a payment, or you think there’s been a payment error on your account, on +44(0)3457 212 212. (call charges).
  • You want to check your balance or make a payment between your smile and Co-operative Bank accounts, using our automated telephone service, on +44 (0)3457 212 212 (call charges).

You can also call us between 6am - 10pm (7 days a week) if:

  • You’ve forgotten or want to change your login/contact details and don’t have a card reader.
  • You think someone knows your secure personal information (SPI) and/or you need to change them.
  • You wish to make a complaint.
  • You have specific accessibility requirements with regards to online and mobile banking.
  • You are experiencing financial difficulties.
  • You want to close or cancel your account.
  • You’re making a large payment that you can’t carry out online or our mobile banking app.
  • We’ve not made a payment you requested from your account.
  • You wish to discuss increasing or decreasing your overdraft limit.
  • You can’t select the right country to make an international payment online.
  • You need to set up a new payment and you don’t have a card reader.
  • You can't withdraw money from a cash machine, even though you have available funds.
  • You require documentation, like terms and conditions, in another format.
  • You have a power of attorney (POA) and/or hold a third party mandate relating to a customer ac-count.
  • You need to speak to our Bereavement Support Team. 

Why are you changing smile’s telephone service?

Changes to smile’s telephone banking service will take effect on 20 February 2017.

We have updated our digital services to help you do more things online - without the need to pick up the phone. This includes:

  • Updating our mobile app so you can make one-off payments without a card reader
  • Setting up Web Chat and secure messages to provide one-on-one support
  • Creating FAQs to help you get the information you need online, quickly
  • Developing an application help hub so you can apply for products online

We know there are times when you may still need to call us. Please contact us 24/7 if:

  • Your card is lost or stolen on +44 (0)345 600 6000 (call charges).
  • You suspect fraud on your account on +44 (0)3457 212 212. (call charges).
  • You don’t recognise a payment, or you think there’s been a payment error on your account, on +44(0)3457 212 212. (call charges).

What happens if my card is lost or stolen, now you’ve reduced smile’s telephone banking service?

Please contact us as soon as possible on +44(0)345 600 6000 (call charges). Lines are open 24/7.

What happens if I suspect fraud on my account, now you’ve reduced smile’s telephone banking service?

Please contact us as soon as possible on +(44)3457 212 212 (call charges). Lines are open 24/7.

I have accessibility requirements. What happens if I need to use smile’s telephone service?

If you have a specific accessibility requirements that means you’re dependent on telephone banking, please contact us on +(44)3457 212 212 (call charges)  to see how we can help.

Can I still check my balance over the telephone?

Yes, you can.

Our automated telephone service is available 24/7 on 03457 212 212 (call charges).

But if you’d like an alternative to calling, you can register for mobile banking.

How do I make a complaint?

Your feedback is important to us. And if you’re unhappy with our service, or there’s something we can do to improve it, you have the following options:

Write a letter to us at:

smile Customer Response
Ground Floor,
Miller Street,
Manchester,
M60 0AL

How can I close my account?

We hope you don’t have to. But if you need to close your account, please call us 03457 212 212 6am - 10pm, 7 days a week. (call charges).

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