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talk to us

smile's award winning customer service team is available via email or telephone 24/7. Here's how you can get in touch:

PC imagesecure message - This includes letting us know you plan to use your credit or debit card abroad, send a secure message including the cards you will be using and where and when you are going - log in to internet banking to find out more.

phone - If you'd prefer, you can call us too. Here are the numbers you'll need to reach us:

  • General enquiries - 08448 44 88 44^ or 08457 212 212^ (lines are open 24/7)
  • Lost or stolen cards / Suspect card fraud - 08448 758 755^ or 0845 600 6000^
  • Calling from abroad - +44 8448 44 88 44^ or +44 8457 212 212^ (Please dial carefully)
  • Minicom/ Textphone - 0845 608 0019^

Note: Call charges will depend on your phone provider, please consider this when deciding whether to call 0845 or 0844.

mail imagemail - Write to us at: PO Box 600, Delf House, Skelmersdale, Lancashire WN8 6GF.
If you are asked to complete a bank/branch address for any standing order or Direct Debit mandates, please also use this address.

If you want to pay in a cheque, you can send it to us or pay it in via any UK Post Office or branches of The Co‑operative Bank. Post it to us with a completed paying in slip or to our freepost address: smile, FREEPOST NEA 14877, Northampton, NN4 7BR.

FAQs and contact information for paying-in foreign cheques

 

funds supermarket

If you're a smile invest customer, with funds invested in our funds supermarket, and you have any questions or problems with your account or online service you can call Fidelity's service line on 08457 44 66 00^. They're open from 9am - 6pm and they'll be happy to help. Alternatively you can drop them an e-mail at brokerline@uk.fid-intl.com

If you're not yet a smile invest customer and want to speak to Fidelity directly then you can call their Investor line on 0800 41 41 61^, again this is open between 9am and 6pm.

making a complaint

We know that sometimes things go wrong and here at smile we really value your feedback. Letting us know when you are not happy with our products or service, provides us with the opportunity to put it right and helps us to improve our service for all our customers.

our promise is to:

  • treat your complaint fairly and promptly
  • try to resolve complaints when you first contact us
  • if we cannot resolve your complaint when you first contact us, send you a response in writing
  • keep you informed of our progress

how to make a complaint

The first step is for us to understand your complaint.

You can call us on 08457 212 212^ or write to:

smile customer relations
Ground Floor,
Miller Street,
Manchester,
M60 0AL

sending e-mails to smile

We’re happy to receive your feedback and general comments by e-mail and we will endeavour to reply to them, however we cannot respond to any account specific enquiries.  Security at smile is very important so please don’t include any personal/account information or attachments when sending an e-mail to us.

If you wish to make a complaint please use our online secure messaging service by logging in to your personal internet banking account.  To help us resolve your complaint we’ll need the following information:

  • details of what you are concerned about
  • your name and address
  • account number and sort code
  • a daytime telephone number

Please let us know if you need your response to be sent in an alternative format such as large print, audio or Braille.

what happens next?

We will always do everything we possibly can to sort out the problem. If we cannot resolve your complaint immediately, we’ll send you a written acknowledgement within five working days and aim to provide you with a response within four weeks. We’ll keep you informed of our progress if this isn’t possible.

not satisfied with our response?

Should you still remain unhappy with our final response, or if eight weeks have passed since you first raised the matter with us, you have the option to refer the matter to the Financial Ombudsman Service.

complaints reporting

All complaints that we cannot resolve by the end of the next working day are reported to the Financial Conduct Authority. Every six months we publish a summary of this information on the The Co-operative Bank website.

about the Financial Ombudsman Service

smile is covered by the Financial Ombudsman Service who resolve individual complaints against financial services institutions in the UK.

If you contact the Financial Ombudsman Service before you have received your final response, or before eight weeks has passed since you initially raised your concerns with us, they will refer you back to Smile to resolve your complaint. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

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 contact details for the Financial Ombudsman Service are:

The Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester, M60 4EP.  Registered in England and Wales No. 990937. smile is a trading name of The  Co-operative Bank  which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No.121885) and holds an Interim Permission in respect of consumer credit activities and subscribes to the Lending Code and the Financial Ombudsman Service.