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Make a complaint

Not happy with our service? Here’s how you let us know.


What you'll find here


Summary

Sometimes, things can go wrong. And we're sorry about it when it does. That's why your feedback is valuable to us. It gives us a chance to right those wrongs and improve how we do things.

Our promise to you

We’ll always do our best to:

  • Treat your complaint fairly and promptly.
  • Try to resolve complaints when you first contact us.
  • Keep you informed of our progress.

How to make a complaint

The first step is for you to contact us about your complaint. You can do this by contacting us in one of the following ways:

Send us a secure message

Getting in touch with us through secure messaging is quick and easy. All you need to do is log in to your online banking account and select Messages.

To help us resolve your complaint we’ll need the following information:

  • Details of what your complaint is.
  • A daytime telephone number.

Email us

Contact us by email at complaints@co-operativebank.co.uk. If you do email us please provide your name and day time contact number where we can contact you between the hours of 9am - 5pm Monday to Friday.

For security reasons, please do not include any account details in your email.

Call us

You can call us on:

+44(0)3457 212 212

Call charges

Write to us

Write to us at:

smile customer response

Ground Floor,

Miller Street,

Manchester,

M60 0AL

What happens next?

We’ll always try to resolve your complaint straight away. Where this isn’t possible, we will keep you informed of our progress until your complaint has been resolved.

Please let us know if you’d prefer your response in an alternative format - like print, audio, or Braille.

Not satisfied with our response?

If you’re unhappy with our response - or if you haven’t heard from us in 8 weeks or more - you can take the matter further to the Financial Ombudsman Service. If you purchased your product online you also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform.

The platform has been set up by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. Visit the Online Dispute Resolution website to learn more.

Visit the Financial Ombudsman Service website for more information.

You can also contact them via email at complaint.info@financial-ombudsman.org.uk or call them on 0800 0 234 567 ( See call charges ).

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

Complaints reporting

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. This information is summarised on The Co‑operative Bank website.