Not happy with our service? Here’s how you let us know.
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.
We’ll always do our best to:
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:
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:
Contact us by email at firstname.lastname@example.org. If you do email us please provide your name and day time contact number where we can contact you between the hours of 8am - 8pm Monday to Friday, 9am -1pm Saturday.
For security reasons, please do not include any account details in your email.
You can call us between 6am – 10pm (7 days a week) on:+44(0)3457 212 212
Write to us at:
smile customer response
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.
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.
If your complaint relates to PPI, please visit our PPI complaints page.
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.
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.