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The first table displays how you can speak to us about the services we offer. The second table displays how you can make use of our services.

The Financial Conduct Authority requires us to publish the following information about our personal current accounts:

How and when you can contact us to ask about the following things:
24 hour help? Telephone Internet banking Mobile banking
Contact details Not applicable +44(0)3457 212 212 smile.co.uk smile Mobile Banking App
Checking the balance and accessing a transaction history No Not Possible* 7am to 10pm 7 days Not Possible*
Sending money within the UK, including setting up a standing order No 8am to 8pm
7 days		 7am to 10pm 7 days Not Possible*
Sending money outside the UK No 8am to 8pm
7 days		 7am to 10pm 7 days Not Possible*
Paying in a cheque No Not possible* 7am to 10pm 7 days Not Possible*
Cancelling a cheque No Not Possible* 7am to 10pm 7 days Not Possible*
Cash withdrawal in a foreign currency outside the UK No Not Possible* 7am to 10pm 7 days Not Possible*
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No Not Possible* 7am to 10pm 7 days Not Possible*
A direct debit, or allowing someone to collect one of more payments from your account using your debit card number No Not Possible* 7am to 10pm 7 days Not Possible*
Third party access to an account, for example under a power of attorney No Not Possible* 7am to 10pm 7 days Not Possible*
Problems using internet banking or mobile banking No 8am to 8pm
7 days 		7am to 10pm 7 days Not Possible*
Reporting a suspected fraudulent incident or transaction Yes 24 hours 7am to 10pm 7 days Not Possible
Progress following an account suspension or card cancellation, e.g. following a fraud incident No 8am to 8pm
7 days		 7am to 10pm 7 days Not Possible*
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available No Not Possible* 7am to 10pm 7 days Not Possible*
Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or queries you can raise in one of our branches.

* For assistance in any of these matters, please contact us via Live Chat between 7am and 10pm, 7 days a week.

How and when you can use your bank account to do the following things:
Telephone banking Internet banking Mobile banking
Checking the balance 24 hours 24 hours 24 hours
Accessing a transaction history Not Possible* 24 hours 24 hours
Sending money within the UK Not Possible* 24 hours 24 hours
Setting up a standing order Not Possible* 24 hours Not Possible*
Sending money outside the UK Not Possible* 24 hours Not Possible*
Paying in a cheque Not Possible Not Possible Not Possible
Cancelling a cheque Not Possible* 24 hours Not Possible*
Note: This is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

* For assistance in any of these matters, please contact us via Live Chat between 7am and 10pm, 7 days a week.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
In the 3 months between
1 July 2018 and 30 September 2018		 In the 6 months between
1 April 2018 and 30 September 2018
Total number of incidents reported 2 4
Incidents affecting telephone banking 2 2
Incidents affecting mobile banking 1 1
Incidents affecting internet banking 2 3
Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Complaints Data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available at The Co-operative Bank website

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk/

Opening a current account with us

Go to our current account page to find out how you can open an account and what information and documents you need to give us to open an account.

How to open a current account

To open our current account, a new customer will need to provide us with a list of documents and information. We may request additional information or documents in individual cases.

You can open an account:
Without visiting a branch Yes
Where a visit to a branch is required, without an appointment No***
By sending us documents and information electronically No
By post No

*** It isn't possible to apply for a smile current account in branch.

The requirement to publish how we support our personal current account customers can be found on our supporting the needs of all of our customers page.

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Speak to us on Live Chat

If you’re looking to discuss a query about your account with us, you’ll need to log in to online banking to initiate a Live Chat.

Open 7am - 10pm every day

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