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:

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/

What is the interest rate being charged on our products?

Smilemore has an automatic £260 interest free overdraft amount. You will be charged debit interest at an annual interest rate of 35.9% when you enter an arranged or unarranged overdraft above your interest free amount.

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the 3 months between 1 October 2020 and 31 December 2020

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 quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account:

• the same day, for 0% of customers
• on average, in 6 days; and
• within 24 days for 99% of customers

These figures are based on the time taken from when a customer has applied for an account, to when they receive their new account details; allowing them to make a deposit.

These figures also include the time where we are waiting for some customers to return the information and documents we ask for. It does not include applications where we need additional information or documents from the customer to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

• the same day, for 0% of customers
• on average, in 4 days; and
• within 7 days for 99% of customers

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

• the same day, for 100% of customers
• on average, in 0 days; and
• within 0 days for 99% of customers

You can register for internet banking once your account is open.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

• the same day, for 100% of customers
• on average, in 0 days; and
• within 0 days for 99% of customers

If you apply for an account and we agree to open it, the overdraft will be available as soon as your account is open.

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

• the same day, for 0% of customers
• on average, in 4 days; and
• within 7 days for 99% of customers

How to open a current account

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