Quality Information | Personal Current Accounts

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 October 2018 and 31 December 2018	In the 9 months between 1 April 2018 and 31 December 2018
Total number of incidents reported	2	6
Incidents affecting telephone banking	2	4
Incidents affecting mobile banking	2	3
Incidents affecting internet banking	1	4
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 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 29 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 5 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 0% of customers
on average, in 5 days; and
within 8 days for 99% of customers

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

These figures are based on the time taken between 1 April 2019 and 30 June 2019 from when customers registered to when they received a card reader in the post; allowing them to make payments.

From 21 August 2019, customers no longer need card readers to use internet banking. Instead, they now verify themselves using their internet banking password, 6-digit security code and a verification code we send to them by text message or email.

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 5 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.

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.

Find out more about the ways we can support our personal current account customers on our supporting the needs of all of our customers page.

How and when you can contact us to ask about the following things:

How and when you can use your bank account to do the following things:

Information about operational and security incidents