Supporting the Needs of All Our Current Account Customers

Supporting the needs of all our customers

If you have a current account with us, this table shows the key ways of supporting you when you need us.

How we can help you if you are experiencing money worries
Dealing with the unexpected	Our Financial Support team can help and support you with any money worries	More information on how to get financial support
	We’ll work with you to assess your financial situation and, where needed, look at suitable repayment options for you
	Our ‘Financial support when you need it’ leaflet can offer you further information, including help on how to understand your income and outgoings
Additional help and support	If you need additional help and support, we can provide details of where you can obtain free impartial debt advice	More information on how to get financial support
	We can arrange for Citizens Advice to contact you at a time that is convenient and offer support on a range of issues

How we can help you deal with a major life event
Contacting us	Start a Live Chat Send us a secure message Call us or visit us in branch	Contact us
Specialist support	If you’ve been a victim of fraud or want more information on how to protect yourself against fraud, we have help on our website as well as a specialist team you can contact	Information about security and fraud
	Our Financial Support team are here to help and support you if you are dealing with money issues	More information on how to get financial support
Bereavement	Key information on what to do when someone passes away and an interactive guide to tell you how and what you’ll need to do and provide to us is available on The Co-operative Bank’s website	What to do when someone dies
Other life events	If you or anyone you know is experiencing domestic abuse, we have a financial guide produced in partnership with Refuge	Read our 'Financial guide for victims of domestic violence'
	If you need someone to help manage your account, there are options available dependent on your situation, including Power of Attorney. You can also authorise someone to help you manage your account(s) with a third party mandate	More information about Power of Attorney
	If events in your life are causing money worries, such as a bereavement, divorce or illness, contact us and we can offer support from our specialist team	More information on how to get financial support

How we can help you manage your day-to-day money better
Helping you understand your money	You can use our online budget planner to help you work out how much you spend each month	Use our budget planner
	Online and mobile banking can help you keep up to date with your account so you can understand what’s going in and out	You can also find other ways to bank with us
	Our FAQs contain answers to common queries you may have	Read our FAQs
Helping you develop your financial skills	Book an appointment at a Co-operative Bank branch to discuss your overall financial needs and how we can help you keep on top of your day-to-day banking	Find a Co-operative Bank branch

Support you may find useful if you have a disability or a physical or mental health condition
Accessing cash	You can withdraw money at one of our branches You can use any LINK ATM cash machine to withdraw money from your account by using your debit card. You can contact us if you would like to increase your daily withdrawal limit You can withdraw at your local Post Office	What is the daily ATM withdrawal limit?
Using your account	We provide templates to help complete cheques and signature stamps for consistent signatures We can provide Chip and Signature cards to help if you have difficulties entering or remembering numbers	How smile is accessible
Accessing information	We promote equal access to smile’s website for all users and potential users We can send your correspondence in different formats, e.g. large print or braille	How smile is accessible
Allowing someone else to help you use your account	You can authorise someone to help you manage your account(s) with a third party mandate We have an interactive guide on The co-operative Bank’s website regarding other types of third party authorisation, e.g. Power of Attorney/Court of Protection You can ask a trusted friend or relative to accompany you if you need help when attending a branch appointment	More information about Power of Attorney
Ways to interact with us	There are a number of ways to contact us, including using our Live Chat service, sending a secure message, calling our UK-based call centres, or by visiting one of our Co-operative Bank branches	Contact us
	We have installed hearing induction loops in our Co-operative Bank branches to assist the hearing impaired	How smile is accessible
	We can receive and make calls via Text Relay or the Next Generation Text service

The requirement to publish the Financial Conduct Authority service quality information for personal current accounts can be found on our personal current account service quality information page.

Supporting the needs of all our customers

How we can help you if you are experiencing money worries

How we can help you deal with a major life event

How we can help you manage your day-to-day money better

Support you may find useful if you have a disability or a physical or mental health condition