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Changes to smile telephony services

How can I use smile banking without the telephone service?

If you have questions about your account, or need to speak to someone, you can:

When can I call you to manage my account(s)?

You can still call us 24/7 if:

  • Your card is lost or stolen on 0345 600 6000 (call charges).
  • You suspect fraud on your account on 03457 212 212 (call charges).
  • You don’t recognise a payment, or you think there’s been a payment error on your account, on 03457 212 212 (call charges).
  • You want to check your balance or make a payment between your smile and Co-operative Bank accounts, using our automated telephone service, on 03457 212 212 (call charges).

You can also call us between 8am - 6pm, Monday - Friday and 9am - 5pm at the weekend if:

  • You’ve forgotten or want to change your login/contact details.
  • You think someone knows your secure personal information (SPI) and/or you need to change them.
  • You wish to make a complaint.
  • You have specific accessibility requirements with regards to online and mobile banking.
  • You are experiencing financial difficulties.
  • You want to close or cancel your account.
  • You’re making a large payment that you can’t carry out online or our mobile banking app.
  • We’ve not made a payment you requested from your account.
  • You wish to discuss increasing or decreasing your overdraft limit.
  • You can't withdraw money from a cash machine, even though you have available funds.
  • You require documentation, like terms and conditions, in another format.
  • You have a power of attorney (POA) and/or hold a third party mandate relating to a customer account.

Why are you changing smile’s telephone service?

We have updated our digital services to help you do more things online - without the need to pick up the phone. This includes:

  • Updating our mobile app so you can make payments
  • Setting up secure messages to provide one-on-one support
  • Creating FAQs to help you get the information you need online, quickly
  • Developing an application help hub so you can apply for products online

We know there are times when you may still need to call us. Please contact us 24/7 if:

  • Your card is lost or stolen on 0345 600 6000 (call charges).
  • You suspect fraud on your account on 03457 212 212 (call charges).
  • You don’t recognise a payment, or you think there’s been a payment error on your account, on 03457 212 212 (call charges).

What happens if my card is lost or stolen, now you’ve reduced smile’s telephone banking service?

Please contact us as soon as possible on 0345 600 6000 (call charges). Lines are open 24/7.

What happens if I suspect fraud on my account, now you’ve reduced smile’s telephone banking service?

Please contact us as soon as possible on:

03457 212 212 for current accounts and savings accounts (call charges)

0345 600 6000 for credit cards (call charges)

Lines are open 24/7.

I have accessibility requirements. What happens if I need to use smile’s telephone service?

If you have a specific accessibility requirements that means you’re dependent on telephone banking, please contact us to see how we can help.

03457 212 212 for current accounts and savings accounts (call charges)

0345 600 6000 for credit cards (call charges)

Can I still check my balance over the telephone?

Yes, you can.

Our automated telephone service is available 24/7 on:

03457 212 212 for current accounts and savings accounts (call charges)

0345 600 6000 for credit cards (call charges)

But if you’d like an alternative to calling, you can register for mobile banking.

How do I make a complaint?

Your feedback is important to us. And if you’re unhappy with our service, or there’s something we can do to improve it, you have the following options:

  • Make a complaint online
  • Call us on 03457 212 212 for current accounts and savings accounts, or 0345 600 6000 for credit cards (call charges)

Write a letter to us at:

smile Customer Response
Ground Floor,
Miller Street,
Manchester,
M60 0AL

How can I close my account?

We hope you don’t have to. But if you need to close your account, please call us on:

03457 212 212 for current accounts and savings accounts (call charges)

0345 600 6000 for credit cards (call charges)

8am - 6pm, Monday - Friday and 9am - 5pm at the weekend.

You can also send us a secure message via online banking.