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:

• Send us a secure message through online banking
• Speak to us on Web Chat
• Browse our FAQs
• Read our application help hub if you’re applying for a new product

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 +44 (0)345 600 6000 (call charges).
• You suspect fraud on your account on +44 (0)3457 212 212. (call charges).
• You don’t recognise a payment, or you think there’s been a payment error on your account, on +44(0)3457 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 +44 (0)3457 212 212 (call charges).

You can also call us between 8am - 8pm (7 days a week) if:

• You’ve forgotten or want to change your login/contact details and don’t have a card reader.
• 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 select the right country online to send money outside the UK.
• You need to set up a new payment and you don’t have a card reader.
• 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 one-off payments without a card reader
• Setting up Web Chat and 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 +44 (0)345 600 6000 (call charges).
• You suspect fraud on your account on +44 (0)3457 212 212. (call charges).
• You don’t recognise a payment, or you think there’s been a payment error on your account, on +44(0)3457 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 +44(0)345 600 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 +(44)3457 212 212 (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 on +(44)3457 212 212 (call charges)  to see how we can help.

Can I still check my balance over the telephone?

Yes, you can.

Our automated telephone service is available 24/7 on 03457 212 212 (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 (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 03457 212 212 8am - 8pm, 7 days a week. (call charges).