Contact us
Need help? You’re in the right place.
Need to report a scam? Call 159.
Now, when you call 159, you’ll be redirected to a service that connects you to your bank so you can report scams or suspected fraudulent activity.
Have accessibility needs?
We’ve joined up with Experian so you can easily share your needs with us and other organisations, all in one go.
We no longer offer telephone banking for tasks you can carry out online, or on our mobile app.
Secure message
Log in to your online banking to send us a secure message 24/7. When you send a secure message, your question will be read and answered by our team. We aim to respond within 2 days.
Online banking
Send us a secure message
You can send us one of these 24/7, but bear in mind - we won’t reply instantly, and in busy periods might take up to 5 days to reply.
Automated telephone banking
If you are unable to access online banking you can check your balance and make payments between your smile and Co‑operative Bank accounts using our automated telephone banking service.
Call us on +44(0)3457 212 212 (see our call charges).
Telephone
When you need to change your login details, or secure personal information, and you can’t receive or access your text messages or emails to receive a verification code.
Call us on ++44(0)3457 212 212 (see our call charges).
Lost, stolen and replacement cards
My card is lost or stolen
Call us immediately on 0345 600 6000.
Lines are open 24 hours a day, 7 days a week. Call charges apply.
We’ll talk you through the next steps and send a replacement card.
I have mislaid my card
If you think you may find your card, you can freeze the card so it cannot be used.
If you find your card again, you can instantly turn off card freeze.
How do I freeze my card?
You can freeze your card in online banking or the mobile app.
To freeze your card in online banking:
- Go to 'Cards'.
- Choose your card.
- Select 'Card freeze'.
- Select ‘Freeze card’ to turn the card freeze on.
You can instantly turn off card freeze by selecting ‘Unfreeze card’.
To freeze your card in the mobile app:
- Go to 'Card'.
- Choose your card.
- Toggle the card freeze switch to ‘on’.
You can instantly turn off card freeze by toggling the switch to ‘off’.
My card is damaged or faulty
You can order a replacement card in online banking or the mobile app.
To order a replacement card in online banking:
- Go to ‘Help and support’.
- Select ‘Lost, stolen or damaged card’ within the 'Popular queries' section.
- Select ‘Replace a damaged or faulty card'.
- Select 'Order a replacement card’.
- Select the account for the card you want to replace.
- Follow the instructions on screen.
To order a replacement card in the mobile app:
- Go to 'Card'.
- Choose your card.
- Select ‘Lost, stolen or replacement card’.
- Select ‘Damaged or faulty card’.
- Follow the instructions on screen.
What happens after I report my card as lost or stolen?
Your old card cannot be used. This includes digital wallets like Apple Pay and Google Pay. We’ll send you a new card in the post and it will be added to your digital wallet by the end of the next business day.
How long will it take to get my new card?
You should receive your new card in the post in three to five business days. And a new PIN within six to eight business days.
Your new card should be added to any digital wallets like Apple Pay and Google Pay by the end of the next business day.
Fraud
Ways to contact us if you suspect fraudulent activity
Scams can be sophisticated – so we're here to help. If you think you've fallen victim to fraud, call us immediately on:
+44(0)3457 212 212 – for current account and savings account customers
+44(0)345 600 6000 – for credit card customers
+44(0)3457 213 213 – for business banking customers
Please note, calls to these numbers will be charged. See our call charges.
Get in touch with us as soon as possible if you've noticed some suspicious activity on your account - or you think someone else has your account details.
Ways to contact us about your Current Account
Send us a secure message
You can send us one of these 24/7, but bear in mind - we won’t reply instantly, and in busy periods might take up to 5 days to reply.
Automated telephone banking
When you need to check your balance and make payments between your smile and Co‑operative Bank accounts.
Call us on +44(0)3457 212 212 (see our call charges).
Telephone
When you need to make a payment, or add a beneficiary, and you can’t receive or access your text messages or emails to receive a verification code.
Call us on ++44(0)3457 212 212 (see our call charges).
Ways to contact us about your smilemore account
If you have any questions about breakdown cover, travel insurance or mobile phone insurance, please call:
+44(0)344 249 9981 (see our call charges).
Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
Ways to contact us about your Credit Card
Send us a secure message
You can send us one of these 24/7, but bear in mind - we won’t reply instantly, and in busy periods might take up to 5 days to reply.
Ways to contact us about your Savings
Send us a secure message
You can send us one of these 24/7, but bear in mind - we won’t reply instantly, and in busy periods might take up to 5 days to reply.
Text Relay phone service
Relay UK is a free service to help people communicate over the phone. You can use the service through a mobile app or with a textphone.
To use the Text Relay service dial 18001 followed by the telephone number you want to call. A relay assistant will join the call and can:
- Type what our colleague is saying so you can read their responses
- Read your written responses out to our colleague.
Relay UK is a regulated service run by BT. Any calls you make are confidential and your data is secure. For more information please visit the Relay UK website.
Other contact options
If you wish to make a formal complaint about one of our products or services, please learn more about how to make a complaint by clicking on the link below.