Make a complaint
Not happy with our service? Here’s how you let us know.
Not satisfied with our response?
About the Financial Ombudsman Service
Summary
Sometimes, things can go wrong. And we're sorry about it when it does. That's why your feedback is valuable to us. It gives us a chance to right those wrongs and improve how we do things.
We promise to
We’ll always do our best to:
- Treat your complaint fairly and promptly
- Try to resolve complaints when you first contact us.
- Keep you informed of our progress
- Contact you by phone if possible, and write to you once our investigations are complete if we've not been able to resolve your query when you first contact us.
Working together
- An advisor will try to resolve your complaint with you straightaway. If this is possible, we'll send you a summary resolution letter within 3 working days, to confirm that your complaint has been resolved
- If we need a bit more time we'll make sure we keep you up to date with what's happening.
Reaching a resolution
- After we've fully investigated your complaint, we’ll send you our final response by email or post detailing our findings and our decision
- We'll also give you information about the Financial Ombudsman Service including how to contact them if you're unhappy with our decision
- If you’re not happy with the outcome of our investigation, or 8 weeks have passed since you complained, you can ask the Financial Ombudsman Service to look into what's happened.
Payment services related complaint
We’ll do everything we can to resolve things quickly. You'll hear from us within 15 calendar days with either an outcome for your complaint or an update on what’s happening and when we’ll be able to respond to you. If we’re unable to resolve your complaint by this date, you will have the right to refer your complaint to the Financial Ombudsman Service.
If you need your response to be sent in an alternative format such as large print, audio or braille please call us on:
03457 212 212 for current accounts, savings accounts and smile. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges
03457 213 213 for business current accounts and savings accounts. Lines are open 8am to 6pm Monday to Friday, 9am to 12 noon Saturday. Call charges
0345 600 6000 for credit cards. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges
08000 288 288 for mortgages. Lines are open 8am to 5pm Monday to Friday. Call charges
How to make a complaint
The first step is for you to contact us about your complaint. You can do this by contacting us in one of the following ways:
Send us a secure message
Getting in touch with us through secure messaging is quick and easy. All you need to do is log in to your online banking account and select 'Help & Support' then scroll down the page and click on 'Send us a secure message'
To help us resolve your complaint we’ll need the following information:
- Details of what your complaint is.
- A daytime telephone number.
Email us
Contact us by email at complaints@co-operativebank.co.uk
If you do email us please provide your name and day time contact number where we can contact you between the hours of 8am - 8pm Monday to Friday, 9am - 1pm Saturday.
For security reasons, please do not include any account details in your email.
Call us
You can call us on +44(0)3457 212 212 (Call charges). Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
Write to us
Write to us at:
smile customer response
The Co-operative Bank p.l.c.
Po Box 4931
Interface Business Park
Swindon
SN4 4PL
What happens next?
We’ll always try to resolve your complaint straight away. Where this isn’t possible, we will keep you informed of our progress until your complaint has been resolved.
Accessibility
Please contact us if you need your response to be sent in an alternative format such as large print, audio or Braille. More information on accessibility can be found on our accessibility page
Not satisfied with our response?
Should you remain unhappy with our response, you have the option to refer the matter to the Financial Ombudsman Service.
For more information about the Financial Ombudsman Service visit: www.financial-ombudsman.org.uk
Or contact them:
Post
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone
0800 0 234 567 or 0300 123 9 123
Email
complaint.info@financial-ombudsman.org.uk
For more information about the Financial Ombudsman Service, please visit www.financial-ombudsman.org.uk/publications/ordering-leaflet/leaflet
We can also provide you with a hard copy of the Financial Ombudsman Service leaflet on request.
About the Financial Ombudsman Service
The Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK. Please be aware that our Guernsey based products may not fall within the jurisdiction of the Financial Ombudsman Service.
Complaints reporting
Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. This information is summarised on The Co‑operative Bank website.