Make a complaint

Not happy with our service? Here’s how you let us know.

Summary

Our promise to you

How to make a complaint

What happens next?

Accessibility

Not satisfied with our response?

About the Financial Ombudsman Service

Complaints reporting

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.

Our promise to you

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.

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 Messages.

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.,
2nd Floor, Balloon Street,
Manchester,
M60 4EP

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

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.