Not happy with our service? Here’s how you let us know.
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’ll always do our best to:
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:
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:
Contact us by email at firstname.lastname@example.org. 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.
Write to us at:
smile customer response
The Co-operative Bank p.l.c.,
2nd Floor, Balloon Street,
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.
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
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
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.
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.