Our service quality information
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The Financial Conduct Authority requires us to publish the following information about our personal current accounts:
How and when you can contact us to ask about the following things:
| 24 hour help? | Telephone banking | Internet banking | Mobile banking | |
|---|---|---|---|---|
| Contact details | Not applicable | +44(0)3457 212 212 | smile.co.uk | smile mobile banking app |
| Checking the balance and accessing a transaction history | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Sending money within the UK, including setting up a standing order | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Sending money outside the UK | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Paying in a cheque | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Cancelling a cheque | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Cash withdrawal in a foreign currency outside the UK | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| A Direct Debit, or allowing someone to collect one of more payments from your account using your debit card number | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Third party access to an account, for example under a Power of Attorney | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Problems using internet banking or mobile banking | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Reporting a suspected fraudulent incident or transaction | Yes | 24 hours | Not Possible | Not Possible |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available | No | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or queries you can raise in one of our branches.
How and when you can use your bank account to do the following things:
| Telephone banking | Internet banking | Mobile banking | |
|---|---|---|---|
| Checking the balance | 24 hours | 24 hours | 24 hours |
| Accessing a transaction history | Not Possible | 24 hours | 24 hours |
| Sending money within the UK | Not Possible | 24 hours | 24 hours |
| Setting up a standing order | Not Possible | 24 hours | Not Possible |
| Sending money outside the UK | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
| Paying in a cheque | Not Possible | Not Possible | Not Possible |
| Cancelling a cheque | 8am – 6pm Monday to Friday. 9am – 5pm Saturday and Sunday | Not Possible | Not Possible |
Note: This is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.
Information about operational and security incidents
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
| In the 3 months between 1 January 2026 and 31 March 2026 | In the 12 months between 1 April 2025 and 31 March 2026 | |
|---|---|---|
| Total number of incidents reported | 1 | 6 |
| Incidents affecting telephone banking | 0 | 0 |
| Incidents affecting mobile banking | 1 | 6 |
| Incidents affecting internet banking | 1 | 6 |
Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.
Complaints Data
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.
The most recent summary is available at The Co-operative Bank website.
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk/
Replacing a debit card
How quickly do we replace debit cards which have been lost, stolen or stopped?
We replace debit cards:
- the same day, for 0% of customers
- on average, in 4 days; and
- within 6 days for 99% of customers
What is the interest rate being charged on our products?
| Product | Annual interest rates payable for arranged overdrafts on 31 March 2026 | Annual interest rates payable for unarranged overdrafts on 31 March 2026 | Refused payment fee on 31 March 2026 |
| Current Account | 35.9% | 35.9% | £0 |
| smilemore | 35.9% | 35.9% | £0 |
smilemore has an automatic £260 interest free overdraft amount. You will be charged debit interest at an annual interest rate of 35.9% when you enter an arranged or unarranged overdraft above your interest free amount.
How do our overdrafts compare?
A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.
Information about overdraft pricing in the 3 months between 1 January 2026 and 31 March 2026
| Product | Advertised APRs during the quarter |
|---|
| Current Account | 35.9% Representative APR |
| smilemore | 68.5% Representative APR |
The Representative APRs are based on a £500 credit limit, and on our smilemore account includes the monthly fee for maintaining the account and the interest free limit.
Open Banking service
The Financial Conduct Authority (FCA) requires us to publish the service quality levels we have with third party providers for our open banking platform. It evaluates how well we are delivering security and access for you to share your data and make payments through other providers.
So you are able to make an informed decision about joining our open banking program or evaluate how we are performing, please review our service quality statistics.
The Co-operative Bank and smile are trading names of The Co-operative Bank p.l.c. We offer Open Banking functionality for both these brands.