Our service quality information
The first table displays how you can speak to us about the services we offer. The second table displays how you can make use of our services.
The Financial Conduct Authority requires us to publish the following information about our business current accounts:
| How and when you can contact us to ask about the following things: |
|---|
| 24 hour help? | Telephone | Internet Banking | Mobile banking |
| Contact details | Not applicable | +44(0) 3457 213 213 | Co-operativebank.co.uk/business | Not Possible* |
| Checking the balance and accessing a transaction history | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | Not Possible* | Not Possible* |
| Sending money within the UK, including setting up a standing order | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | Not Possible* | Not Possible* |
| Sending money outside the UK | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | Not Possible* | Not Possible* |
| Paying in a cheque | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | Not Possible* | Not Possible* |
| Cancelling a cheque | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | Not Possible* | Not Possible* |
| Cash withdrawal in a foreign currency outside the UK | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | 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 to 6pm Mon to Fri, 9am to 12pm Sat | Not Possible* | Not Possible* |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | Not Possible* | Not Possible* |
| Third party access to an account, for example under a power of attorney | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | Not Possible* | Not Possible* |
| Problems using internet banking or mobile banking | No | 8am to 6pm Mon to Fri, 9am to 12pm Sat | 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 to 6pm Mon to Fri, 9am to 12pm Sat | 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 to 6pm Mon to Fri, 9am to 12pm Sat | 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.
* For assistance in any of these matters, please call us on 03457 213 213. Lines are open 8am to 6pm Monday to Friday, 9am to 12pm Saturday. Call charges
| 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 | 8am to 6pm Mon to Fri, 9am to 12pm Sat | 24 hours | 24 hours** |
| Sending money within the UK | 8am to 6pm Mon to Fri, 9am to 12pm Sat | 24 hours | 24 hours** |
| Setting up a standing order | 8am to 6pm Mon to Fri, 9am to 12pm Sat | 24 hours | Not Possible* |
| Sending money outside the UK | 8am to 6pm Mon to Fri, 9am to 12pm Sat | 24 hours | Not Possible* |
| Paying in a cheque | Not Possible | Not Possible | Not Possible |
| Cancelling a cheque | 8am to 6pm Mon to Fri, 9am to 12pm Sat | 24 hours | 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.
* For assistance in any of these matters, please call us on 03457 213 213. Lines are open 8am to 6pm Monday to Friday, 9am to 12pm Saturday. Call charges
** The availability of mobile banking and sending money within the UK via mobile banking is subject to eligibility of the app. Sending payments within the UK is available only on payments to beneficiaries you have already set up via Internet Banking. For more information please visit: http://www.co-operativebank.co.uk/business/help-and-support/mobile-banking.
| 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 July 2024 and 30 September 2024 | In the 12 months between 1 October 2023 and 30 September 2024 |
| Total number of incidents reported | 1 | 4 |
| Incidents affecting telephone banking | 0 | 0 |
| Incidents affecting mobile banking | 1 | 4 |
| Incidents affecting internet banking | 1 | 2 |
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/
Opening a current account with us
We do not publish a list of the documents and information which all new customers will need to give us in order to open an account.
How quickly do we open business current accounts?
We give customers an account number and enable them to start paying into the account:
- the same day, for 18% of customers
- on average, in 12 days; and
- within 71 days for 99% of customers.
We do not publish a list of the documents and information which all new customers will need to give us in order to open an account.
How quickly do we give customers a debit card?
Once an account is open, we give customers a debit card:
- the same day, for 0% of customers
- on average, in 5 days; and
- within 5 days for 99% of customers.
How quickly do customers get internet banking?
Once an account is open, customers have internet banking:
- the same day, for 0% of customers
- on average, in 5 days; and
- within 8 days for 99% of customers.
These figures are based on the time taken from account opening to when you receive a token in the post; allowing you to make payments through internet banking. This is only applicable for Business Online Banking.
How quickly is an overdraft available?
The option to apply for a business overdraft does not form part of the business current account application process. If you want to apply for a business overdraft you can tell us as part of your application and we will contact you with details of how to apply. You can also apply for a business overdraft (subject to status) at any time after your business current account has been opened.
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 5 days; and
- within 5 days for 99% of customers.
How to open a current account
We do not publish a list of the documents and information which all new customers will need to give us in order to open an account.
| You can open this account: |
|---|
| Without visiting a branch | Yes |
| Where a visit to a branch is required, without an appointment | No |
| By sending us documents and information electronically | Yes |
| By post | Yes |
You can find a helpful checklist produced by UK Finance to help you prepare to open a business current account here.
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 requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found on our business current account service quality results page.