Feedback and complaints

Make a complaint
PPI complaints
If you're not satisfied with our response
Complaints reporting

Make a complaint

We know that sometimes things go wrong. Letting us know when you’re not happy with our products or service gives us an opportunity to put it right as quickly as possible. It also helps us to improve our service for all of our customers.

We promise to:

Treat your complaint fairly and promptly
Try to resolve your complaint straight away
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
Keep you informed of our progress.

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 and savings accounts. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. 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 us to understand your complaint. How you can contact us:

In person

Speak to somebody at your nearest branch.

Over the phone

Speak to our customer service team.

In writing

You can send a letter through the post to us at the address below. Please ensure you provide name, address, day time contact number and account details together with the full details of your complaint - provide as much information as possible so that we can fully address your concerns.

Customer Response
The Co-operative Bank p.l.c.
5th Floor
Balloon Street
Manchester
M60 4EP

Online

Email

You can contact us via email at complaints@co-operativebank.co.uk

If you do email us, please complete our customer complaints form (PDF). To help us resolve your complaint, please provide as much information as you can. We will attempt to contact you between the hours of 8am to 8pm Monday to Friday, 9am to 1pm Saturday. For security reasons, please do not include any account details in your email.

What happens next

We'll do everything we can to resolve a complaint straight away. Where this isn't possible, we'll keep you informed of our progress until your complaint has been resolved.

PPI complaints

If your complaint relates to PPI, please visit our Payment Protection Insurance (PPI) page.

If you’re not satisfied with our response

If you’re not happy with how we’ve responded, you may have the option to refer your complaint to the Financial Ombudsman Service.

You can contact them:

On 0800 0 234 567
Or 0300 123 9 123
At complaint.info@financial-ombudsman.org.uk
Or at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Please be aware that our Guernsey based products, such as our offshore accounts, may not fall within the jurisdiction of 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.

For more information about the Financial Ombudsman Service visit: www.financial-ombudsman.org.uk.