Accessibility features and services

Organisations such as banks and utility companies know that some of their customers require different types of support in order to use their products and services. Usually, customers have to reach out to each and every organisation to let them know about their accessibility and support needs. For many people this can be time consuming, and feel overwhelming.

Support Hub has been set up to make it easier for customers to tell organisations about the support they require, all in one go. It also means organisations can receive information from customers more easily, and provide support sooner.

When using this service you do not have to disclose if you have any disabilities, just the support you require.

Organisations aim to update their records within 5 working days. You will see this in your Support Hub account.

Over time, more support needs will be added to Support Hub. It’s worth checking back in the future to see if the support need you want to share has been added.

In the meantime, you can call us, send us a secure message in online banking, or visit one of our branches to tell us about any support needs that you cannot find in Support Hub. We still may be able to arrange support for you, or discuss other suitable options that can help.

At the moment, our mortgage teams are unable to receive any support needs that you share on Support Hub.

If you have a mortgage with us, you can let us know your support needs by calling us on one of the phone numbers below:

• Co-operative Bank mortgage holders – 08000 288 288 (call charges).
• Platform Funding Limited or Mortgage Agency Services mortgage holders – 0333 321 6027 (call charges).

If you have a Co-operative Bank mortgage, you can also tell us your support needs by visiting one of our branches.

Please note: if you have a current account, savings account, loan, or credit card with The Co-operative Bank or smile, you can still share your support needs using Support Hub. It’s just our mortgage teams that won’t receive your support needs – so if you have a mortgage with us, you’ll need to contact us directly.

We’re listed under the financial services category as ‘The Co-operative Bank p.l.c.’. You’ll also find smile listed as they are part of our wider group, so if you have any accounts with them (excluding mortgage accounts), your information will be shared with them too.

Try not to get us mixed up with organisations that have a similar name, such Co-op Food, Co-op Funeralcare, or Co-op Insurance Services.

If you’re planning on visiting one of our branches, we recommend scheduling a meeting so that our branch staff can make any adjustments before your meeting takes place.

You can schedule a meeting by calling us on:

03457 212 212 for current accounts and savings accounts

0345 600 6000 for credit cards

Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges

Branch staff will have access to any support needs that you’ve requested on Support Hub, or if you’ve told the Bank about your needs in a different way, such as calling us, sending us a secure message in online banking, or visiting us in branch previously.

So if you schedule a meeting, you don’t need to worry about repeating your support needs as our staff will already know about these.

The organisations that you share your information with can only use it for the purpose of meeting your support needs.

Support Hub and the organisations you share your information with cannot use it for marketing purposes, or to decide whether or not to give you a product. Sharing your information will also not affect your credit score.

You can find out how Support Hub manage your information in their Experian Support Hub privacy policy.