We're committed to providing you with the best service possible. However, we recognise that sometimes things can go wrong. Letting us know when you're not happy with our products or service provides us with the opportunity to put it right, and helps us to improve.
The first step is for you to let us know what has happened so that we can fully understand your complaint. You can contact us using the details below.
Call us on: 0345 070 1999 (Call charges)
Customer Response Centre (C097)
Britannia House
Cheadle Road
Leek
Staffordshire
ST13 5RG
Call us on: 08000 288 288 (Call charges)
The Co-operative Bank
PO Box 4934
Unit 2 Interface Business Park
Swindon
SN4 4PN
To help us resolve your complaint we'll need the following information:
Please let us know if you need your response to be sent in an alternative format such as large print, audio or Braille.
We’ll always do everything we possibly can to resolve a complaint straight away. Where this isn’t possible, we will keep you informed of our progress until your complaint has been resolved.
Should you remain unhappy with our response, you have the option to refer the matter to the Financial Ombudsman Service.
By post: The Financial Ombudsman Service
Exchange Tower
London
E14 9SR By phone: 0800 023 4567 or 0300 123 9 123 (Call charges)
Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers.
The Co-operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No. 121885). The Co-operative Bank, Platform, smile and Britannia are trading names of The Co-operative Bank p.l.c., 1 Balloon Street, Manchester M4 4BE. Registered in England and Wales No.990937. Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status and our lending policy. The Bank reserves the right to decline any application for an account or credit facility. The Co-operative Bank p.l.c. subscribes to the Standards of Lending Practice which are monitored by the Lending Standards Board.