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.
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
0345 600 6000 for credit cards
08000 288 288 for mortgages
Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges
The first step is for us to understand your complaint. How you can contact us:
Speak to somebody at your nearest branch.
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
Log in to your online banking and send a secure message.
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.
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.
If your complaint relates to PPI, please visit our Payment Protection Insurance (PPI) page.
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:
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.
Every 6 months we send information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers.
Not found what you're looking for?
Contact our support team
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. 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).
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.