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Complaints

We know that sometimes things go wrong and here at The Co‑operative Bank, The Co‑operative Insurance and The Co‑operative Investments we really value your feedback. Letting us know when you are not happy with our service, provides us the opportunity to put it right as quickly as possible and improve our service for everybody.

That’s why we promise to:

  • Treat your complaint fairly and promptly
  • Try to resolve complaints straight away, at your first point of contact
  • Respond to you by phone if possible, and in writing once our investigations are complete
  • Keep you informed of our progress in writing

After receiving our response, please let us know if you are not entirely satisfied, and we will escalate your complaint internally for a second review.

The first step is for us to understand your complaint, you can tell us by either:

 

The Co-operative Bank

For personal banking please telephone 08457 212 212 or write to:

Customer Feedback
The Co-operative Bank plc
4th Floor
Miller St
M60 0AL

For business banking please telephone 08457 213 213 or write to:

Customer Feedback
The Co-operative Bank plc
4th Floor
Miller St
M60 0AL

The Co-operative Insurance or The Co-operative Investments

Call our Customer Feedback line 0845 300 0374 or write to:

Central Customer Relations Unit
The Co‑operative Insurance
Miller Street
Manchester
M60 0AL

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied after you have received our final response or if eight weeks has passed since you first raised the matter with us, you have the option to refer the matter to the Financial Ombudsman Service.

If we are not able to resolve your complaint to your satisfaction, you may then complain to:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 18 00
e-mail: complaint.info@financial‑ombudsman.org.uk
log on to: www.financial‑ombudsman.org.uk

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