The Co-operative Bank Complaints

At Smart Money People, we use the power of reviews from consumers like you to help improve financial services. It can be extremely frustrating, and often expensive when things go wrong as a Co-operative Bank customer - whether it's your current...

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At Smart Money People, we use the power of reviews from consumers like you to help improve financial services. It can be extremely frustrating, and often expensive when things go wrong as a Co-operative Bank customer - whether it's your current account, a PPI (payment protection insurance) claim or your mortgage or savings. If things aren't quite going to plan, sometimes you have to escalate your dissatisfaction with a company in the form of a complaint. That's why we want to improve the way that companies deal with complaints from customers.

Read and write public complaints

Smart Money People was launched in 2014, and is dedicated to helping consumers get the inside track into the financial services industry. That’s why we’re now offering public complaints. With the help of your complaints we can help make the financial industry work better for everybody. Here’s how:

Voice your complaint in a public forum
Help others and drive real change
Have your complaint sent to The Co-operative Bank

We believe that your complaints can help other consumers get the inside track on what being a customer with The Co-operative Bank is really like. That’s why, by sharing your public complaint with us, you can start to help other consumers make better decisions today. You'll be helping us to drive real change by increasing trust and transparency in the financial services industry.

How do I make a The Co-operative Bank complaint?

We’ve got the simplest (and quickest) way to leave a public complaint. Once you’ve submitted your complaint, we’ll pass it to the complaints department at The Co-operative Bank. Your complaint will also be displayed publicly on Smart Money People, the UK's review and insight site for financial services, which will help others who might be having similar issues to yourself.

The Co-operative Bank currently has a score of 3.82 / 5 on Smart Money People.

Disagree with this rating? Your complaint will help to influence this rating, so let your voice be heard and share your experiences with everyone. It’s quick and easy to leave your The Co-operative Bank complaint below, and we’ll never pass on your details to anyone other than The Co-operative Bank.

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View more The Co-operative Bank complaints

See what other people like you have said about The Co-operative Bank.

Worst buisness online banking I have ever encountered

If you are a fan of fiddly, over complicated ways of managing your bank account online then this is the bank for you. Want to transfer money from your Coop account to one of your other accounts? Then be prepared to wait for anything from 20 mins to... Read more

If you are a fan of fiddly, over complicated ways of managing your bank account online then this is the bank for you. Want to transfer money from your Coop account to one of your other accounts? Then be prepared to wait for anything from 20 mins to half an hour for your money to get there. Every other bank is instant but I guess the Coop likes to be different. Logging on to your account online involves using a minute card reader with rubber buttons that don't always respond when you press and a very hard to read screen. Once you eventually get in to your account the fun just goes on and on. Everything you want to view or set up like adding or deleting beneficiaries can only be done with this very irritating card reader. Then when you do set one up you can't just go ahead and pay that person/business right away...oh no! You must wait for 24 hours before you are allowed to do that. Why? Who knows! If you have the audacity to try and send money to one of your befeficiaries after 8pm - not a chance. They will hold on to that payment till after 12. And, if your're transferring from one account to a Coop account don't expect them to move all your direct debits and standing orders. Nope. Not happening. If you need to speak to their customer services then be prepared for a min 40 min wait on a premium rate line. All in all I can safely say my blood pressure has risen significantly since I opened this account but I wont be hanging around for long.

Reviewed on 21st November 2021
Stephanie Booth's avatar
Stephanie Booth

Appalling in everyway

They don't care about their business customers. My business partner and I have had our business account for 10 years. Coop have prevented us from accessing our account for 8 days now. I have spent hours on hold to be then told no one can tell me why... Read more

They don't care about their business customers. My business partner and I have had our business account for 10 years. Coop have prevented us from accessing our account for 8 days now. I have spent hours on hold to be then told no one can tell me why the account is 'frozen' just that I will get a phone call one day. We went into the Leeds branch and while Josh was nice, he couldn't help us The manager didn't bother to even come out of his office to spend 2 minutes with us. We have been unable to pay our wages, our office rent and other bills. No wages means we can't pay our mortgages, bills, buy food etc. It's shocking a bank can do this with no explanation. We also have a HMRC bill to pay soon. If we can't access our account our business will fold, it's that simple. It's shocking no one has called us to explain why. If you are considering opening a business account save yourself the stress which we are now going through not knowing how we are going to pay our personal and business bills. Appalling customer service.

Reviewed on 20th November 2021
Zareen Preston's avatar
Zareen Preston

If I could make it minus I would

30 minute wait but when I do, because my token is broken I have to wait for a human. BUT then the security questions are so numerous and diverse that I can't even answer them even though I am the only person ever to use the account. Joint up through... Read more

30 minute wait but when I do, because my token is broken I have to wait for a human. BUT then the security questions are so numerous and diverse that I can't even answer them even though I am the only person ever to use the account. Joint up through Federation of Small business and one of the q's is what is my FSB membership number!!! Oh hang on, let me just get that out of my pocket cos I keep that one with me AL the time (not). And it went on with even more ridiculous questions that I am supposed to have like what is the page number of the last statement I had. Cos I carry those around too!!?? Please do not bank with these neandatharls.

Reviewed on 3rd November 2021
Julie Hutchison's avatar
Julie Hutchison

Shocking

I cannot believe in this day and age that such archaic banks exist. Call handling times are awful. I received a token to set up online banking. Definitely 1980's style. After passing all the security questions of which there were about 8, including... Read more

I cannot believe in this day and age that such archaic banks exist. Call handling times are awful. I received a token to set up online banking. Definitely 1980's style. After passing all the security questions of which there were about 8, including pass codes, spellings. I failed due to not being able to give the exact times of my transactions. Really... go somewhere else to bank.

Reviewed on 27th October 2021
Shuff's avatar
Shuff

Worst customer service EVER!

They always have a wait time of 30 min + .... simple employ more people to answer the phones, which will result in happy customers

Reviewed on 14th October 2021
Anonymous's avatar
Anonymous

What a shambles!

My debit cards and credit card have both been subject to 'unauthorized activity' which is still to be resolved. In the meantime they have periodically blocked then unblocked my online transactions at the point of 'verified by visa' not only for my... Read more

My debit cards and credit card have both been subject to 'unauthorized activity' which is still to be resolved. In the meantime they have periodically blocked then unblocked my online transactions at the point of 'verified by visa' not only for my replacement cards but also for the card that hadn't been involved in the fraudulent activity. In addition my husbands Co-op bank cards have been similarly treated even though they were not involved in the unauthorised activity either. This random blocking has necessitated a significant number of long waits on the telephone to speak to 'customer services' who, after long discussion and interrogation, assured us that they had unblocked the cards. They either weren't unblocked or unblocked only for a short period. I have passed all this information on to the bank's fraud team who are investigating the unauthorised activity against my cards but they seem intent on ignoring my emails. I have now asked them to get back to me with an explanation and resolution of the problem by Monday 11th October but I am not holding out much hope

Reviewed on 9th October 2021
BevC's avatar
BevC
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