The Co-operative Bank Reviews

  Ratings based on 371 reviews       Last review 1 week ago    

The Co-operative bank pride themselves on customer service and customer satisfaction levels. They aim to be the most efficient and financially sustainable retail and SME Bank in the UK. Smart Money People is the place for Co-operative bank reviews....

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The Co-operative bank pride themselves on customer service and customer satisfaction levels. They aim to be the most efficient and financially sustainable retail and SME Bank in the UK. Smart Money People is the place for Co-operative bank reviews. Read and write reviews to help increase trust and transparency in Financial Services.

Overall Rating

Great

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The Co-operative Bank Review Insight

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Features

61% of feedback is People related

Customer profile

Top Age Profile: 45-54

Top Channel Preference: Online

Business Account

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
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Business Account

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
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Business Account

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
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Current Account

Call time is very long and customer service reps do not always deliver

The call times are always very long - then when you do get through the customer service reps do not always do what they say, eg send emails - the you have to call back and wait on hold again for another hour

Reviewed on 28th October 2021
C's avatar
C
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Business Account

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
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Business Account

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
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Current Account

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
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BevC
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Business Account

Online Banking

I can honestly say I've never encountered such a disfunctional, illogical, user unfriendly website of any kind, anywhere, as the Co-op's online business current account. IT IS SHOCKING. I still have an old on-line account I set up over 20yrs ago with... Read more

I can honestly say I've never encountered such a disfunctional, illogical, user unfriendly website of any kind, anywhere, as the Co-op's online business current account. IT IS SHOCKING. I still have an old on-line account I set up over 20yrs ago with Intelligent Finance which is like something out of a technological time warp, but puts the Co-op effort to shame. Who actwdesigned this, have they ever tried using it???

Reviewed on 9th October 2021
David L's avatar
David L
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Business Account

Absolute Joke of a bank

If you are a business owner, do not open an account with this shambles of bank. Constant problems with the online service (which I think was created at the same time as dial up internet), an inability to answer the phone within a 3 hour period and all... Read more

If you are a business owner, do not open an account with this shambles of bank. Constant problems with the online service (which I think was created at the same time as dial up internet), an inability to answer the phone within a 3 hour period and all in all a sub-standard service.

Reviewed on 17th September 2021
Luke Murphy's avatar
Luke Murphy
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Business Account

Never in a million years - this bank is stuck in the 1980s

You want to pay a bill, you set up the beneficiary using your "token" which BTW is so inconvenient to carry around a small calculator!!! then you're told you need to wait 24 hours as a cooling off period to pay the beneficiary! Yet I've used their... Read more

You want to pay a bill, you set up the beneficiary using your "token" which BTW is so inconvenient to carry around a small calculator!!! then you're told you need to wait 24 hours as a cooling off period to pay the beneficiary! Yet I've used their secure token? Their app is even worse - you cannot make a transfer from a current to a deposit account. I moved from Natwest as there was a cash incentive. I really really wish I hadn't. It's 2021 seriously no facial recognition, their website is a screen scraped version of an old mainframe system it's dire. I've been with them for almost 10 months I'm done, I'm moving to a more forward thinking bank that actually has a website and app that doesn't take forever to make a simple payment, and one that doesn't make you carry around a calculator style pocket token! Sorry this is a rant but my goodness it's the most dated and awful website I've used in years! I HATE THIS BANK HATE HATE HATE

Reviewed on 12th September 2021
Christina's avatar
Christina
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Business Account

Horrific online business banking

MINUS INFINITY... Read more

MINUS INFINITY STARS.
The finacle site is by far the worst customer-facing application I've ever used.
It is completely illogical in its flow.
It is impossible for me to cancel a standing order as according to the site, I don't have any. Yet it's being paid every month, despite the recipient asking me to cancel it.
It logs me out randomly, telling me I've used the back button or I've been inactive - I've done neither - I am looking to find what I want from this hellish maze of a site.
CoOp should be *ashamed* to have their name associated with this dumpster fire.
I would never recommend a CoOp online product as a result.

Reviewed on 8th September 2021
James Jennett's avatar
James Jennett
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Business Account

no phone response

tried ringing a few times and its always the same long queues and and after waiting a long time you just give up and start looking for a bank that answers the phone wen you ring them

Reviewed on 8th September 2021
george critchlow's avatar
george critchlow
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Business Account

Terrible Internet Banking

Co-Ops previous online banking was poor, but the (relatively) new one is even... Read more

Co-Ops previous online banking was poor, but the (relatively) new one is even worse.

- Payments to new beneficiaries cannot be made for 24 hours
- Any click on back button (and we all do it, don't we?) logs you out
- Recent transactions are listed in a single column, not separate columns for credits and debits, so it's much harder to find transactions. If you look really hard you can just about make out the tiny minus sign which siginifies a debit.
- The default number of transactions shown is 5.
- When creating a BACS payment the screen constantly refreshes and flickers, while displaying odd messages that then disappear
- Quick link to 'Pay an existing beneficiary' does not let you set it for a date in the future, you can only do this via 'Pay an existing beneficiary' from the menu. Why?
- Frequent popups along the lines of 'we're resizing for your screen.' In this day and age? Try looking up responsive css.....
- Menu is really not user friendly

It's astonishing that something this bad could have been signed off by anyone. I also have a business account with LLoyds, and while not perfect, it is way way way better than this one.

Reviewed on 3rd September 2021
SBattersby's avatar
SBattersby
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Credit Card

can't cancel lost card online, long wait for phone

Been with coop about 15 years and probably speak on phone once to twice a year. the wait times seem to have got longer over time. A few weeks (Jul 21) back i misplaced my card and needed to cancel it. the phone line wait was over 30 minutes so i... Read more

Been with coop about 15 years and probably speak on phone once to twice a year. the wait times seem to have got longer over time. A few weeks (Jul 21) back i misplaced my card and needed to cancel it. the phone line wait was over 30 minutes so i went to the website as the recorded message suggested to use the chat feature. Chat was not available and nor was there any way to cancel you card online. I eventually had to submit a request through a general query form.

It took 3 or 4 days to process this and was not clear what had happened as my online account had now totally gone!

I this time waited in the queue ~20 mins and once I got thorugh the staff member explained what had happened very clearly and reassured me. However I do thin this shoudl have been clearer and easier from the website if it is going to take a long time to get thru on phone. Management should either improve the website offering and/or increase the number of help staff to take calls. those they have are very good.

Reviewed on 31st August 2021
Simon Davis's avatar
Simon Davis
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Business Account

Terrible online portal and delay in setting up beneficiaries

The website is pretty much un-usable. When setting up a new beneficiary it creates an automatic delay of 24 hours(?!) before you can make a payment to them. Absolute joke.

Reviewed on 25th August 2021
Finance department's avatar
Finance department
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Current Account

Complete joke of a bank!

Absolute farce of a... Read more

Absolute farce of a bank!
They blocked my card after I tried to do an online purchase but never told me so card then declined when I tried to use it in a shop- embarrassing!
Tried to phone them to resolve but on my four attempts queue time was over an hour.
Tried to Live chat them as they recommend online but they have removed that service.
Tried sending a secure message but it errored as apparently you can’t do it from a phone or iPad!
Contacted them via fb messenger to be told I had to phone them. Was told queue time was 2.5hrs and I’d just have to sit and wait. I asked for them to get someone to phone me back but was told no we don’t do that. I said I was fed up just close my account and was told I’d have to phone and wait in the 2.5hr queue to close it. What a joke of a company!

Reviewed on 18th August 2021
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F1 Dave
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Current Account

Ethical, accurate banking

I have had a Smile current account with The CoOperative Bank for over 20 years. The account has been run perfectly for the entire period - no mistakes, no unfair charges, staff always accessible , knowledgeable and helpful. I have no complaints at all... Read more

I have had a Smile current account with The CoOperative Bank for over 20 years. The account has been run perfectly for the entire period - no mistakes, no unfair charges, staff always accessible , knowledgeable and helpful. I have no complaints at all and am very satisfied with the service.

Reviewed on 10th August 2021
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SF
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Business Account

Terrible customer service

I have just opened an account with the Co-op but cannot use it because I cannot activate the security token to access internet banking. The token is activated by phoning the bank and going through... Read more

I have just opened an account with the Co-op but cannot use it because I cannot activate the security token to access internet banking. The token is activated by phoning the bank and going through security.
Unfortunately it is almost impossible to get through. There is a wait of over an hour to speak to anyone and I have not yet to had enough time to wait that long. Some people have reported waiting over two hours before they have given up.
In view of the difficulties getting through I will probably close the account and go elsewhere. Customers need to be able to speak to their bank. I cannot begin to imagine the stress if there is a problem with an account and not being able to speak to a member of staff..

Reviewed on 5th August 2021
Jenny Wilson's avatar
Jenny Wilson
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Current Account

No-frills current account

My Co-Op Bank current account provides a basic current account to receive income and make payments/ I have no overdraft facility, so if I tried to spend money I don't have it would prevent it. Excellent mobile app enables day to day oversight of the... Read more

My Co-Op Bank current account provides a basic current account to receive income and make payments/ I have no overdraft facility, so if I tried to spend money I don't have it would prevent it. Excellent mobile app enables day to day oversight of the account as well as online payments, and I can use an associated deposit account as a rainy day fund. My debit card is not contactless, but I can use Google Pay in a similar way to make payments from the account. I've now had the account nearly 6 months, and no problems to date

Reviewed on 22nd July 2021
Roger Horne's avatar
Roger Horne
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Business Account

Worst bank ever

This bank has frozen my current account for almost 6 months now and have REFUSED to provide me with any legitimate reason or evidence as to why they did this! They also REFUSE to let me speak to a manager or any other department every single time I... Read more

This bank has frozen my current account for almost 6 months now and have REFUSED to provide me with any legitimate reason or evidence as to why they did this! They also REFUSE to let me speak to a manager or any other department every single time I call to ask (with wait times of up to an hour).
This bank is corrupt and operates fraudulently. They would sooner see you starve than admit to a mistake on their part.

Reviewed on 19th July 2021
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Felix Byrne
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