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

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

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

F1 Dave

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

SF

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

Left the Bank after 43 years

Many failings has led me to leave this bank and switch to the... Read more

Many failings has led me to leave this bank and switch to the Nationwide.
The Cooperative bank is no longer a people’s bank and is experiencing many issues.
I am no longer comfortable with this bank looking after my money.
Lots and lots of bad reviews out there.

Reviewed on 23rd April 2021

Jon Morris

Trusted bank

I have been banking with co-op since 2006 under the recommendation from my mum who had been banking with them for about 30 years at that time. Very professional and trust worthy with helpful friendly staff.

Reviewed on 16th April 2021

Jen

Ethical banking

At a time when it is vital that the financial industry uses its influence to support efforts to combat climate change, ethical banking is more important than ever.

Reviewed on 13th April 2021

Henry Covey

FINALLY PUSHED INTO LEAVING THIS JOKE OF A BANK

The Co-operative Bank stuffed up on my standing orders on more than one occasion and the staff blamed me rather than their own IT systems and staff (who incidentally were actually at fault). Money taken out of my account without my authorisation and... Read more

The Co-operative Bank stuffed up on my standing orders on more than one occasion and the staff blamed me rather than their own IT systems and staff (who incidentally were actually at fault). Money taken out of my account without my authorisation and bank staff refusing to put the money back. This has resulted in me moving to a new bank - hurray for the switch system which is going to make my life easier. Wish I'd never had the misfortune of dealing with this shambolic bank. I'd advise avoiding this bank at all costs - they make mistakes and blame their customers!

Reviewed on 8th April 2021

wendy

Ethical but quality

I’ve been banking with the co-op bank now for 10 years, and I’ve been very pleased with the excellent service and the good quality products I’ve had from the co-op. They’ve taken care of me and I’ve always felt that my money was securely invested with ... Read more

I’ve been banking with the co-op bank now for 10 years, and I’ve been very pleased with the excellent service and the good quality products I’ve had from the co-op. They’ve taken care of me and I’ve always felt that my money was securely invested with them.

Hats off to them, it is possible to be ethical and a sound place for your money.

Reviewed on 29th March 2021

arjay

Friendly staff at branch

Garry at Co operation Bank in Liverpool City Centre has always been extremely friendly and helpful when ever ive called in, particularly when ive been doing overseas transactions.

Reviewed on 29th March 2021

Carl Spurling

People focussed service

It feels rare to be a customer of a bank which is so people focussed. To be able to interact with people rather than machines feels rare, but valuable. It would be good to integrate more automations for ‘save the change’ type savings prompts.

Reviewed on 24th March 2021

Nastassia

Truly helpful and caring

This bank quite literally saved my life, I was suffering with depression and whilst talking to customer services the agent recognised my pain, she kept talking to me with such empathy, whilst at the same time she called an ambulance and police to my... Read more

This bank quite literally saved my life, I was suffering with depression and whilst talking to customer services the agent recognised my pain, she kept talking to me with such empathy, whilst at the same time she called an ambulance and police to my home. I was taken to hospital where I received the right care I needed. So literally Mary at the Co Op Bank saved my life. They then did not just leave me to rot but supported me to get my life and banking on a positive keel. Five years later, I live in an amazing bungalow, my account is never overdrawn, I have gone from zero savings to £1200, I have had holidays in Japan and Thailand. The Co Op Bank are truly caring and supportive, as well as being ethical. This is just my story I am sure there are many more like mine where the bank has gone beyond its remit to help its customers. I am genuinely thankful to the Co Op Bank for really caring and not just waving a flag.
Paul , Devon

Reviewed on 16th March 2021

Paul

Not Sure it Really Knows its Values but Tries

Upgraded online which is very good . Rarely go to a branch bit can pay in @PO

Reviewed on 16th March 2021

John Martin

App and online banking really useful

I first opened a Co-op Bank Current Account away back in the 70s but moved on to other banks. Recently I opened a new Co-op Bank Current Account online and have been able to manage my account just using their app and online banking, without ever... Read more

I first opened a Co-op Bank Current Account away back in the 70s but moved on to other banks. Recently I opened a new Co-op Bank Current Account online and have been able to manage my account just using their app and online banking, without ever visiting a branch.

Reviewed on 11th March 2021

Norman

Great ethos, frustrating security

Website: There is an additional security layer to see your transactions in detail... they send you a number as a text message. I find this frustrating and... Read more

Website: There is an additional security layer to see your transactions in detail... they send you a number as a text message. I find this frustrating and annoying.
Customer service: Great if you phone them needing help. They promptly answer the phone and try hardest to resolve issues. Super friendly.

Reviewed on 4th March 2021

Sarsarsar

Incredibly ethical, people for purpose centred back

An unrivaled ethical policy, supporting excellent charities

Reviewed on 25th February 2021

Alysha Rama

Always there, always reliable

I have been with this bank for 54 years and they have always been efficient and trustworthy. On the very odd occasion when things didn't go as they should they were very prompt to put them right. All that and monthly rewards too!

Reviewed on 18th February 2021

Ron Mallinson

NOT THE FUTURE OF BANKING !

Been with the coop bank for 16 years. Nothing to shout about. Changed banks as I had noticed suspicious activity on my account. Coop did reimburse me but I lost my trust in them. They don't operate 24/ 7 anymore, yes I know we have the app. Changed... Read more

Been with the coop bank for 16 years. Nothing to shout about. Changed banks as I had noticed suspicious activity on my account. Coop did reimburse me but I lost my trust in them. They don't operate 24/ 7 anymore, yes I know we have the app. Changed to Starling app fantastic I can lock my account down so no one can use and balances really time. Starling is the future of banking in my opinion

Reviewed on 17th February 2021

MKH

Great ethical bank

Great bank with a conscience. Has a strong ethos for investing responsibly and giving back to the community. Customer service is excellent and app is very user friendly.

Reviewed on 17th February 2021

isabel forster