How to Complain About Co-operative Bank
Everything you need to make an effective complaint against Co-operative Bank, including contact details, your rights, deadlines, and escalation paths.
Also known as: Co-op Bank
Contact Details
complaints@co-operativebank.co.uk
0345 721 2345
Your Rights
Financial Conduct Authority (FCA) Handbook
Financial services firms must handle complaints fairly under FCA DISP rules. They must acknowledge within 5 business days and provide a final response within 8 weeks.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with Co-operative Bank. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to Co-operative Bank. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: complaints@co-operativebank.co.uk
Set a deadline
Give Co-operative Bank 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If Co-operative Bank hasn't resolved your complaint within 8 weeks (or has sent a final response you disagree with), escalate to the Financial Ombudsman Service.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Escalation Routes
Financial Ombudsman Service
FCA
PRA
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.