Our service quality information

The Financial Conduct Authority requires us to publish the following information about our personal current accounts.

The first table displays how you can speak to us about the services we offer. The second table displays how you can make use of our services.

The Financial Conduct Authority requires us to publish the following information about our personal current accounts:

How and when you can contact us to ask about the following things:

Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or queries you can raise in one of our branches.

How and when you can use your bank account to do the following things:

Note: This is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

Please note: The number of incidents shown affecting telephone, mobile and internet banking may not add up to the total number of incidents reported to the Financial Conduct Authority. This is because an incident may not affect any of or all of our services.

Complaints Data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available at The Co-operative Bank website.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk/

Opening a current account with us

Go to our current account page to find out how you can open an account and what information and documents you need to give us to open an account.

How quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account:

• the same day, for 0% of customers
• on average, in 6 days; and
• within 48 days for 99% of customers

These figures are based on the time taken from our receiving all the information and documents we ask for at information and documents, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

• the same day, for 0% of customers
• on average, in 5 days; and
• within 5 days for 99% of customers

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

• the same day, for 100% of customers
• on average, in 0 days; and
• within 0 days for 99% of customers

You can register for internet banking once your account is open.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

• the same day, for 100% of customers
• on average, in 0 days; and
• within 0 days for 99% of customers

If you apply for an account and we agree to open it, the overdraft will be available as soon as your account is open.

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

• the same day, for 0% of customers
• on average, in 5 days; and
• within 5 days for 99% of customers

What is the interest rate being charged on our products?

Smilemore has an automatic £260 interest free overdraft amount. You will be charged debit interest at an annual interest rate of 35.9% when you enter an arranged or unarranged overdraft above your interest free amount.

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the 3 months between 1 July 2024 and 30 September 2024

How to open a current account

To open any of our accounts, a new customer will need to provide us with the documents and information set out on our documents and information page. We may request additional information or documents in individual cases.

* It isn't possible to apply for a smile current account in branch.

Find out more about the ways we can support our personal current account customers on our supporting the needs of all of our customers page.

Open Banking service

The Financial Conduct Authority (FCA) requires us to publish the service quality levels we have with third party providers for our open banking platform. It evaluates how well we are delivering security and access for you to share your data and make payments through other providers.

So you are able to make an informed decision about joining our open banking program or evaluate how we are performing, please review our service quality statistics.

The Co-operative Bank and smile are trading names of The Co-operative Bank p.l.c. We offer Open Banking functionality for both these brands.