Important information

Registered Address

The Co-operative Bank p.l.c., (990937) P.O. Box 101, 1 Balloon
Street, Manchester, M60 4EP. The Co-operative Bank is a UK Bank and its
products are only available to UK, Channel Islands & Isle of Man
residents and British expatriates overseas (subject to any restrictions
laid down by English law).

The Co-operative Bank is authorised and regulated by the Financial
Services Authority (No. 121885), subscribes to the Banking Code, is a
member of the Financial Ombudsman Service and is licensed by the Office
of Fair Trading (No. 006110).

Privacy

The privacy of Co-operative Bank customers is very important to us,
and how we deal with personal information is outlined in our terms and
conditions. We hope the way in which we gather and use your personal
information addresses and respects any concerns you may have:

We will only use the personal information we gather:

  • in the normal course of our business to provide the products and services you have requested
  • to identify you when you contact us
  • to determine if we can offer you a better service or more relevant products
  • to send you e-mail updates of service changes which are important to you or which we feel may be of interest to you
  • for credit assessment, to review the conduct of and to administer/operate your accounts
  • for
    statistical analysis, including automated techniques (eg behaviour and
    credit scoring) and to monitor and analyse our business

We will disclose your personal information only to:

  • our agents and sub-contractors to administer and operate your account or to conduct our business
  • the insurer of any payment or card protection cover which you take out in connection with your account
  • our
    licensed credit reference agency who may keep a record of any search we
    make and your personal information may be shared with and used by other
    lenders in assessing applications from you or members of your household
  • any person to whom we transfer our rights or obligations under this agreement
  • for debt tracing or fraud prevention
  • to help desk advisers, minicom/typetalk operators or their equivalent
  • if required or compelled to do so by law

We subscribe to the Banking Code and the Business Banking Code.
These voluntary codes encourage higher standards for the benefit of
customers.

Our relationship with The Co-operative Insurance
and The Co-operative Investments

The Co-operative Bank plc operates closely with our sister company
the Co-operative Insurance which is a marketing group associate.

Our Guarantees - The Banking Code for Personal Customers

What is the Banking Code (“Code”)?

The Code is a voluntary code followed by banks and building
societies in their relations with personal customers in the United
Kingdom. It sets standards of good banking practice which are followed
by those financial institutions subscribing to it. As a subscriber to
the Code, the Bank must ensure that all Code requirements are complied
with. This revised edition is effective from 31st March 2008.

The Code provides personal customers with valuable protection and
explains how financial institutions are expected to deal with them on a
day-to-day basis and in times of financial difficulty.

The Code applies to:

  • current accounts, including basic bank accounts (section 3)
  • savings and deposit accounts, including cash ISAs; and cash deposit Child Trust Funds (sections 3 and 4)
  • payment services, including foreign-exchange services (section 9)
  • cards and PINs (section 10); and
  • loans and overdrafts (section 13)

The Code does not cover mortgages, investments, insurance, or currency accounts.

Key Commitments

The updated promise on fairness is covered within the Key Commitments and states:

“We promise we will treat you fairly and reasonably when providing
you with products and services covered in this Code. We will keep this
promise by meeting all of the key commitments shown below.”

  • We will make sure that our advertising and promotional
    literature is clear and not misleading and that you are given clear
    information about our products and services.
  • We will give
    you clear information about accounts and services, how they work, their
    terms and conditions and the interest rates which may apply.
  • We
    will help you use your account or service by sending you regular
    statements (where appropriate) and we will keep you informed about
    changes to the interest rates, charges or terms and conditions.
  • We will help you to switch your current account between financial institutions subscribing to this Code.
  • We will lend responsibly.
  • We will deal quickly and sympathetically with things that go wrong and
    consider all cases of financial difficulty sympathetically and
    positively.
  • We will treat all your personal information as private and
    confidential, and operate secure and reliable banking and payment
    systems.
  • We will publicise this Code, have copies available and make sure that our staff are trained to put it into practice.

Who are the Banking Code Standards Board (“BCSB”)?

The BCSB are the regulators who ensure that subscribers to the
Banking Code adhere to the Code. They continually monitor Code
adherence through mystery shopping exercises, themed visits, and by
analysing responses to the Annual Statement of Compliance. The Annual
Statement of Compliance is a self certification exercise which all
subscribers must undertake on annual basis, to confirm their firm’s
positioning in respect of compliance with the Code.

Their address and contact numbers are:

Banking Code Standards Board
Level 12
City Tower
40 Basinghall Street
London
EC2V 5DE

Tel: 0845 2309694

Website address:www.bankingcode.org.uk

Code Compliance Officer

We are required by the Banking Code Standards Board to appoint a
Code Compliance Officer. The Code Compliance Officer and Deputy Code
Compliance Officer reside in CFS Compliance and are responsible for
liaison with the BCSB, co-ordination of regulatory visits and cascade
of relevant Code requirements to the business areas. Any enquiries
should be addressed to Richard Weddell, Code Compliance Officer, CFS
Regulatory Compliance or via email to richard.weddell@cis.co.uk.

How to obtain information and copies of the Banking Code:

  • Banking Code posters are on display in all Bank branches.
  • Personal
    customers can also pick up a copy of the Code booklet from any of our
    own branches, as well as any other member Bank or Building Society.
  • You can download a copy of the Banking Code from the Banking Code Standards Board here PDF format from The Banking Codes Standards Board. The Code guidance can also be obtained from the BCSB, whose contact details are given above.
  • Alternatively you can request a copy of the Code through Telephone Banking, by phoning 08457 212 212.

Information on the Banking Code and copies of the Code are also
available from the BBA (including large print, Welsh and Braille
versions).

British Bankers’ Association
Pinners Hall,
105 - 108 Old Broad Street,
London, EC2N 1EX

Website Address: www.bba.org.uk

Call Charges & Information

Calls to 0845 numbers will cost no more than 4p per minute for BT
customers. Call charges from other companies may vary and you may want
to check this with your service provider.

Calls to 0870 numbers will cost no more than 8p per minute for BT
customers. Call charges from other companies may vary and you may want
to check this with your service provider.

Calls to 0800 numbers are free from a UK landline, mobile costs may vary. You may wish to check this with your mobile provider.

Calls may be monitored or recorded for security and training purposes.

Our Disclaimer

The Bank has taken the greatest of care to ensure the accuracy of
the contents of this website, but cannot accept responsibility (to the
extent permitted by law) for any inaccuracies, omissions, or errors
whether in respect of the information provided on the Bank’s website or
on any to which the Bank’s website may be linked. The Co-operative Bank
p.l.c. (the “Bank”) is a United Kingdom bank and its products are only
available in the United Kingdom (including the Channel Islands and the
Isle of Man) to United Kingdom residents.

The information on this website may only be used by UK residents and
expatriates for their own purposes. Permission must be obtained from
the Bank for any other use

Important information for non-UK mainland residents

Non-UK mainland residents who wish to apply for Co-operative Bank
accounts should contact our Offshore Banking Centre in Guernsey. email:
guernsey@co-operativebank.co.uk or tel: +44 1481 710527.

Online applications can not be accepted from non-UK mainland residents.

email security

For your additional peace of mind, every marketing customer e-mail
sent by us, will include the last part of your postcode as it appears
on your Co-operative Bank statement.

Financial Services Compensation Scheme

The Co-operative Bank is a member of the Financial Services
Compensation Scheme established under the Financial Services and
Markets Act 2000. In respect of deposits with a UK Office, payments
under the Scheme are limited to 100% of the first £35,000 of the
depositors total deposits held with the Bank. Visit www.fscs.org.uk for details.