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 1. Home
 2. Help and support
 3. Important information


IMPORTANT INFORMATION

What is our registered address?
Who regulates us?
Standards of Lending Practice
MoneyHelper
Provide feedback or make a complaint
How do you protect my information?
What law is applicable to my contract with you?
Bribery and corruption
Our disclaimer
Email security
Credit reference agencies


WHAT IS OUR REGISTERED ADDRESS?

The Co-operative Bank p.l.c.
P.O. Box 101
1 Balloon Street
Manchester
M60 4EP

Registered in England and Wales No. 990937.


WHO REGULATES US?

The Co-operative Bank p.l.c. is authorised by the Prudential Regulation
Authority and regulated by the Financial Conduct Authority and the Prudential
Regulation Authority (No. 121885). Credit facilities are provided by The
Co-operative Bank p.l.c. and are subject to status and our lending policy. The
Co-operative Bank p.l.c. reserves the right to decline any application for an
account or credit facility. The Co-operative Bank p.l.c. subscribes to the
Standards of Lending Practice which are monitored by the Lending Standards
Board.


STANDARDS OF LENDING PRACTICE

Standards of Lending Practice is a voluntary code that sets standards for good
lending practice that all of its members have to meet. That way you can be sure
we're doing things in your best interests.

The documents below contain further information on our lending commitments and
what we ask of you:


PERSONAL CUSTOMER INFORMATION:

Our Lending Commitments and what we ask of you (PDF)


BUSINESS CUSTOMER INFORMATION:

Our Commitments to our business customers and what we ask of you (PDF)

Further information is available on our Standards of Lending Practice page or on
the Lending Standards Board website.





MONEYHELPER

MoneyHelper has impartial information and tools to help you when budgeting,
borrowing money, taking out a mortgage or opening a savings account.

For more information please visit the MoneyHelper website.


HOW DO I PROVIDE FEEDBACK OR MAKE A COMPLAINT?

Your opinion is very important to us. What you say helps to shape our products
and services to build a better banking experience that you are proud to be a
part of.

If we get something wrong you can make a complaint. Be assured that we treat all
complaints seriously and promise to deal with them fairly and promptly. We try
to resolve complaints straight away.

Find out more about making a complaint


HOW DO YOU PROTECT MY INFORMATION?

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 (e.g. 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.


WHAT LAW IS APPLICABLE TO MY CONTRACT WITH YOU?

In legal disputes, the Law of England will apply. As required by law, please
note any terms and conditions of your account will be in English, governed by
the laws of England and Wales and we will communicate with you in English.


BRIBERY AND CORRUPTION

We have zero tolerance of bribery and corruption. We are committed to acting
with integrity and fairness in all our business dealings and commercial
relationships.

Find out more about our bribery and corruption policy (PDF)


OUR DISCLAIMER

We have 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 our website or on any to which our website may be linked. We are 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 us for any other use.


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, this will only differ if we do not have your postcode or you
live overseas.


CREDIT REFERENCE AGENCIES

When you apply to open an account with us, we have to decide if you appear to be
an acceptable credit risk. To do that, we use a variety of information:

 * The details you have given us
 * How you have operated your accounts in the past
 * Information from one or more credit reference agencies.

The application is only approved if all the information we receive is
acceptable. We use a method called credit scoring to assess applications to open
an account or borrow money, although our decision is not necessarily based on
credit score alone. We also use credit reference agencies to help us to make the
decision.

For full details of how your information may be used for credit reference and
fraud prevention purposes by The Co-operative Bank and the credit reference
agencies, please read our guide on the use of your personal data (PDF).

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The Co-operative Bank, Platform, smile and Britannia are trading names of The
Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester M60 4EP.
Registered in England and Wales No. 990937. The Co-operative Bank p.l.c. is
authorised by the Prudential Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation Authority (No. 121885).

Credit facilities are provided by The Co-operative Bank p.l.c. and are subject
to status and our lending policy. The Bank reserves the right to decline any
application for an account or credit facility. The Co-operative Bank p.l.c.
subscribes to the Standards of Lending Practice which are monitored by the
Lending Standards Board.

 * Privacy and Cookies Policy