Having found myself in a disastrous financial situation, with lloydstsb taking hundreds of pounds every month in charges from me - despite 22yrs a customer - I turned to the cooperative bank. I was able to open only the most basic of accounts and having gone overdrawn a few times, I was astonished when the so called ethical bank, took all my remaining money in charges (£208) and informed me that my account had been closed due to incorrect usage. This is clearly not how any ethical company would behave. More like the actions of the money grabbing scum that the mainstream banks represent. I was a member of the co-op but am no longer. It is a shame there is no means of posting a minus or zero rating on this site. Please ignore the star I have been forced to insert in the rating panel in order to post this.

Posted by andrew hall on the 14th February 2010

I've had an account with the co-operative bank for about a decade. Originally attracted by the ethical banking idea I opened the account as a naive teen. Now as a less naive adult I would caution anyone to have anything to do with them. Problems I have had with them include, but are not limited to, statements being sent to two address at once (and subsequent fraud on my account), repeated ignored requests to have a direct debate mandate sent out (over a year from the first request and still waiting) and taking of more money than authorised in a debit card payment. Their customer service agents are rude, unhelpful and anything but ethical. I'm currently looking for an alternative provider and would recommend to anyone looking at co-operative bank products to do the same. I am giving them one star only because I am not allowed to give them none.

Posted by R Brady on the 12th February 2010

Security, ho hum .... Staff at the Bristol branch of the Coop have twice asked me, in front of other customers, to say out loud 2 digits from my secure 4-digit PIN. When I refused I was asked to write them down and 'they' (the cashiers) assured me that the piece of paper would be torn up afterwards. Who needs chip and pin technology when you can shout your details out for everyone within earshot to hear, or use a biro and a bit of paper ....

The staff couldn't see a problem with this!

Posted by Roy Maxwell on the 8th February 2010

I bank with the internet arm of the Co-op i.e. SMILE and I have had problems with my account for more than two months now, and they have been absolutely USELESS. They seem unable to deal with the problem I'm having i.e. can't transfer funds between two accounts online, and now just add my correspondence to their complaints file. How they're still in business with this kind of service I just don't know.

If you're thinking of opening an account with SMILE then I'd seriously think again ....

I've given a rating of 1 star as it isn't possible to leave fractions ...

Posted by Roy Maxwell on the 8th February 2010

Have banked with the Cooperative Bank over 30 years. The staff can be very pushy. Not at all happy with the Privilige account. Not interested in mobile phone cover, or travel insurance cover. This is just another way of ripping you off. Just give us a decent service without having to make monthly payments which increase yearly. They have made enough money out of me over the years. Sick of this Bank.

Posted by Karen Porter on the 6th February 2010

The Co-op Business Banking Internet site is both inadequate in function and extremely unreliable in availability. The Co-op just cannot present themselves as a major player in the commercial internet banking world with this apology for a system. After 8pm on weekdays, midday on Saturday and not at all on Sunday you can't even get anyone on the phone to sort things out. If it hadn't been for their ethical policy I would have moved my company bank account years ago.

Posted by Kath Ashley on the 4th February 2010

Another few hours wasted trying to get some on-line payments through the disastrous on-line business banking system. Last week tried to do one over the phone instead but found out the day after that they did that wrong. Must change banks! No Stars.

Posted by ian moore on the 2nd February 2010

I had a joint Co op account with my ex husband, who I left after domestic violence including financial abuse. He used our joint Co op account to borrow against my salary - the Co op didn't help - and I am still trying to sort matters out. The Co op added my ex husbands credit card debt, post divorce, to the current account overdraft. I have been recovering from cancer, and I have just discovered that my ex-husband is speaking with the Co op about attaching one of his loans to my home. Lack of understanding about domestic violence and exploitation at the Co op - Ethical banking? I don't think so, charity begins at home.

Posted by Beth on the 30th January 2010

Do NOT touch Co-op Business Banking with a bargepole. You have been warned. The service is down far more often than it is up. The service is appalling. I have to give one star but it deserves none.

Posted by A Customer on the 28th January 2010

It's taken me most of the day to pay three bills. Well, I say pay - I've only managed to get one through successfully. Got so frustrated that I thought I'd do them over the phone, but was told that because they were new bills I had to go through extra security for each one. Site is utterly unfit for purpose, and they are about to lose another customer.

Posted by Barney on the 27th January 2010

Useless... I cannot believe in this day and age that the Co-op has a Business Internet Banking service that may as well not exist. It can not in any aspect be described as fit for purpose. Truly unbelievable... I wish I had known beforehand - I would have set up my account with another Bank - and that is exactly what I am now about to do.

Posted by Christopher Simpson on the 27th January 2010

I think a lot of the positive reviews from personal customers here come from people who are mostly concerned with the Co-op's ethical policy rather than anything else, and who generally have a moral grudge against the bigger banks. However, when you objectively compare the Co-op bank's actual service and infrastructure to the other banks, it's utterly shambolic. Their personal banking web site is just as much of a joke as the business one. Stone age IT systems, poorly trained staff, no idea what's going on. The problems I've had with them are way too long to mention. I've had about £600 worth of compensation from them in the past couple of years for the ridiculous basic mistakes they've made. If I'm honest, it's the only reason I keep my account open with them - because I know they'll make a howling error sooner or later and I'll get compensation from them. You get the impression that the business has been chronically under-invested in (which explains their IT), and still has a very amateurish, let's bumble along without investing in any infrastructure or training culture about it.

Posted by T Hood on the 26th January 2010

I have a Co-op personal account and I'm reasonably happy with the internet banking and telephone service. I do agree though that the web site is way behind others but it seems easy enough to manage and does for me. However, I'm not surprised at all the negative comments on this thread as they ring true for banking attitudes and practices in general. It would appear Co-Op is no better than any of the others which is a shame as it does like to give the impression that it is, with it's ethical Banking motif, personally I think the words ethical and banking should never be used in the same sentence. Oh and I wouldn't bother changing banks as you'll just get the same treatment elsewhere. I've given one star as I've only been with them a year and they have still got time to mess it up which they will cos' that's what banks do.

Posted by Ian on the 22nd January 2010

I'm a business customer and the service is just utterly dreadful. I've bee trying for over a month to change the address on my account. 3 letters, one recorded delivery, and my address is still not changed. My credit cards were stolen and I can't get new ones sent out as they are unable to change my address. Antiquated systems, online banking that never works and overall rubbish customer service means I am changing my account asap!!!

Posted by Katie Francis on the 19th January 2010

I love the Co-Op bank, I've never had any problems with payments, never had any problems with the Internet Banking and quite frankly they do everything they promise.

Posted by pno pine on the 13th January 2010

For business banking, a complete disaster. Frequent CORBA errors, regular times when your account just doesn't appear, and a user interface which was designed by Neandertals. Ethical ones, no doubt, but Neandertals nonetheless. One star is too generous. They really have no right to be in business, but the hassle of moving my account is all that keeps me there. It's sad, but true.

Posted by Chris Collison on the 12th January 2010

I am an independent Correspondence advocate. I have recently been approached by a friend who tried to have some money tranferred from a deposit account to his current account. Despite over 100 calls and visits to his branch in Bradford and the Branch in Manchester where he works, the matter, although being promised it would be resolved that day, still has not been rectified. So he contacted me for my help. I have written to the co-op bank and hand delivered the letter to the Bradford branch personally on Dec 29th and lo and behold we have had no reply. Today he has made a call to his bank who deny that any letter was delivered, however, he has an appointment tomorrow where he can take a signed, timed and dated receipt for the letter obtained by me. I was disgusted at the state of the Bradford branch when I walked in, 3 counters, only 1 open although 2 staff were sat behind the other 2 windows and then another window opened because people stood there wondering what was going on! Only when that lady spotted me did she open the second counter. I would be interested in hearing other people's responses on this bank. It seems a good idea to get a position in a co-op call centre as you are trained how to apologise, but if you want to know about banking I suggest you go to another bank.

Posted by Peter Gill on the 5th January 2010

I too followed the FSB recommendations for business banking and have been thoroughly disappointed with the online service it is always going down, and I have no branch near me. Every time I ring up they tell me it is getting sorted but it is taking ages and no time has been given for its completion. Can anyone recommend a good business account as I am reaching breaking point!!!!

Posted by Jess on the 4th January 2010

Sadly the only thing co-operative about this bank is it's name!

Three times they have failed to set up a direct debit to make payments to the credit card and always blame the post. Must be the only bank in the UK who will not allow payments to be made to your credit card account by debit card (unless you miss a payment and then they charge you £12) and are not able (or willing?) to set up a direct debit payment over the phone - every other card provider that I have used has done this and to cap it all..., the Co-ops crap procedure takes EIGHT WEEKS when they can actually be bothered to do something about it. If all the other banks, service providers and suppliers can action a direct debit in less than a week, why does this decrepit old bank still need 2 months - do they realise that computers have advanced beyond computers with 186 processors and 2MB memory yet??

I can put up with a crap website for the odd bill I need to pay, but this level of customer service is not acceptable.

Up until now I have had a personal bank account, business bank account and VISA card with them - now all cancelled providing of course they can be bothered to action it.

A very disappointing end to a 20 year relationship with a bank.

Avoid these dinosaurs and find a proper bank that can conduct it's business properly!!

Posted by Steve Woods on the 30th December 2009

Returning to a major high street bank after 5 years struggling with the Co-op. The Co-op was mediocre at best but has struggled with increasing banking regulations and an absence of local presence. The help desk has become cavalier, arrogant and unhelpful resulting in a great deal more time, effort and frustration to get simple banking done. Not worth the more attractive interest rates they once offered.

Posted by WHCTA on the 30th December 2009

I have been with the Coop bank for over 40 years now. Until last year I rated them excellent BUT at the start of this year I was told I could no longer have my freeflow account and would have to move to another account. Take it or leave it. Since then the service has been disastrous. They failed to transfer all my D/Dr and even failed to transfer my income even though I filled in their forms. Having had all my details for so many years I thought they would have been able to manage this simple task. I had mt internet supplier threatening to cut me off, my phone system suspended, and my credit card bills bounced. They even charged me for this privilege. I have been lied to, ignored and shouted at. As soon as I have recovered from my operation I am changing my banker. Ignore all those glowing tributes below if they are more than 6 months old. The Coop has gone downhill fast and has reached the bottom. WHICH magazine has got it wrong. They are now awful. Unfortunately the system requires that I give it at least 1 star although even this is undeserved.

Posted by C Silke on the 29th December 2009

Absolute rubbish.... the worst site I have used. I have accounts with three other banks and they work fine. The Co op internet business banking site is useless. It hardly ever works and you will waste valuable time logging on and being unable to do anything. Today I logged on and the Balance and A/C pages are blank. Don't waste your time with this. I'm changing to a proper internet bank.

Posted by chris on the 27th December 2009

I've banked with the Co-operative Bank for decades and also with smile. In all that time I've never had any problems. Systems have generally worked well and staff have invariably been helpful and friendly. I used to manage a business that had its accounts with another High Street bank and it was a nightmare just getting to talk to a human being let alone getting a decision. And another thing, the Co-op Bank is the only mainstream bank that asks its customers' opinions on ethical banking policies. It's not straightforward trying to be ethical in the kind of world that we live in, but I don't see any of the big banks even seriously trying - but why would they since they exist to make big profits for small groups of already rich people whereas the Co-op, as they say, is 'good for everyone'!?

Posted by Nigel Todd on the 24th December 2009

As a Banking Service I have little issue with them, I do wonder why on earth they recently sent a chip and PIn calculator to every customer. I have no intention of using internet banking, I want to talk to real people and keep real people employed. I also think they need to completely forget about investing in Carbon Trading ideas. These supposed schemes are a con and represent more blatant capitalism which is screwing the planet up.

Posted by Kirk Hunter on the 16th December 2009

Please stop sending me letters saying how bad the business banking service is. You recommend using the service off peak. Right now it's Sunday lunchtime and I cannot even log in. Drop the letters and get the service going. It took about two years to get online banking working, why did I bother? It doesn't deserve one star!

Posted by Malcolm Jarrett on the 13th December 2009

Beware of authorising payments on your Debit card as there is no way of stopping them if the company you are paying decides to continue taking payments. My son arranged a new home insurance policy with the Co-op Insurance to commence on 20th December and authorising them to take the first two installments in advance on his debit card (total £66). They have already taken 6 x £66. No body will deal with it, stop it or refund it and it isn't covered by the direct debit guarantee. Frightening isn't it? Don't authorise payments of this nature on your debit card - we now understand you have more protection with a credit card.

Posted by Lynn Merry on the 11th December 2009

Disgraceful customer service and terrible internet banking. Internet statements unable to give an indication of pending payments, will sometimes show payments as made only to retract them, makes running an account very hard. Recently removed an OD facility with no notice, from an account run for Bills so with multiple DDs, fined £140 in 2 days before I realised what was happening, immediately covered the OD with more than sufficient funds from neighbouring account. No sense of culpability from Bank, dismissive, stonewalling customer service. Will be moving my accounts. The worst bank I have ever dealt with by a wide margin.

Posted by Peter Peterson on the 10th December 2009

Sadly the co-operative bank have still not sorted out their internet banking system. It's a disaster and frankly I've had enough and I'm moving my account.

Posted by Gwilym Johnston on the 1st December 2009

Coop's business online banking is the worst I have ever dealt with, and I have dealt with many. That FSB continue to recommend it is shameful. My personal accounts are with smile - it's worrying that their service has changed not one bit in 5 years, and lags well behind all others I deal with. But that's still better than Coop business which is now far *worse* than when I was last with them 5 years ago. Doesn't bode well for Britannia BS who they just took over.

Posted by William Rankine on the 1st December 2009

Clearly Coop internet Bank is not cut out to be for business account holders. To get a chance of seeing through a transaction you might get in at 8.00am or 7.55pm - not exactly user-friendly hours! So frustrating to get halfway through a transaction and be dropped out of the system and not being able to get back in to see if it has actually been completed!

Please listen up Coop if you want to keep business customers.

Posted by carolyn on the 30th November 2009

Terrible, as a bespoke website developer myself I just can't believe a big company would even let it live!

Posted by Ben Wheeler on the 27th November 2009

Co-op Business Banking is a joke. A website that doesn't work, that means all your payments have to be made by queueing up on the phone (phone staff are VERY sympathetic and say they've been complaining about it too) or by cheque. They've promised to have it sorted in the New Year. Not good enough for this business - and I too followed an FSB recommendation to get here, and won't forget how I ended up with the worst business bank in the country.

Posted by Phil Back on the 25th November 2009

Looking down the list I do feel that some of the comments here applauding the Co-Op bank must have been put there by people with a vested interest in praising the Co-Op. I have been with them 15 years, and have had tremendous problems. They cannot add up, the business web site often fails, and generally the service is pitiful. Today they did not pay a direct debit which they should have paid, they blamed me and then the credit card company, and I spent 40 minutes in a heated argument with them where they would not even hint at that they could in any way be at fault (which they clearly were). As for ethical and polite - forget it. Easily the worse financial/banking organisation I have EVER had the misfortune to deal with.

Posted by Brian on the 20th November 2009

After numerous telephone calls to my mother - on each occasion they were told she was in hospital - Co-op had the unmitigated audacity to send a card, in a red, greetings card type envelope, handwritten, with a postage stamp. I took this to hospital for my mother, not realising where it had come from and, fortunately, opened it for her myself. Thus I was able to fob it off as a mistake. I simply do not understand how a supposedly reputable organisation can stoop so low as to perpetrate this horrendous deception. Needless to say this is being reported to the appropriate authorities. Since I cannot leave this review without giving them some sort of rating (interesting eh?) then the one star should actually be five black stars!!!

Posted by JDT on the 15th November 2009

My husband has a credit card with these people. Does not have direct debit as pays extra every month endeavouring to pay it off. This month, he sent a cheque on 26th Oct - payment due on 3rd Nov. He received a call on 3rd Nov to say that payment had not been received and £12 was charged. Husband disputed this and reluctantly they waived the charge after admitting that the postal problems may have caused the delay. Today he received a letter from debt collections reducing his credit limit by 3,400. He has just rung them and they said he had mismanaged his account once in 2003 - we went on holiday and forgot to pay and was week late!! This was the reason they gave for this reduction. The women you speak to are so angry and rude. My husband is in the process of making a formal complaint - you have to make a stand. I would not touch them with a barge pole - you judge a company like a person on how they treat you when you have a problem!!

Posted by Dawn Walker on the 13th November 2009

Sadly I can only concur that the Co-op Bank is utterly shambolic. We've been with them for about 3 years now and it's clear they're not cut out to be a business bank. Routine gaffes include: messing up our monthly payroll, not processing same day CHAPS payments because they only have one fax machine and it is always busy, and running an online banking service that is more down than up. If you relish problem-solving and stress, this is the bank for you - otherwise, the words barge pole spring to mind. P.S. I would have rated them zero stars but this website would not allow it.

Posted by alex charlton on the 12th November 2009

We have banked with the Co op for 32 years. 13 years ago we took one of their base rate for life gold visa cards. We thought this was a good deal especially over the past year of so with the base rate at 0.5% but the bank has obviously been smarting at these cards and has now decided to close this account with us upon expiry of our current cards - this month. We have managed our accounts very carefully so the bank has no grounds to remove this card - except that it is painful for them. So they have advised no new card will be issued however you keep paying the £10 per month membership fee for a card you don't have etc etc and pay off the balance but we will not send you any new cards. We have spoken with numerous telephone banking people who are of no help. How does this comply with their ethical policy for a long standing customer??

Posted by Mike & Julie Pope on the 8th November 2009

The banking website never seems to work properly, you have to resort to ringing them up and waiting in a queue for half an hour.

Posted by tim fitton on the 7th November 2009

Co-op business internet banking not functioning AGAIN today. How can it be so bad for so long and still nothing done about it? As a small business owner I am regretting the move from Barclays this year - I should have realised the negative signs when it took close to 6 months to arrange our accounts and transfer the direct debits etc. Why can't they have relationship bankers for small business? I am an FSB member but I'm seriously questioning their backing of the co-op a a bank for small business. Their phone banking closes at 12 on Saturdays! Our business operates all weekend. The website is a joke - it looks like it was designed by people who'd done a two week course in web design - it's illogical, hard to navigate and just basically rubbish. That's when it actually works. I too would give a negative star if I could.

Posted by Christine R on the 7th November 2009

I have free business banking via the FSB but am seriously considering moving elsewhere (and will cancel my FSB membership as a result). The main problem for me is that their online banking system is painfully slow at the best of times. I prefer to carry out most of my transactions online but have to resort to doing this either very early in the morning (around 6am) or very late at night (after 10pm). At any other time, the system just doesn't seem to cope. It's a complete joke that a 21st century bank cannot mange a decent piece of software to allow online transactions. I have to say however that the staff have always been helpful but enough is enough surely?

Posted by Loosing the will to live on the 5th November 2009

I can't comment on the personal banking side as I don't use them for that but can very much echo all the comments below as regards the business banking. The online system is completely useless - I just spent 2 1/2 hours trying to make one payment. I've got a business to run - I can't be sitting here staring at a screen desperately hoping it'll go through this time. Staff make all the right noises when you speak to them but ultimately can't fix the problem. I find it so bizarre that a company of this size has such an antiquated and unfit online system. Looking at the dates on some of the comments below there seems to have been the same issues for a couple of years now so I don't hold out much hope for any improvement. I'm moving our company account to Barclays - hopefully they'll be better.

Posted by Fabian on the 4th November 2009

WARNING - Be very careful if applying for credit with this company. I have an exceptionally high credit score on Experian and was recommended this bank as they advertise on the Experian webpage. I was declined a credit application and they refuse to give me a reason other than I did not meet their credit scoring requirements!! The staff are very unhelpful and are very reluctant to pass you on to a superior.

Posted by :( on the 29th October 2009

The staff are very friendly, but they make so many mistakes it is unreal - luckily they pay us £25 for every error they make. The errors include paying people twice, sending money to wrong country, forgetting to make payments, sending unknown people money from our account, quoting wrong fees, forgetting to send cheque books, not knowing if they've sent us cheque books.... Their website is unusable and probably 2 out of 10 times I use it, it actually doesn't come up with an error message. It's soo bad it's hilarious but all the staff are really friendly.

Posted by Elini on the 21st October 2009

When I reported my credit card lost, and the call centre told me they would send me a new card, I was pleased. However I was not informed that they would also cancel my direct debit, which was in place to pay my bill in full. There were automated phone calls and then I spoke with 2 human beings - I thought this had been sorted. My statement arrived, they have now charged me £49.67 merchandise interest + late payment charge, and told me this will affect my credit rating. I have always paid in full and in time. By themselves cancelling my means for doing so, it is the so-called cooperative bank who have put me in that position. I have paid them off and closed my account after 4 years. Their loss - and that of Actionaid. This comment site will not let me post this review until I tick a star. I want to put a minus not a star - this negates the stats - I might have known!

Posted by Niki P on the 21st October 2009

I'm a business customer of the co-op and I am appalled at their poor policy, obnoxious staff and find it incredible that they force customers to use their premium rate phone lines to resolve issues. Their internet banking security policy forces customers to frequently change passwords and if you don't log in to your account you get blocked out and have to ring a premium phone number 0870. After waiting 6 mins, I gave up and rang their 0845 number, I then had to wait 13 mins to get an answer to make my complaint to be told, that they would not change their policy before even escalating the complaint to their management! I was told not to waste my time complaining as they were not going to change their security policy to meet my needs - how irate was I to hear this! They suck! And I'm finding myself a new banking partner.

Posted by David C on the 19th October 2009

The Cooperative Bank have put me in an impossible situation, they do not set up direct debits when I ask them to, they have sent my money to people I either do not know, or haven't asked them to. They have blocked my card with out any notification and left me with no money. I have had to demand my money. They have apologised over the phone. But they make so many mistakes, it's starting to feel like a joke. Some of the people you speak to over the phone are really nice and polite, but still they make mistakes. The Branch is so bad, it seems like they are deliberately obstructive. The Cooperative promote themselves as an ethical bank, but they are not ethical when it comes to their customers. I have been with the Cooperative for 10 years plus, no more, had enough. Do not bank with these. Avoid.

Posted by unhappy on the 15th October 2009

I really can say nothing but excellent, about the service I have received from the Cooperative. I am a pretty new customer and have never worked for them - I am a studying Psychologist. I can really only imagine the only time any body could possibly slate them is when maybe they have made a little hiccup themselves? Everybody has problems now and again, we all have - me included! Natwest screwed me up big time - but there again, the account wasn't run in accordance with what they expected - so my own fault really.
I have just come off the phone to their customer service staff after making a point of telling them their service is impressive (this was after using telephone and internet banking prior - with no problems). A company attempted to take a large sum of money from my account today, then rang me to let me know it had been declined. I didn't understand why, as the money was in the account - they advised me to call my bank to see if it had been classed as potential fraud - and that is exactly what had happened! Fortunately too! as £100 more than agreed had been put through! The lady on the phone was lovely - really helpful and said I will take it off and you will be able to use it within 10 mins! I have been really ill and not using my card much - so for them to spot it was great and shows they really do work for the customer. I can deposit cash with my card at any post office and it is in my bank immediately. I withdrew cash abroad - no problems at all. My local branch has a lovely seating area with free refreshments whilst you wait, I am also a member with them and use their shops for groceries. I am always sorry for anybody who receives poor customer service but I personally can't knock these guys. I recommend them wholeheartedly! They will also issue a debit card to people who have suffered problems with their previous bank - they basically gave me a chance after a rough patch and I'm very grateful of it. Not many will!

Posted by Louise P on the 11th September 2009

This bank is undoubtedly a complete waste of time. It was only after I read the reviews on this website I realised how epidemic the problem was. Forget about the five star reviews (so evidently written by their employees!), the Co Op leaves much to be desired for:

Recently I went to take out a mortgage with them, things got off to a bad start when the adviser arrived late and complained that their branch was understaffed. Despite me specifically stating I wanted to arrange a mortgage in principal; they told me I couldn’t do this anymore and that all they could do was “take down my details” – it sounded like something straight out of book that should be called: “pass the buck rip-off Britain”. Things took a turn for the worst when I agreed to take out one of their current accounts too. I did this by providing all the relevant identification and was told I would be sent a letter in the post to confirm acceptance. A few days later sure enough a letter DID come through, but it told me that my account could NOT be opened because it required identification details – the same details I’d given them in the branch! I then contacted their call centre to explain this to them but NO ONE in their call centre had ANY evidence of having sent me this letter. Its like I didn’t exist! As they say – it gets better. A few days later I mysteriously received another letter telling me that my application HAD been successful and that I would soon be receiving my cheque book etc etc. This did come through but they had spelt my name incorrectly!! This beggars belief, I don’t exactly have the most complicated name in the world. By this point I decided enough was enough and made a point of contacting them by phone to see how I could cancel the current account. Surprise, surprise they STILL had no record of me as a customer despite sending me a cheque book and debit card!! They told me to visit a branch to resolve the issue – a totally inappropriate waste of time – and an answer probably read off a script by the call centre attendant. Eventually I found details of an address to write to on their website; why the call centre attendant had not mentioned this to me in the first place escapes me. After sending a letter by recorded delivery to cancel the current account I got a reply after THREE WEEKS. I’ve been saving the best till last, now tell me: if you were expecting a letter back confirming an account close sure enough you would laugh you’re head off if you received your OWN letter back with a hurriedly hand scribbled note on the side saying ‘account closed’ – wouldn’t you? Well…that’s EXACTLY what I got back!!!

I’m not the kind of person who particularly likes the internet and spends time writing pointless reviews on Amazon and YouTube et al; but this warrants a review to help protect anyone considering an uptake of the Co Op’s services. Having come into contact with various retail banks over the years I have never experienced such totally abhorrent levels of customer service [with the exception of a few low-budget airlines, which is to be expected] and equally such a high level of professional misconduct that borders illegality in a time when the banking sector is SUPPOSED to be more astute in its dealings, and globally security conscious.

Now: one could logically assume this is an isolated incident, however; on evidence of all the other poor reviews here, common sense prevails that there is a definite objective case for avoiding the Co Op bank - or Carry On Co-Op as I now like to call them. Don’t get suckered in by the ethical marketing, its all just hot air to sell you a poor quality service. The reality is: no bank can operate ethically. By principal the global banking sector is founded on morally dubious principals. AVOID, AVOID, AVOID!

Posted by John Stevens on the 3rd September 2009

I am almost at my wits end trying to get a response from the coop bank about my mortgage. This has been going on for nearly two years and no-one, but no-one is dealing with this competently, when they do deal with it. They keep sending letters to an address I moved from 2 years ago, and half they time they do not even bother to read the letters thoroughly. They have admitted errors, but still the problem persists. I am passed from one person to another and have not had a competent and reliable response. I still do not know who the Head of Mortgages is or indeed the CEO.
As soon as this is sorted I will move my mortgage to another bank. I DO NOT recommend the coop bank. Their customer service ethics are very, very poor.

Posted by ruth on the 2nd September 2009

I was made redundant so struggled to manage with no income, I went overdrawn on my account by 17 pence in July no charge was made by the bank. But my card was due to expire the end of August. In the meantime I got a new well paying job with July and August pay going into the account. The sat of August bank holiday I received a call from the bank informing me they were cancelling my account as of Monday Midnight. I thought the Coop marketed themselves as an ethical bank, is giving me no notice to sort another bank account out as it was the bank holiday ethical? Thanks Coop its a shame your customer ethics are not as good as your third world ethics. Stay away from this bank at all cost its just as well I was not abroad at the time. If you want a laugh use there pathetic internet service I think the Chairmans Kids must have compiled at school.

Posted by Andy on the 30th August 2009

The Cooperative Bank are now charging £8.00 per month for the Privilege Account, your mobile phone is insured and you get an overdraft of £200 etc. Are we being ripped off????? They are always trying to take your money when you call and sell you this account and also grab your savings if you have any.

Posted by Karen Porter on the 26th August 2009

Generally customer service 10/10 when you contact the bank yourself. Was in serious debt when opened account and they were really helpful (i.e. the only place that would give me an account!), however they have now decided to close my account as I have had 3 bank charges in the space of a year (one of which was not my fault and was refunded by the organisation). Communication really seems to be an issue for them, I don't actually really dispute the fact that they are closing my account, fair enough if that's the terms and conditions that I agreed to when I opened the account (yes I know that I should have read them properly!), however, it really does seem a bit persnickety!
The only reason that I found out my account was being closed is because I contacted them with a separate query, a phone call or letter would have been nice! Had a similar problem last year when my debit card was cloned, fair play to them they blocked my card as soon as they realised what had happened quite rightly so and I am grateful that they did, but it would have been nice if they had told me about this before I had it declined in a busy shop with a large queue of stressed out Christmas shoppers behind me!
Internet banking runs a few days behind, so you have to phone to see what your available balance actually is. Very inconvenient but they are very helpful when you call. I am giving 2 stars, but only because of the fantastic service that I have received from the employees in the call centres!

Posted by weefee on the 17th August 2009

Smile internet banking is a joke. They do not reply to secure messages straight away. They are prioritised according to the title they are entered into. It took them 7 days to reply to my question and that was after one more secure message and a phone call from Thailand. Their reason for the delay was sickness and holidays. Believe it if you will. Taking into account their difficulties I requested an international money transfer. It took 3 days to respond to my request. 6 days later I'm still none the wiser if it's gone ahead. Their service is bad and only 6 months ago they offered me 25 GBP compensation for cocking things up. I stuck to my guns and requested 100 GBP compensation paid to the Army Benevolent Fund. They dithered but eventually they coughed up. SMILE bank is going down the pan.

Posted by Michael O'Hare on the 14th August 2009

All I want to say is if you are a small business in this recession and you are looking for a friendly and co-operative bank to work with you, then find a friendly and co-operative bank, but don't use the co-operative. You need a bank with a branch in your town in order to deposit monies daily. If you bank with the co-op the likelihood is the bank is not on your dooorstep, you have to deposit monies over the post office counter or the like and merchant services (streamline card payments) take at least 3 days to hit your account. Not good for cash flow when you need the money in your account on the day to cover payments going out on that day. The staff in our local branch (50 miles away) chew gum and tell us the computer says no. Apparently when we go and deposit cash they say they only deal with personal accounts and not business accounts. Do I really live in the 21century? I think I do and I think they have just crawled out from under a rock.

Posted by catherine davies on the 6th August 2009

Customer led, ethically minded - not in my experience. 3500 redundancies since 2004 and with the Britannia merger - more on the way. Just another bank really.

Posted by Chris on the 5th August 2009

I have written a letter asking for an explanation about a letter I received concerning my account. This was over three weeks ago. I have not had a response. Hoping to be able to find an email address to customer services I eventually found this site. I wonder if it will rattle the cage?

Posted by Frank Watson on the 21st July 2009

They have just declined me a new cheque book (but still sent me a new cheque guarantee card), no warning, nothing. I lost my job 2 years ago and went overdrawn for about 2 days while I waited for my redundancy cheque to clear (£30k +). They immediately invalidated my debit card even though I had told them what had happened. I am now bringing home over £4k a month but they have declined me a cheque book because of 'adverse information' on my credit file. Well derr, of course there is adverse information - I got into debt and am now clearing it. I have never missed a payment on my debt management plan and all of my creditors are satisfied with the payments I am making. AVOID THIS BUNCH AT ALL COSTS!

Posted by Andy Gardiner on the 8th July 2009

The co-op bank have just withdrawn my banking facilities because I went overdrawn for less than a week following bank charges that they themselves applied. They're fine when you've got money, clearly, but not interested once you've lost your job.

Posted by catherine cullen on the 29th June 2009

I have been a co-op bank customer for 34 years and never had a problem with them. I recently booked a flight and the guy said that my payment was not been accepted. I told him I would call back when I had spoken with the bank. When I telephoned the bank they said it had been referred to the fraud department. I spoke with them and explained they were quite happy and my payment went through. I was glad that co-op bank was taking in interest in my transactions and that they are trying to crack down on fraudsters. I just wanted to say a really big thank you to them, I was IMPRESSED.

Posted by Julie Wood on the 26th June 2009

I have read many of these comments, and all I can say is... all those 'personal' customers who rave what a great bank co-op is, then you have no idea of the requirements needed to run a business in this millennium. The co-op site is far from useable, and the security offered bearing in mind we are talking businesses with generally much greater balances than personal customers, is non existent. Don't get me wrong, the staff have been brilliant... at apologising for their web development's utter incompetence.. This is 2009, and their website is still pre-millennium.. Wake up co-op or your business customers who you make the real money out of, will be gone!!!!!!

Posted by russell mitchinson on the 5th May 2009

The Co Operative Business Banking Internet System is consistently crashing and going down. When you phone the Internet Banking Customer Services they have a taped message which says: "We realise that some Customers may be experiencing problems accessing their Accounts - we are aware of the problem and hope to remedy it as soon as possible."

This has been going on on and off since we joined last year, but unfortunately it is getting worse and in fact it hasn't really run effectively for the past 4 days 6th April - 10 April 2009. The telephone Staff are always polite and apologetic but are unable to offer any hope to the Customer. I was told last year that they would be changing to a new System early this Year but today, I was told that there would be no new System just a change of Service Provider (but not until the end of 2009). I think the Co Op will lose an awful lot of Business Banking Customers in the meantime. I can not understand why the Co Op Directors are not looking at remedying this problem quickly ?

Posted by KEVIN BELSHAM on the 10th April 2009

Anything out of the norm is a great effort, the call centre seems to be run by adolescent kids who have no idea about banking practices.
In January this year they advised my account was £4K in credit more than it should have been and when I moved money about and subsequently found out I didn't have that amount, they lost the recorded conversation. They promised a £15 goodwill gesture and it never arrived despite lots of chasing.
2 weeks ago I applied for a bankers reference, I was told it would take 48 hours to respond to. I'm still waiting and the adolescent kids in the call centre just promise call backs (which never happen) or transfer me to my local branch (who have no idea about the request). They regularly 'discontinue' savings accounts and zero the interest, and never advise. Overall, avoid. I've been with them for 15 years and they just don't value my custom and never seem to want to correct their errors. It's a shame as I'd like to support a locally based (Manchester) bank.

Posted by chris on the 9th April 2009

I have banked with the cooperative bank for over ten years
- internet service 10/10 never had a problem;
- armchair banking 10/10 never had a problem;
- credit cards 11/10 as I have a rate for life card (no new ones issued now);
- security 5/10 when my wallet and cards were stolen, another bank allowed the thief to draw money on my cooperative card without photographic ID, and also exceeding the normal daily limit: surely preventable nowadays.

I have no real gripes about the Cooperative, and I have banked with 4 major banks over the years and found each to have their failings. On balance, I find the Cooperative perfectly fine.

Posted by Jon Lambert on the 6th April 2009

It always makes me laugh when I see people like this one question.... Why don't you move banks?

Posted by Lisa on the 2nd April 2009

Having banked with the co-op for 15 years plus, and having numerous accounts with them, I have never had any problems at all. Internet and telephone banking works really well and staff are always helpful, friendly and polite. When we had a card cloned and several hundred pounds taken from the account they informed us of the suspicious activity within hours and credited all the money back immediately before we even realised there was a problem.

Posted by Elin Daniel on the 23rd March 2009

The most misnamed bank ever - I have had nothing but problems, they are not really an internet bank and the site is like something a 6th form IT student could produce. I have had nothing but problems and the staff are very patronizing - avoid!

Posted by SALLYE on the 22nd March 2009

We opened a bank account at the co-op in 1980. They lost our opening mandate! They confused our company with one that was struck off and we took them to court to recover the money in the account, this took 2 years and 100s of faxes and emails as all ignore them and never reply. We have recovered the money but after a year we still cannot recover our costs. They are a totally incompetent bank and during the time we had an account with them we had nothing but trouble.

Posted by paul harris on the 16th March 2009

We have numerous business, charity and personal accounts with the coop bank and have never had a problem. If the internet bank is down a quick phone call ensures that all my bills/salaries are paid. Staff are always polite and easy to work with. We had a problem with a wrong debit from one of our cards once, but that was quickly sorted and we were refunded.

Posted by Maggie birley on the 9th March 2009

I'm now over sixteen and planned to start work soon, to do this I asked the co-op bank to open an account for me. This was done over the net in January this year I have still not heard back from them!

Posted by Chris Coombes on the 4th March 2009

Co-op Bank have incorrectly debited me twice for £1200 airfare. They then declined my debit card and when I called refused to provide any communications or apology. Very poor service. Very poor customer communication - so much for TCF (treating customers fairly)!

Posted by karen on the 27th February 2009

Poor customer service. will remove overdraft facility without informing you and charge you for being overdrawn. AVOID at all costs

Posted by Adam on the 23rd February 2009

i have banked and worked for the co-op bank for the past year ive found them as a customer very polite and if i needed something done i was done streight away. even if my career doesn't last with the i would always bank with them i think there supurb

Posted by Christopher Garner on the 12th February 2009

Avoid 'The Cooperative Bank' at all costs, I've had the misfortune to deal with them on a business and personal credit card level for 25 years and their behaviour is nothing but cooperative.

They only lend money to businesses that don't need the money and they are now embarking on a huge reduction on credit limits to existing customers which makes me wonder how solvent the Cooperative bank really are. No credit facilities = insolvent bank.

Thank god I withdrew my money from this ethically unsound and unsolvent bank.

Many other banks are offering better rates than the cooperative bank - which isn't really unsurprising considering the problems they are facing. Withdraw your money tomorrow before its too late.

Posted by Harry. on the 5th February 2009

i tried many times to negotiate with my bank for a top up of an overdraft but still have not had any help.
please if you could try to review my case ,...i am really in need.
many thanks

Posted by ms. e. kalanga on the 4th February 2009

I moved to their Business Banking from RBS to take advantage of the higher values that could be processed daily - what a mistake! Internet banking is real 'mickey mouse' - always down, poor quality pages, low security. AVOID AT ALL COSTS!

Posted by John Brooks on the 27th January 2009

Cooperativebank have always been very helpful and the website has ALWAYS been available to use on the numerous times I have entered into it.

They have an excellent telephone manner - only one gripe, they used to answer the lines pretty quickly and now you have to wait a while.

Posted by Gary Shaw on the 26th January 2009

I have banked with the Coop Bank since the 1960s and never had a problem either by phone, branch or internet. The Current Account has always been free to use

Posted by ian hume on the 23rd January 2009

I've banked with the co-op for 10 years and so far they've been excellent. Streets ahead of anyone else.

Posted by arf on the 19th January 2009

The Co-operative bank are about as ethical as Robert Mugabe managing a branch of Macdonalds. As a Business client the website is down more than it is up and running. When it is accessible it is extremely slow to navigate and to download pages. We are a small start up business and so far The Co-op has 'lost' personal deposits of £6,000 TWICE and refused to increase a business overdraft to more than £500.00 for ONE month despite putting nearly £60,000 worth of business through the account in our first 18 months of trading. One star because there is no option to leave none. At the first opportunity we will be moving our account to HSBC or Barclays, which no doubt will be no better but at least they have business branches and business can be carried out face to face. Co-op you need to send your telephone banking staff on some customer service courses! You also need to think about future business to be gained from start up companies.

Posted by Frustrated Customer on the 13th January 2009

i have banked with the coop since 1974,i have not had any of the experiences detailed by your other reviewers,i have banked on line for the last two years and the only time the site is down is when the system is being updated and each time the information was online in advance.
i have my mortgage and several other accounts with the coop and being a member and using travelcare for holidays i get a yearly divi.staff are always pleasant and eeficient at branches and on the phone.

Posted by david conway on the 1st January 2009

Providing you can keep your current account in credit and don't go overdrawn they are great. I have been a customer for 42 years I have my mortgage with them and have converted several right wing friends and 2 wives ( one ex!) over to the Co-op without complaint.

Posted by John on the 31st December 2008

I applied for a loan by telephone, the details were all taken and accepted and I gave a memorable name, etc. I was told to expect paper work asap. 6 days later I rang to ask is papers had been posted and found that there was no record of my application. I was promised a call back when the relevant adviser returned from lunch. 4 days later I am still waiting. Customer relations!!!!!!!

Posted by David on the 22nd December 2008

I have alwys used the Coop and never had a single problem. All the staff on the armchair banking line have been excellent and I feel confident that they are there to help and not hinder.

Posted by Ena-Maria on the 19th December 2008

Hardly any branches, phone service okay but the business Internet service is constantly down rendering it pointless. I complained 6 months ago and received one of those we working hard to rectify.. letters. Still no better. Forgot all the ethical stuff until you can get a basic internet banking service in place! I use Natwest internet banking and it's streets ahead. Avoid if Internet banking is important to you.

Posted by Rob on the 15th December 2008

I am surprised to hear so many negative comments. I have banked with the Co-op for over 10 years as have most of my family. I have found their phone banking to be very friendly and efficient. The internet banking also seems easy to use and logging on several times a week I have never experienced technical issues. I'm proud to bank with them due to their ethical policy and the financial sability they seem to have maintained during the banking crisis.

Posted by Henry Painter on the 13th December 2008

Ethical schmethical! I have banked with this bank for about 8 years and until now they provided me with a relatively good service. Lumping overdraft charges onto my account of £30 per day + £20 admin charge without informing is surely counter to what they claim to adhere to in the Banking Code? Other banks help you when they see you could be struggling...not so with the Co-op. The push you under when you're down. And I'm only talking 10s here not hundreds yet they freely lump on 100s of pounds worth of charges!!

Posted by soosie on the 21st November 2008

Just been refused a bank loan for £10,000... first time EVER at the ripe old age of 48. In full time employment earning in excess of £40,000 per annum. I have an excellent credit rating 975/999... ????? I'm confused!! I would like to use zero stars but that is not an option!!

Posted by tina on the 20th November 2008

The staff in my local co-op are very rude calling me names... refusing to give her last name and the reason? They had closed my boyfriends account with £228 and we wanted it, she wanted us to leave money in a closed account!!!! I had opened an account myself with these but it will be instantly closed, I will not take staff treating me that way and neither should you!!!

Posted by Louise Hill on the 18th November 2008

The Co-Op bank claims to be ethical but is not so morally superior when dealing with people who have debt problems. A friend fell into debt when widowed and the Co-Op was the only bank who would not listen and then, when she used a third party debt management service, refused to freeze interest to give her time to pay. Thanks to other banks understanding her excellent financial record her debts are now clear. But NO THANKS to the ethical profit-making Co-operative.

Posted by Rough Treatment on the 17th October 2008

There must be two Coop Banks. I've had my personal accounts there for 26 years and they have been faultless - not a thing that I would say about anything else in this country. I deal with most other banks on behalf of my customers and it is a joy to do my own banking through the Coop afterwards. It is pleasant, smooth and completely reliable in all respects. I wouldn't go anywhere else. Shame there's only five stars!

Posted by Jim on the 15th October 2008

Having been a current account customer for over 20 years, and a business account holder for 8 years, the time has now come to change. Over the last five years the service has declined, to the point where queries are now handled by call-centre staff (who are unable to make decisions, and who will not even offer there surname, should you need to speak to a manager). Managers are increasingly reluctant to deal with problems and just blame the call-centre staff when things go wrong. I have recently incurred over £100 bank charges for a stopped direct debit of £3.50 which was their error! After 20 years of banking they will not refund these charges, and seem quite happy to lose the business. Rather ironic, as they are offering £100 credit to new customers. They should consider looking after their existing customers, as so many appear to have lost total confidence in this bank.

Posted by steveml on the 15th October 2008

I too am surprised at the number of negative comments. We have both business and personal accounts and the service has been excellent, personal and responsive. I recommend them all the time and am quite proud of the way that they have managed not to be at the forefront of all the recent disgraceful happenings. Well done FSB for associating with them.

Posted by Joyce G on the 13th October 2008

Recently a cheque I issued as a wedding present went astray and in response to a request from the bride I cancelled it. The Coop charged me £10 for doing this despite the fact that at the time I had £73K in my account. I'm always well in credit so the bank earns quite a bit from me. I have asked for the £10 to be refunded and have heard nothing.

It's time to move banks, isn't it?

Posted by monica neville on the 13th October 2008

I too have always had good service from the Cooperative Bank, including excellent internet banking. But I only have a personal account and not a business one, so I can't speak for that. It seems, from other reviews, that they've got it right as far as personal banking goes and they now need to offer the same excellent degree of service for their business customers. I can't see how they could be possibly worse than all those other big banks.

Posted by sue wood on the 13th October 2008

The Smile banking service is great. The privilege premier account is a little expensive at £12 per month but the free worldwide travel insurance and breakdown cover are now boosted by a selection of different insurance options or even airport lounge service. The overdrafts aren't renewed automatically which can catch you out and they are now subject to a £20 fee making them less attractive. They have resolved issues without too much fuss previously which have included duplicate payments taken from my card.

They now seem to be a pretty safe bank to to use and I'm happy that my savings are with them.

Posted by Claude Benson on the 10th October 2008

I have had personal accounts with the cooperative bank continuously since 1970. Over that time the service has been excellent and when I have needed help or advice they have been very supportive. I particular value the being able to drop into a branch to deal with people face to face. Perhaps my only criticism is the number of surveys and telephone questionnaires I get. I recently suggested to someone who was investing to contact the coop bank instead they contacted another financial advisor who described the coop as a 'dull' bank. In the recent downturn they lost a considerable amount from risky investments. Given the recent turmoil I think I prefer to stick with a 'dull' bank that has established a position around ethical issues rather than get rich quick schemes.

Posted by Tom Smith on the 10th October 2008

I've had savings accounts, credit card and mortgage accounts with the Co-op Bank for a number of years and have never had anything less than excellent service. The staff in branches and on the telephone are always excellent, friendly and helpful. Those people who are complaining about the bank's ethical policy seem to be misinterpreting what it is. The ethical policy is about the investment of its money in ethical sources and being mindful of green issues wherever possible. As a co-operative, each bank customer is a member of that co-op and their choices, resources and investment steer the course of the co-op. If you choose another bank, you are not a member, just a customer and the bank is steered by shareholders whose interests are not necessarily the same as yours. I chose the Co-op Bank because I wanted a say over where and what my money is invested in.

Posted by P Johnson on the 9th October 2008

Great bank. Online banking works fine and telephone banking is good too. Banked with them since 1975 and they're highly recommended in my book.

Posted by Tim King on the 8th October 2008

So it seems one is either a one star or a five star comment. I have done my personal banking with the cooperative for 18 years and have always had very good service at the branch, on the phone and on-line. Any mistakes have always been cleared up quickly. Despite the terrible music when on hold, I still give the bank five stars.

Posted by Maurice on the 8th October 2008

Best bank in England, living here for over 8 years (from ECC), helpful staff, never ever any hiccups, smile just right for me.

Posted by Luise Hein on the 8th October 2008

I am surprised by the negative comments. I have banked with the Co-op since the NatWest messed up my accounts twice in 1973. I have never had a problem with them. The branch staff are great, everywhere I have been, and the phone in service is good too. I don't like the interface of the on-line banking as much as some others, but it works fine. The interest rates aren't the highest, but I do get a 'divi'.

Posted by a Happy Customer on the 4th October 2008

I've had absolutely brilliant service from Smile, the co-operative online bank, and I would have no hesitation at all in recommending it to others.

Posted by Barry Jackson on the 29th September 2008

I am amazed and disappointed to find so many negative remarks on this site. I thought I was the only one with a complaint against the Co-op Internet banking system. I am making efforts to remove all my money and would not recommend this bank to anyone. Zero Star rating for this excuse for a bank.

Posted by Peter Kelly on the 26th September 2008

I have banked with the Co-operative bank (well Smile) with my personal account for years and never, ever, had a problem. Their internet site is always working and staff friendly and helpful. I wonder why the service they provide (particularly, it seems, the internet banking) to business customers is so poor? Come on Co-op... sort out your business banking and make it as good as your personal banking!

Posted by Dan on the 6th August 2008

Over many, many years I've had faultless internet personal banking with the Co-op.

Posted by Ken Ward on the 4th August 2008

We echo all the negative comment on business banking. The online banking service is appalling, Co-op have now given a new meaning to double entry by double debiting! They couldn't care less about customers, they ignore basic good practice, the banking code and common sense. We are actively seeking another Bank. Rating should be 0 stars.

Posted by Colin on the 23rd July 2008

Found them to be excellent. Smooth changeover from Lloyds to Co-op; FRIENDLY, mature people on the phone bank; online banking - no problems, all easy. Much less junk mail. All a million timesd better and more personal than Lloyds TSB. So far - so good. I moved to them because of their ethical policies.

Posted by Sarah on the 11th July 2008

completely fab every time

Posted by lucy stepto on the 9th July 2008

I too have had my overdraft limit reduced without explanation even though I am rarely overdrawn. I've tried to discuss this with customer service, but it always seems to be a case of the computer says NO. Other issues I've had recently lead me to believe that the Coop doesn't want my custom. I too am looking to move my account. Are they in trouble?

Posted by janet ashdown on the 16th June 2008

I should never have switched to Co-op business banking, it's been a huge mistake. The internet service is practically useless and is frequently down. Personally, I think FSB has a lot to answer for endorsing them

Posted by Hugh on the 28th May 2008

Terrible service, never get back to you when promised. Have moved on to another bank and it's the best thing I've done. Would like to leave 0 stars.

Posted by Michael Moneypenny on the 20th April 2008

Lots of gripes with 0845 numbers, quite agree morally wrong; they mess up and then charge you when you phone up to sort it.
Best wheeze I've discovered is say no to 0870 website gives all the free 0800 and geographical numbers equivalent to 0845 and 0870 numbers. That's www.saynoto0870.com. Brilliant, small victories do you good!!

Posted by phil manley on the 6th April 2008

Internet banking is SO POOR it is unusable.

Posted by B Benster on the 25th March 2008

Online business banking is appalling. Completely unreliable, and painfully slow and inflexible during the time it is available. I deeply regret joining them. Only the hassle of uprooting keeps me there, and that may well change...

Posted by Chris Collison on the 5th March 2008

I have been with the Co op bank since 1980 and I have had a number of loans over the years which all included PP (which I never ever claimed on). When I changed jobs after 15 years I continued making the loan payments plus PP, no one queried my change of work payment from monthly to weekly salary payments into my account. As soon as I applied to make a PP claim (2005 due to severe arthritis) nearly two years into a 3 year as I couldn't work due to awaiting a knee replacement I was informed that it was nothing to do with Co op. and you need to speak to insurance company who then informed in their jargon I had changed job and I wasn't covered (after leaving permanent job after 15 years taking a temp job for 3 months that lasted 17 months, then taking a job which only lasted 10 weeks due to my poor mobility). I ended up with £57.50p Incapacity allowance a week to live on still paying my bills loans etc. (not hb or c. tax). I then had to have a knee replacement for which I received an extra £50 DLA a week for a few months, which helped keep me a float, pay my bills and loan until I returned to work. What happened to the caring sharing Coop. I'm still with the Coop only because I'm shaking hands with the devil and don't want to go through hassle of changing bank account.
I did inform Coop that on no account should they ever try to contact me regarding loans in future as the comments I would make would not be repeatable. Ethical my eye. Staff star 3. Ethic -0. I have to give star rating before this is processed so will give it one star.

Posted by colin- slightly bitter on the 21st February 2008

I was given three weeks' notice by auto-letter that my £500 overdraft would not be renewed (I had to phone to get the news). The only times I exceeded it were due to charges which I vigorously disputed and had refunded. All the Coop call centre say is my account has adverse information on the computer screen. As for finding a real person to complain to, that's a joke.

Posted by luke on the 16th February 2008

Never had any problem in twenty years with the bank and have always found the call centre staff helpful. Recently my credit card was cloned and they refunded the money lost to my account promptly.

Posted by John Barrett on the 3rd February 2008

Online Banking is so unreliable, it's virtually useless!

Posted by Shaun Leonard on the 23rd January 2008

Banked with them for years, they made a mistake and I suffered; it went on for 6 months. Nobody phoned when they said they would never a supervisor on hand all the crap you know happens at the coop, finally the woman from the bank phones me and says "we couldn't phone you in the 48 hrs, we said we would but we will give you £15." I said "but you charge me a minimum of £30 if I mess up", she hung up!!!!!! I'm gone from the Ethical bank went to an unethical bank, wish I had done it years ago.

Posted by Fake Idee on the 18th January 2008

After about 40 years I can't fault the branch staff - excellent personal service in Southampton for about 30 years, familiar faces for many years recently. Online banking works quickly and efficiently, call centre staff helpful and efficient. Maybe some products not as cheap as other banks, but a better ethos. 'Top' Managers need to remember that, and not succumb to profit at all costs (to customers of course) approach of competitors.

Posted by Mr T B Moore on the 9th January 2008

I was told that my account had been flagged, when I asked them why, they said they didn't know then asked me to send my credit report by post to them. I said do you think that's wise? They said it's was the only way and that was it, Iim leaving after 25 yrs with them.

Posted by David Line on the 28th December 2007

I think the difference here is personal banking not business banking. The personal banking seems to get good reviews. The business banking is another matter altogether!

The business banking at the Co-op is awful. Our company took up the offer of free banking through the FSB. What a mistake. I don’t think I have ever got through to their business customer service department in less the 30 minutes. It’s usually more like 45 minutes.

The web site is down 1 out of every 5 times I need to use it. The other times it is really slow and intermittent. I can spend sometimes up to an hour to make a single payment as the web site takes so long to respond. The sessions time out and I get the errors detailed above. Then you try to log back in and it won't let you because you already have an active session. So you need to delete all your cookies and try again. I manage the payments at my company and I think I can save about a day a month by transferring to another bank. Luckily, we are in the process of doing this. I can’t wait.

My advice. DO NOT USE THE CO_OP business banking. They are rubbish!

Posted by Simon Clark on the 20th December 2007

The Co-op's business internet banking service has been unavailable for a week, occasionally comes back to life but is so slow it is unworkable. I'm unable to pay my staff and suppliers before Christmas causing massive inconvenience to all concerned. The internet banking service is useless and unreliable when you need it to be reliable - month end, quarter end, year end, VAT return due dates. I'm switching bank in the New Year.

Posted by Paul Robson on the 19th December 2007

I moved my business account to the Co Operative bank earlier this year. This was due to the deal being offered by the bank and FSB. The time it took to process the paper work should have been a warning. They just cannot cope. The internet banking of down more hours than it operates.
As a manager said the get a time when you can not put band aids on band aids. I regret having made the move. I would rather pay for the service that have this so called "free banking". What really gets to me is there is no explanations or apologies from the top. Rated -1

Posted by Ian Hill on the 18th December 2007

I refer to an account that had been running for over 20 years. The bank made an error and closed which they have now admitted was an error, the staff have lied continually since February this year! refused to deal with the matter and caused us to issue court proceedings in which they have continued to lie!!

Posted by Paul Harris on the 12th December 2007

1. I resent having to use an 0845 contact number at around 4p min when our system normally costs only 1p per min
2. Why don't they tell you when you phone that instead of going through all the options you can just press ## and get straight through to an operator.
3. They are NOT ethical! They charge double what other high street banks charge for a CHAPS payment.
4. Neither is what they are doing with outsourcing in Manchester very ethical!
5. The people that work there are great, the senior managers, those right at the top are in the dark ages!
6. No, I don't work for them and never have.
7. Otherwise they are great!!

Posted by B. Burgum on the 4th December 2007

Are the Coop another Northern Rock, about to tumble?
With no warning they reduced my Credit Card limit by 90%. When I spoke to the call centre, all I got was "very sorry", but they could not give any reason for this action. Time close the account perhaps?

Posted by Allan Beeby on the 28th November 2007

I like the ethics and staff are friendly when you call. But they have made repeated mistakes on my mortgage account and seem disappointingly inefficient.

Posted by James Price on the 18th November 2007

I opened an account at the coop because I thought they put customers before profit. Not the case any more. Lots of customers have had their credit limits and overdraft facilities reduced without notice. What sort of customer service is that?

Posted by Jean Lonsdale on the 9th November 2007

Is the coop going down the northern rock route? Loads of managers made redundant, top brass in chaos, call centres running accounts. No straight answers from managers when you track one down. Answers on a post card please to the chief executive, whoever he or she is?

Posted by Greg Grant on the 9th November 2007

What is going on at the coop bank. Credit limits cut without warning, no satisfaction from customer services, even when you manage to speak to someone who seems to know what they are talking about. Is the bank going into meltdown?

Posted by Mary Walker on the 9th November 2007

Don't customers have a right to be informed of changes to their credit limits before the coop refuses their credit card and causes embarrassment? Lots of my friends pissed off with the arrogance of the hierarchy at Balloon Street...

Posted by Steve Cooper on the 9th November 2007

Credit limits reduced, overdraft facilities taken away without any consultation. Is this the ethical bank? Is the banks policy to treat customers like that? Time for a change me thinks....

Posted by Ginny Edwards on the 9th November 2007

Even sending a letter special delivery to the chief executive failed to get a response to my complaint. Customer service is awful. Now trying the banking ombudsman.

Posted by Tony Callaghan on the 9th November 2007

In the last year the Coop has become the pits. Had an account since 1986 but recently trying to get satisfaction from customer services or the 'call centre' has become a nightmare. Time for a change. Ethical my foot!

Posted by A. J. Callaghan on the 8th November 2007

Many colleagues tell me that credit card limits have been reduced without consultation, overdraft limits cut, again without a by your leave. What s going on?

Posted by Anthony Callaghan on the 8th November 2007

Banked with them for 22 years, utilise their credit card, current account and home insurance. Absolutely excellent service - cannot speak highly enough.

Posted by Phil Basten on the 7th November 2007

The online business banking system has been an ongoing disaster for the last few years.

Love the principles - but without a working online system it is useless for me.

Am changing to another bank.

Posted by Kevin Bailey on the 18th October 2007

I have had a credit card with the coop since 1993 until recently with a limit of £3650, never exceeded and always paid off in full. The limit was reduced in July to £500 without consultation and repeated calls and lately letters have produced only a statement that they think it a suitable limit since I have not exceeded this amount recently. What is going on?

Posted by Alex Mackenzie on the 12th October 2007

I have banked with The Co-operative Bank (business) and Smile (personal) for over 7 years. Whilst I have no issues with Smile, the service I get from the Co-operative Bank is very poor. The internet banking is slow and unpredictable - not been able to log on, there is a constant problem even with high-speed broadband. I have also had problems sending them letters with written instructions. It takes them 3 weeks to respond and on the last instance they carried out the wrong action with no apology! I originally went with the Co-op because of their "ethics" but they clearly don't seem to have any ethics of customer service so I'm taking my business elsewhere.

Posted by C Mark on the 9th July 2007

I have banked with the co-op since 1989 whilst a student in Manchester. They have always been very efficient and the online service works well, in fact my kids also bank with them as they share my ethical concerns about 'dirty money'. The staff are helpful and knowledgeable on the phone, so would recommend them.

Posted by Mr Holt on the 14th April 2007

I've banked with Cooperative Bank for a considerable number of years and also online fairly recently. Excellent in every way. No problems. Friendly,helpful staff. No 'pushy' sales. Can take a while to get through on the 'phone but no different to other call centres - at least Coop Bank are in UK.

Posted by Mrs A Peacock on the 25th March 2007