Terms &

Conditions
For Co-operative Bank Personal Current Accounts
and Linked Savings Account
(except for Cashminder and smile current accounts)
With effect from 4 April 2020
Please read these terms and conditions and keep them safe.

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 How to contact us
• For general queries
• To find out:
• the standard exchange rates
• Faster Payment limits
• why we’ve refused a payment
• more information about any transaction on your account.
• To let us know:
• if you’ve forgotten your PIN
• if you’ve lost or damaged a device we’ve given you (such as a debit card).
Live Chat or Secure Message via online banking
Call 03457 212 212*
Visit one of our branches, or
Write to: Customer Services Manager, The Co-operative Bank p.l.c., P.O. Box 222,
Unit 550, Metroplex Business Park, Broadway, Salford Quays, Manchester M50 2UE.

• To tell us to cancel a regular or future-dated payment

• To tell us about a change of contact details
Call 03457 212 212*
Visit one of our branches
Write to: Customer Services Manager, The Co-operative Bank p.l.c., P.O. Box 222,
Unit 550, Metroplex Business Park, Broadway, Salford Quays, Manchester M50 2UE.

• To alert us quickly that:

• you didn’t authorise a payment or you’ve received a payment you don’t recognise
• you think we’ve not made a payment correctly and you want to stop it
• you think someone knows your security details
Call 03457 212 212* as soon as possible

• To report a lost, stolen or damaged debit card or cheque book:

Call 0345 600 6000* as soon as possible or access Live Chat via online banking
• For anything to do with sending money outside the UK over £10,000 (for example, to
make a payment overseas that is not in sterling, or to cancel an international payment)
Call 03457 212 212*.

• To make a complaint
Access Live Chat by logging into online banking or send us a Secure Message
Call 03457 212 212*, or
Visit one of our Co-operative Bank branches
Write to: Customer Response, The Co-operative Bank p.l.c., 2nd Floor, 1 Balloon Street, M60 4EP
By email to complaints@co-operativebank.co.uk. If you do email us, please provide your name and
daytime phone number where we can contact you. For security reasons, please do not include
any account details in your email.
Please call 03457 212 212* if you would like to receive this information in
an alternative format such as large print, audio or Braille.
* Calls to 03 numbers usually cost no more than calls to geographic numbers (01 or 02) and are usually included in inclusive minutes and discount
schemes. Please check with your telephone service provider.

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 Guide to this document

To make it easier to find what you’re looking for, we’ve divided

these terms and conditions into chapters

Chapter A About this agreement and your account 4

Chapter B Using your account 5
Chapter C Payments and giving you information about your accounts 9
Chapter D Overdrafts and paying for our services 15
Chapter E Changing these terms and ending this agreement 17
Chapter F What happens if something goes wrong? 19
Chapter G Other important information 21

Look out for symbols and boxes that help you understand our terms
and conditions.
Key

Information Points to note Example

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 Chapter A – About this agreement and your account
In this chapter, we explain some key points about this agreement and your account including:
• the documents that make up our agreement with you;
• when we can transfer our rights under this agreement to others;
• the law that applies to this agreement;
• our tax-reporting obligations; and
• how each of us will contact the other.

1. About this agreement

1.1 Our agreement with you is made up of the terms and conditions:
(a). in this document;
(b). in the ‘Account Charges Leaflet’ relevant to your account (which contains our debit interest rates
and charges and related terms); and
(c). additional terms in other documents we give you or put on our website that we say are part of our
current account agreement.
This agreement covers personal current accounts and any savings account linked to a Privilege
Account, Privilege Premier Account or Current Account Plus. It does not apply to club, charity
or business accounts. You must not use your current account or any linked savings account for
business purposes.
1.2 If there is a difference between the terms in this document and the Account Charges Leaflet relevant
to your account or any additional terms for an account, then the Account Charges Leaflet or additional
terms will apply.
1.3 We’ll also give you information about how to use your account. This could be in the ‘User Guide’ on our
website and in other documents we give you.
1.4 Where we use examples in this agreement to make things clearer, the meaning of the conditions is not
limited to the specific examples we’ve given.
1.5 In this agreement:
(a). the ‘bank’, ‘we’, ‘us’ or ‘our’ means The Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street,
Manchester M60 4EP; and
(b). ‘you’ means the individual or, for joint accounts, the individuals whose names the account is in.

2. When can we transfer our rights under this agreement to others?

2.1 We may transfer our rights and our responsibilities under this agreement. We’ll only transfer our
responsibilities to another person if they are authorised to hold your money and if we reasonably
believe they are capable of carrying out our responsibilities instead of us and they agree to do so. We’ll
tell you about any transfer and when it will take effect and you agree that we’ll be released from all
responsibilities from that date.
2.2 You may not transfer any of your rights or responsibilities under this agreement to any person.

3. What law applies to this agreement?

This agreement (and all our dealings with you before the agreement) is governed by the laws of
England and Wales. Any dispute that arises regarding this agreement will be dealt with by any court in
the United Kingdom, Isle of Man and Channel Islands that is able to hear the case.

4. Tax reporting

If we believe you may have tax obligations in other countries, we may disclose information about
you to HM Revenue & Customs (HMRC), which may share the information with other tax authorities.

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 5. Reporting problems and how we will contact each other

5.1 You must use the contact details at the front of this document to report an unauthorised payment or
possible loss, theft or unauthorised use of a payment device or security details, or to contact us for any
other reason.
5.2 Please read the ‘Keeping your account secure and your money safe’ section on page 22 carefully.
We might not be liable for any loss which occurs if you haven’t taken reasonable security precautions
to keep your account safe.

What do we mean by security details?

These are personalised details you must use to give an instruction, confirm your identity or to
access any payment device (for example a password, verification code, security code, PIN or, if
available, biometric data such as a fingerprint).

What do we mean by payment device?

This means a card or other device you can use to make payments or access your account (such
as a smart phone that has your card or account details on it).
5.3 We’ll contact you and give you notices using the most recent details you have given us.

• Wherever in this agreement we say we’ll contact you, we’ll use post, telephone or any electronic or
digital message (including internet, email and text message) as appropriate.
• We’ll assume that you’ve received any letter we send using your contact details within three
Business Days after we’ve posted or sent it and that you’ve received any email or text message
immediately.
• You must tell us immediately of any change of address or other contact details. It’s important to
make sure your contact details are up to date so we can send you information or notices, and so
you can use our services that require us to hold a valid email address and mobile number for you
(such as online banking). We may ask for evidence of the change by contacting you through your
online or mobile banking services, phone, text, secure message, or by emailing you.
• If we need to contact you about any actual or suspected fraud or security threats, we’ll use the
quickest and most secure way of contacting you (for example, we may try sending you a text
message rather than calling you).

Chapter B – Using your account

In this chapter, we explain:
• how we confirm we’re authorised to take action on your account and the terms that apply to joint
accounts;
• what you must do to keep your account secure;
• what happens if a payment is unauthorised or made to the wrong person or account; and
• when we refund Direct Debits and some card payments in the European Economic Area (EEA).

6. How we confirm we’re authorised to take action on your account

How do we check your identity?

6.1 We’ll assume that we’re dealing with you and that we’re authorised to provide information about your
account, make payments, provide new services, open or close accounts and do other things we’re asked
to do without further checks if we’ve checked your identity:
(a). by seeing some evidence of identity, such as a passport, in one of our branches;
(b). by confirming the security details used in connection with a payment device, except for some low-
value contactless payments;
(c). by getting your written signature on paper, including cheques; or
(d). by confirming the security details used with Telephone, Mobile and online banking.
In future, we may add other ways of checking we’re dealing with you.
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 When can someone else operate your account for you?
6.2 You can allow another person (a ‘third party’) to operate your account. If you want to do this, you’ll
have to sign a document called a third-party mandate.
6.3 You can appoint someone to act for you when you are not able to. This person would be your ‘attorney’
and we’ll need to have a legal document called a Power of Attorney before we can allow them to use
your account. Ask us if you’d like any more information about making someone your attorney.
6.4 Another person may be appointed to act for you if you aren’t able to operate your account for any
reason (for example, mental incapacity). When we’ve received the right legal document, we’ll allow
that person to use your account. Until we receive it, we won’t allow you or any other account holder to
take money out of your account, close it or convert it from a joint to sole account.
6.5 These conditions will apply to any third party or attorney allowed to use your account. You will be
responsible for everything they do even if they cause you to break the agreement.
What if you’re using a service provided by a third party provider (TPP)?

A TPP is a third party you can use to:

• give you consolidated information on payment accounts held by you with us and other banks; or
• initiate payments on your behalf,
on your online payment accounts.
TPPs must be authorised or registered with the Financial Conduct Authority (FCA) or another EEA
regulator to provide these services.
An EEA regulator is a regulator in a member state of the European Union, Iceland, Liechtenstein
or Norway.
(a). You can instruct a TPP to access information on your account and make payments from your
account. We will treat any instructions from a TPP as if they are from you.
(b). You should check from the information it gives you that the TPP you are thinking of using is
authorised. We’ll have to assume it’s you authorising us to give access to information about your
accounts if you give your security details to an unauthorised TPP, and you’ll be responsible for any
payments made as a result. We’ll block access to your account if we are aware that an unauthorised
TPP is using your security details.
(c). We may deny TPPs access to your account if we are concerned about unauthorised or fraudulent
access by that TPP. Before doing so, we’ll tell you that we intend to deny access and give our reasons
for doing so, unless this is not reasonably practicable, in which case we’ll tell you immediately
afterwards. In either case, we’ll tell you in the way we think is most appropriate in the circumstances
but we won’t tell you if doing so would compromise our reasonable security measures or otherwise
be unlawful. If we deny access to a TPP, we must also tell our regulator we have done so.
(d). You must always tell us about unauthorised or incorrect payments even where you use a TPP.
What additional terms apply to joint accounts?

Depending on the type of account you have, there are limits on the number of account holders you
can have on your account.
With joint accounts, each account holder can use the account without the other account holders
knowing.
6.6 As long as we’ve checked an account holder’s identity, each individual can operate the account without
us checking with the other account holders first. For example, each account holder can:
(a). make payments, including payments by debit card;
(b). get information about the account;
(c). take all the money out of the account;
(d). apply for an overdraft;
(e). apply for any other service; and
(f). give us, or be given, information about any other account holders.

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 6.7 As joint account holders you are, together and individually, responsible for repaying any money owed
to us on the account. This means we can demand repayment from any or all of you, including for
transactions you did not know about.
6.8 If any joint account holder tells us there’s a dispute between any of you, we:
(a). may block or suspend the account and stop any cheques, but before we’re told of the dispute we’ll
still make payments and provide cash; and
(b). will require all of you to agree to any further dealings on the account, so you won’t be able to use
Telephone, Mobile or online banking, cards or cheques.
6.9 If one of you dies, the remaining account holder(s) can continue to operate the account.

7. What must you do to keep your account secure?

7.1 You must act reasonably to prevent misuse of your account, any payment device and your security
details. If you don’t, we may block access to your account to protect you and us from unauthorised
access to your account (including your use of a payment device, Telephone, Mobile and online banking).
We’ll also do all we reasonably can to prevent unauthorised access to your account.

Please read the information in the section headed ‘Keeping your account secure and your money
safe’ near the end of this document.
7.2 If someone else tries to access your account using a payment device, cheques or security details, you
must contact us as soon as possible. We’ll ask you to give us information or other help. We may also
give, or ask you to give, information to the police to assist with any investigation.
7.3 If you find a payment device or cheques after you have reported them lost or stolen or you think
someone has used or tried to use them, you must not use them. You must destroy them securely, for
example, by shredding.

8. What happens if there’s an unauthorised or incorrect payment from your account, or you’ve
been tricked into sending money to a fraudster?

Incorrect payments
8.1 You must call us as soon as you can after you notice that a payment you asked us to make has not been
sent to the right person or account. If the payment was to an account at another bank in the EEA and
the payment was not made properly, we’ll immediately refund the payment unless:
(a). there was a mistake in any of the details you gave us for the payment;
(b). we can show that the payment was received by the other person’s bank; or
(c). you tell us more than 13 months after the payment was made, though we may agree to investigate
the matter.
8.2 If a payment goes to the wrong person or is delayed because you gave us the wrong payment details,
we won’t be liable but, if you ask us, we’ll try to recover the payment for you (but we won’t refund any
charges applied by us in making the payment). We may charge our reasonable costs for doing this but
we’ll tell you the maximum amount you’ll pay first.

What do we mean by European Economic Area (EEA)?

This means all member states of the European Union, plus Iceland, Liechtenstein and Norway.

Unauthorised payments
8.3 You must call us as soon as you notice an unauthorised payment has been made from your account.
(An unauthorised payment is a payment from your account which wasn’t authorised by you or someone
you’ve authorised to make payments on your account.)

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 8.4 If your card was used remotely (for example, by telephone or online) to make the unauthorised payment
for the purchase of most goods or services (but not financial services), we’ll refund the amount of the
unauthorised payment as soon as we reasonably can, and, in any event, before the end of the Business
Day after you tell us – unless you’ve acted fraudulently.
8.5 For any other unauthorised payments, we’ll also refund the amount of the unauthorised payment as
soon as we reasonably can, and, in any event, before the end of the Business Day after you tell us, unless
any of the following apply:
(a). you tell us more than 13 months after the payment was made (this doesn’t apply to unauthorised
payments made using an overdraft);
(b). we can prove you acted fraudulently;

If you’ve acted fraudulently, you’ll be liable for all payments from your account.

(c). we can prove that the unauthorised payment was made because you acted with gross
negligence; or

You’ll have acted with gross negligence if you’ve done something with a very significant degree of
carelessness – for example, where you knowingly give your card and PIN number to someone else.
If you’ve been grossly negligent, you’ll be liable for all payments from your account until you’ve told
us that the payment device or security details have been lost or stolen or that you suspect misuse.
(d).we can prove that the unauthorised payment was made because the payment device was lost or
stolen or we can show you failed to keep your security details safe. In this case you’ll be liable for
any unauthorised payments made before you tell us about the security breach up to a maximum
of £35. We’ll reduce the refund by this amount.
8.6 You may not be liable for unauthorised payments in some other circumstances too – for example, you
won’t be responsible for any unauthorised payment if we don’t apply procedures that we’re legally
required to use to check you have authorised a payment.
Being tricked into sending money to a fraudster
8.7 You must call us as soon as you can once you realise you’ve been tricked into sending money to a
fraudster – although there’s no time limit for reporting this to us.

What do we mean when we talk about being ‘tricked into sending money
to a fraudster’?
We mean that you:
• sent money to someone for what you thought was a genuine purpose, but which was actually
fraudulent; or
• intended to send money to a certain person, but you were tricked into sending it to
someone else.
8.8 Once you’ve told us you’ve been tricked into sending money to a fraudster, we’ll look into this.
We’ll apply industry standards and let you know whether or not you’re entitled to a full or partial
refund. We’ll usually let you know within 15 working days after the day you told us about it, but we
might take longer in exceptional circumstances. We’ll then give you a refund without delay if you’re
entitled to one.
You won’t get a refund if we find you should have known you were sending money to a fraudster –
although we’ll always take the circumstances in which the payment was made into account when
considering this.
Refunds for some card payments in the EEA
8.9 When you have used a card to make a payment, you can ask us to refund the payment if:
(a). the payment was made in the EEA;
(b). you did not agree the actual payment amount;
(c). the amount charged to your account was higher than you reasonably expected, taking into account
previous spending patterns and the particular facts of the case; and
(d). you make the refund request within eight weeks of the date when the payment was charged to
8 your account.

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 In these cases, we’ll investigate your claim and may ask you to provide information we reasonably
need to do this.
8.10 Within 10 Business Days of receiving your request (or of receiving any more information we’ve asked
for), we’ll either refund the payment or inform you of our reasons for refusing the refund.
8.11 You are not entitled to a refund if:
(a). you gave consent directly to us to make the payment; and
(b). at least four weeks before the payment was made, you were given information about the
transaction by (or it was available from) us or the retailer.
Refunds for Direct Debit payments
8.12 The conditions for card payment refunds don’t apply to payments made by Direct Debit. The terms of
the Direct Debit Guarantee apply to refunds for any Direct Debit errors.
How much will we refund and can we reverse a refund?
8.13 If we give a refund for any reason, we’ll return your account to the position it would have been in if the
payment had not taken place. We’ll do this by refunding the payment and any interest we charged on
it (or by paying any interest we would have paid on it). If we provide a refund but later investigation
finds you weren’t entitled to it, we’ll return your account to the position it would have been in if we’d
not made the refund.

Chapter C – Payments and giving you information about your accounts

In this chapter, we explain:
• how money can be paid into and out of your account;
• how soon your money will be available for use after it’s been paid in;
• when your payments will reach the payee’s bank;
• some special rules about cheques and overseas payments;
• how to cancel or change a payment; and
• how and when you’ll receive statements about your account.

What do we mean by:

Business Day?
A Business Day is usually Monday to Friday (excluding bank holidays). For example, for some
payments our Business Day is all day, every day, but branch opening hours will be the normal
Business Day for payments at a branch.
Cut-off time?
This is the latest time on any given day that we can process payment instructions. You can ask us
for the relevant cut-off time when you give us a payment instruction.

9. Payments into your account

General
9.1 Payments can be made into your account in sterling by cash, cheque or electronically by direct transfer
from another account. Payments in other currencies can be made by direct transfer, but we don’t
accept payments in all currencies. Ask us if you want to know whether we accept a particular currency.
9.2 We can refuse to accept a payment into your account if it’s reasonable to do so, for example if we
reasonably believe that accepting it might cause us to breach a legal requirement or might expose us
to action from any government or regulator.
Payments into your account by mistake or fraud
9.3 If we reasonably believe that a payment into your account was made as a result of fraud, we’ll remove
the payment or take other steps to make sure the amount of the payment is not available for you
to use.

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 9.4 If we reasonably believe a payment was made into your account by mistake, we’ll return it to the
paying bank unless you can show us it was not made by mistake. We’ll take the following steps before
returning the payment:
(a). If you received the payment less than two months before we find out about the mistake, we’ll tell
you about it and give you 15 Business Days to show us it was not made by mistake. During this
period we’ll make sure the amount of the payment is not available for you to use (we may do this
by taking the amount out of your account or by limiting access to the amount on the account).
(b). If you received the payment more than two months before we find out about the mistake, we’ll
contact you before restricting your ability to use the amount of the payment and before we return
it to the paying bank.
9.5 We don’t need your permission to take the money out of your account.
9.6 If we receive a payment into your account from within the EEA which the payer says was made by
mistake but, when we contact you, you tell us that the payment was intended for you, the payer may
ask their bank for all relevant information including your name and address and transaction information
so the payer can contact you directly. We are legally required to share this information with them if this
happens.
9.7 If you don’t have enough money in your account when we take a mistaken payment out of it, you won’t
be liable for any overdraft interest that you would have paid as a result.
9.8 If we mistakenly credit funds to your account, we’ll either take the amount out of your account or limit
your access to the amount on your account. If this happens, we’ll normally tell you before taking action.
Payments in (except by cheque)
9.9 The table below shows:
(a). how quickly we add these payments to your account after we’ve received them; and
(b). when we treat them as part of the amount on your account for working out interest.†

When you can use them and when they count

Payment in (other than cheques)
for working out interest

Cash (during opening hours†: Immediately

• at one of our branches; or But cash paid in after 4.30pm may not be counted
• at a Post Office® using your debit or cash card and added to your account until the next day.

International payments Within two hours – must be within the EEA and in
(in currencies we accept)†† an EEA currency
Same day – where either or both the currency and
country are outside the EEA
If the payment is received after 3.30pm or on a
non-Business Day, it will count for interest on the
next Business Day.

All other electronic transfers (including Standing Immediately

Orders, Faster Payments and CHAPS) If the payment is received after 9pm or on a non-
Business Day, it will count for interest on the next
Business Day.

Internal transfer from a Co-operative Bank or Immediately

smile account If the payment is received after 9pm or on a non-
Business Day, it will count for interest on the next
Business Day.
Note: we may need a day’s notice to make the
transaction
Internal transfer from a Britannia account
†
We accept cash payments in sterling only.
If we receive money for your account in a currency other than sterling, we’ll convert it into sterling using
††

the standard rate of exchange and deduct any charges before adding it to your account.
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 Cheques paid into your account
9.10 The table below shows how quickly a cheque will clear after we’ve received it.

Cheque clearing timings The payment

Business Day we receive the cheque Is not yet included in the funds you can use.

One Business Day after we receive the cheque If we receive confirmation that the paying bank
has decided to honour the cheque by 9pm:
• Increases the amount we pay any interest on
• Is included in the funds you can use and cannot
be recalled.

Cheque timings explained

For example, if you pay a cheque in on a Wednesday, you’ll be able to use the funds by 9pm on the
Thursday, as long as we have received confirmation that the paying bank has decided to honour
the cheque by 9pm on that day (day 2). The funds cannot be recalled after this point.
9.11 If the paying bank has taken the decision to not honour the cheque, we’ll send you a letter explaining
why.
9.12 If you pay in a cheque at a Post Office®, it will normally take two Business Days for us to receive it.
The above timings will begin when we receive the cheque.

10. Making payments from your account

How we decide whether to make a payment

10.1 You can withdraw cash and make payments without charge, except for international and CHAPS
payments where we may charge a fee. There may be a charge for using cash machines that we don’t
operate.
10.2 We’ll make a payment from your account (including a payment initiated by a TPP) if you ask us to
unless:
(a). you don’t have enough money in your account. Where we are unable to take money from your
account to cover cheque payments (because of insufficient funds) on the first attempt on the day
that the cheque has been presented for payment, we may try again multiple times;
(b). we know that the account details or reference details you give us are incorrect;
(c). you’ve asked us to make the payment by Faster Payments and the recipient’s bank does not accept
them;
(d). you are seriously or repeatedly in breach of these conditions;
(e). you’ve not provided any extra identification or information that we’ve reasonably asked for;
(f). the payment exceeds a particular amount;
(g). we suspect fraudulent or criminal activity;
(h). there has been, or we suspect, a breach of security or misuse of your account, security details or a
payment device; or
(i). we reasonably believe that doing so would cause us to breach our legal or regulatory obligations.
10.3 If you’ve asked us to make a payment on a certain date, and there isn’t enough money in your account
to make the payment at the start of the day, we may also check whether there’s enough money in your
account to make the payment by:
(a). 2pm for cheque payments; and
(b). 4.30pm for all other scheduled electronic payments.

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 10.4 If we refuse to make a payment, we’ll let you know why as soon as we reasonably can, unless the law or
any regulation prevents us doing so. If we aren’t able to tell you in advance, we’ll contact you as soon
as possible afterwards. You can always call us straight away to ask us why we’ve refused a payment and
what you need to do to correct any errors that made us refuse it – unless we’re prevented from telling
you this by any law or regulation or for fraud prevention or security reasons.
10.5 We can block or suspend your use of any payment device (and related services such as Telephone, Mobile
and online banking), or an instruction from a TPP, if we reasonably believe it’s necessary because of:
(a). a significantly increased risk that you may be unable to pay any money you owe us on the relevant
account, for example, if you have gone over an arranged overdraft limit;
(b). suspected fraudulent or criminal use of the payment device; or
(c). security concerns, for example, if we know or suspect that your payment device and/or security
details have been misused.
10.6 If we block or suspend the use of a payment device, we’ll let you know why as soon as we reasonably
can, unless the law or any regulation prevents us doing so or if we believe doing so would compromise
reasonable security measures.
10.7 If you are using a payment device (such as a card) to make a payment or withdraw cash, then the
retailer, or organisation that owns the cash machine, will tell you the payment or withdrawal has been
refused. For certain contactless transactions, it may not be possible to confirm at the point the card is
used that the transaction has been refused.
10.8 You can call us as soon as you become aware that a payment has been refused. Where appropriate,
we’ll tell you how to correct any errors that led to our refusal.

If you have a Privilege Account, Privilege Premier Account or a Current Account Plus, you will also
have a linked savings account. You can make payments to your current account from your linked
savings account but the types of payments you can make from it to other accounts are limited. For
example, you can’t set up Direct Debits and we don’t provide cards on the linked savings account.

Cash withdrawals
10.9 You can withdraw cash at branches, or, if we’ve given you a payment device, by using a cash machine.
There’s a daily limit on the amount of cash you can take from a cash machine and or at a branch. Our
daily maximum withdrawal limits can be found on our website co-operativebank.co.uk or you can
contact us.
Payments (except by card or cheque)
10.10 To make a payment from your account in one of the ways set out in the table below, you will need to
give us details of the account to which you want to make the payment. This is usually the sort code
and account number (or the equivalent information for payments outside the UK) and the name of
the person you’re making the payment to. It’s your responsibility to check that the details are correct
before asking us to make a payment.
10.11 The table below shows how long payments take to reach the payee’s bank after we’ve received your
request to make the payment and taken the money from your account.

If we don’t receive a payment request before the cut-off time on a Business Day, we’ll treat your
request as received on the next Business Day. The timings set out in the box below will begin then.
In some instances payment requests made using Faster Payments will be processed over the
weekend but the date of the debit on your account will show as the next Business Day.

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 Payment type Cut-off When the payment will reach the payee

Internal transfer between accounts held N/A Immediately

with the Co-operative Bank or smile Note: we may need a day’s notice to make
the transaction
Internal transfer to accounts held with
Britannia

Standing Order N/A On the agreed date for payment

Direct Debit

Faster Payments N/A Immediately

CHAPS 4.30pm Guaranteed same day

Sending money in euro to any EEA country 2.30pm The next Business Day

Sending money in euro by TARGET2 (a 2pm Same day

particular payment system covering euro
payments)

Sending money to accounts within the EEA 2.30pm By the end of the fourth Business Day after
in EEA currencies other than euro. (EEA you tell us to make the payment
currencies include sterling)

Sending money to accounts outside the EEA 2.30pm Four Business Days
in any currency

If you want to make an international payment in non-EEA currencies, please ask us.

• If you ask us to make a payment on a future date, we’ll make the payment on that date, unless
it is a non-Business Day, in which case we’ll make the payment on the next Business Day.
• If you want to make regular payments by Direct Debit or standing order you must set them up
in advance.
• Although most payments will reach their destinations within the times in the table above, on
some occasions it may take longer to allow us to complete our checks.
10.12 If a payment you make to an account in the EEA doesn’t arrive when it should have (normally the
Business Day after we send the payment from your account), you can ask us to contact the receiving
bank and to ask them to treat the payment as if it had been made on time.
10.13 If you want to make a payment in a currency other than sterling, we’ll first convert the amount to be
paid into the currency you tell us. The rate we use will be:
(a). the standard rate of exchange (if you ask us the exchange rate before we make the payment, the
rate we actually use may be different if the exchange rate has changed); or
(b). a fixed exchange rate we agree with you. If we agree a fixed exchange rate, you must make sure
there is available money in your account 48 hours before the payment is due to be made.
10.14 If you decide to cancel your international payment during the 48 hours before the payment is due to
be made, please tell us as soon as possible. If we have agreed a rate of exchange to sell the currency
to you, we’ll reverse the transaction using our rate of exchange at the time of cancellation. If the
exchange rate is different, reversing the transaction may result in us paying more into, or taking more
from, your account.

• There are some types of payment we don’t make in other currencies. Ask us if you want to know
which currencies we can make payments in.
• You will not be able to pay the charges for the recipient for any payment within the EEA.

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 Payments by cheque
10.15 To make a payment by cheque you need to write the name of the payee, the amount of the payment
(in numbers and words) and the date, and you must sign it. If you want to stop a cheque payment, you
must tell us these details and your account and cheque number. We’ll pay all cheques even if they have
a future date.
10.16 If we receive one of your cheques for payment and it is more than six months old, we may pay it but
we don’t have to. If you want to be sure that a cheque won’t be paid, you must stop it before we pay it.
Payments by card
10.17 If you use your card to withdraw cash or make a payment, we’ll take the funds from your account after
we receive confirmed details of the withdrawal or payment from the relevant payment scheme, such as
Visa. This may be on a business or a non-Business Day.
10.18 If you use your card for a transaction (e.g. a cash withdrawal or a payment) in a currency other than
sterling, it will be converted into sterling on the day Visa processes it using the Visa scheme exchange
rate which is available at co-operativebank.co.uk/travel. We also apply charges to these transactions.
You can find our charges in the Account Charges Leaflet relevant to your account. You can find out the
current Visa scheme exchange rate by calling us.
10.19 After reviewing your personal circumstances, we may replace your card with a different type of
card available under this agreement. We’ll tell you about the card’s features when we send you the
replacement.
10.20 If you use your card to make a payment, the retailer is paid when it processes the payment at point
of sale.
Other payments from your account
10.21 We may be required by law to make payments to a third party (e.g. under a Child Support Agency
deduction order) or take other action regarding your account (e.g. freezing funds). If this happens,
we’ll tell you unless we are prevented from doing so, for example, if it is forbidden by law or regulation.

11. Cancelling or changing payments (except cheques)

11.1 You can ask us to change or cancel a payment that you’ve asked us to make in the future but not one
that you’ve asked us to make immediately (including card payments).
11.2 You can cancel a Direct Debit, standing order, regular card payment or any other future-dated payment
(such as a bill) by calling us or using Online or Mobile Banking. The table below sets out by when you
need to do this.

Call us Online or Mobile Banking

Direct Debit Up to 7pm on the date the Direct Debit is due to be made.

Standing order By 8pm on the Business Day By 9pm on the Business Day
before we’re due to make the before we’re due to make the
payment. payment.

Regular card payment By 6pm on the Business Day

before we’re due to make the
payment (by secure message via
online banking only).

Any other future-dated payment By 9pm on the Business Day

(such as a bill) before we’re due to make the
payment.
You’ll need the payment
reference to do this.

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 11.3 If you do cancel a Direct Debit, standing order or regular card payment, you should also tell the
organisation or retailer that collects the payment so they can cancel or change it as well.
11.4 If you cancel a regular card payment, in certain circumstances we may not be able to stop any
subsequent payments coming out of your account. If this happens, we’ll treat the payment as
unauthorised and give you an immediate refund.

12. Statements and payment information

12.1 We’ll provide regular statements where there are payments out of the account, and you can view
information we provide about each payment on Online and Mobile Banking (if you’re registered). You
can also ask us for this information at any time through Telephone Banking, and in our branches. If
you’re not registered for Online or Mobile Banking and don’t want to ask us for information when you
need it, we’ll send a statement for each month that you’ve made payments out of your account.
12.2 The information will show the balance on your account, details to enable you to identify each
transaction, the date and amount of the transaction, details of the sender/recipient of a transaction, a
reference for the transaction and any charges.
12.3 You must check this information and tell us as soon as possible if there’s a payment in or out of your
account that you don’t recognise.
12.4 You can contact us for more information about any transaction on your account.

Chapter D – Overdrafts and paying for our services

In this chapter, we explain:
• the different overdraft services available, how you can access them and what it means for you if
you use these services; and
• that interest and charges payable are all set out in the Account Charges Leaflet relevant to your
account.

13. Overdrafts

What do we mean by:

Arranged overdraft?
This is an overdraft we agree in advance. We’ll confirm the terms of your overdraft in writing.
Unarranged overdraft?
This is agreed when we make a payment or take an amount out of your account even though you
don’t have enough money in your account (or under an arranged overdraft) to cover the payment
in full. We charge interest on an unarranged overdraft.
13.1 If we agree, you can borrow from us using an arranged or unarranged overdraft.

You cannot have an arranged overdraft on your Pathfinder or Linked Savings account.

13.2 Overdrafts are repayable on demand, which means you must repay any overdraft when we ask you to.
We’ll usually give you advance warning that your overdraft must be repaid or its limit reduced, but we
may ask for repayment without notice.
13.3 If you ask, we may convert an unarranged overdraft into an arranged overdraft.
13.4 Overdrafts are only for short-term borrowing. You should regularly pay into your account to reduce the
amount you owe. Your account must be returned to credit or within any arranged overdraft limit as
soon as possible.
13.5 We regard an unarranged overdraft that you do not repay as soon as possible as a serious breach of
these terms and conditions. It may result in us deciding to close your account.

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 14. Interest and charges

14.1 We may require you to pay interest and charges in certain circumstances.
14.2 The interest rates payable by you and charges that apply to the current account and related services are
set out in the Account Charges Leaflet relevant to your account. You can also find out our interest rates
and charges in branches, by calling us or by visiting our website.
14.3 We apply caps to our overdraft in certain circumstances.

What do we mean by the monthly cap?

Monthly cap on unarranged overdraft charges
The monthly cap on unarranged overdraft charges for your current account is £60.
1. Each current account will set a monthly maximum charge for:
a. going overdrawn when you have not arranged an overdraft; or
b. going over/past your arranged overdraft limit (if you have one).
2. This cap covers any:
a. interest and fees for going over/past your arranged overdraft limit;
b. fees for each payment your bank allows despite lack of funds; and
c. fees for each payment your bank refuses due to lack of funds.
This is a standard definition of the monthly cap on unarranged overdraft charges that all banks
are required to use. The monthly cap refers to the interest applied in a charging period, not
a calendar month. Please note that we don’t actually charge fees for allowing or refusing a
payment where you have a lack of funds.
Overdraft charges cap
We will not charge you more than £60 of debit interest in one charging period. This means that
whatever type of overdraft you use (arranged or unarranged or both), the maximum you will pay
per charging period will be £60.
If you are using both an arranged and an unarranged overdraft, we will apply unarranged
overdraft interest first up to the £60 cap followed by arranged overdraft interest. Once the £60
cap is reached, we will waive any further interest for that charging period.
See the Account Charges Leaflet relevant to your account for more details.

Charges and exchange rates

14.4 If you withdraw cash in a currency other than sterling, we’ll convert it into sterling before debiting it
from your account. The conversion will take place on the day Visa processes it using the Visa scheme
exchange rate which is available at co-operativebank.co.uk/travel. Exchange rates vary daily, so the
rate may differ from what it was when the transaction took place.
How we calculate interest
14.5 We’ll calculate any interest on the daily balance of your account. Unless we tell you otherwise, we’ll:
(a). pay interest into your account once a year on 5 April or the Business Day before 5 April, and
(b). charge interest on the 21st day of each month or the next Business Day.

Credit interest
14.6 If we add credit interest to your account, we’ll pay it without deducting income tax. If you earn more
interest than the amount permitted as tax-free income, you’ll have to pay tax on the interest directly
to HMRC. If you’re not sure whether you’ll have to pay income tax, we recommend you seek separate
professional advice about this, or call HMRC or visit their website.
Debit interest
14.7 We may take any debit interest and charges you owe us from the same account or from any other
account you have with us. We’ll tell you personally about overdraft interest you have to pay at least
14 days before we take it from your account. We’ll also tell you the date this will happen. We add
interest to your account balance each month and we charge interest on the debit balance on a daily
basis.
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 Chapter E – Changing these terms and ending this agreement
In this chapter, we explain:
• how and when we can make changes to your agreement including these terms, the rates, charges
and any other terms set out in the Account Charges Leaflet relevant to your account and any
additional terms;
• how we’ll tell you about any changes we’re making, and what you can do if you don’t agree
with them;
• how you or we can end this agreement;
• what happens to account services and benefits if your account is closed; and
• how your account can be converted to another type of account.

a. This agreement will continue until you or we end it. It is not for a fixed or minimum period.
b. This is why we need to be able to make changes to the agreement for the reasons set out below
or for reasons we cannot predict now, as long as it is fair for us to make a change where those
reasons apply.
c. We may also need to make a change without giving a particular reason but, if we do this, we’ll
always tell you in advance and explain how the change will affect you. You’ll be able to end the
agreement without cost if you don’t want to accept the change.

15. Changes

When we can make changes

15.1 Because our agreement with you could last a long time, from time to time we may need to make
changes to it. We might need to make the following changes, for example:
(a). increase or decrease interest rates we pay you or you pay us;
(b). increase or decrease existing charges, or introduce new ones; or
(c). change any other terms (including the availability of account services).
15.2 We might need to make these changes:
(a). to take account of an actual, or reasonably expected, change in the interest rates we have to pay,
for example as a result of a change to the Bank of England Base Rate;
(Example: the Bank of England base rate could increase or decrease. This would have an
impact on the interest rates we pay you and you pay us, which might result in us increasing or
decreasing our interest rates.)
(b). to reflect an actual, or reasonably expected, change in:
(i). our underlying costs; or
(‘Costs’ can include: costs of funding or technology, employment, building, or administrative costs.
Example: if our operational costs increase, we may need to distribute a proportion of the increased
costs across our customer base.)
(ii). law or regulation, codes of practice or industry guidance that applies to us or a ruling of a court,
ombudsman or similar body or undertaking given to a regulator; or
(Example: the Financial Ombudsman could make a ruling in relation to a particular customer that
affects our other customers. This might mean we need to change our terms and conditions to
reflect this.)
(iii). our way of doing business, including the introduction of new technology;
(Example: to reflect changes in digital banking.)
15.3 Any change we make will be reasonably proportionate to the impact of the underlying change on us.
We won’t make changes to cover the same cost twice.
15.4 If we’re making a change that will benefit you, we don’t need to give you a reason for making that change.
15.5 We can’t predict everything that will happen over the period of time you hold your account with us, so
we may also need to make changes to our interest rates, charges or any other terms without a particular

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 reason. You’ll be able to end this agreement without extra cost if you don’t want to accept the change.
15.6 We can change the standard exchange rates we use at any time.
How we can make changes
15.7 If we increase the interest rates we pay you on the current account, or decrease the interest rates you
pay on unarranged overdrafts, then:
(a). the new rate will apply immediately; and
(b). within the next 30 days we’ll tell you about the change on our website, by branch notices, national
press adverts, statement messages or inserts or by writing to you (this can include email) or by any
combination of these methods.
15.8 If you have a linked savings account, any increase to the Bank of England base rate will be applied to
your account in line with the relevant rate commitment within a reasonable period and in any event no
later than 42 days after the base rate change.
15.9 We’ll give you at least two months’ notice before we make any other changes.
15.10 The new terms will apply to your account automatically at the end of the notice period. If you don’t
want to agree to the change, you can switch your account or close it without paying any extra charges
or interest, at any time until the change takes effect. If you don’t switch or close your account, we’ll
assume you’ve accepted the change.

Remember, you can close your account at any time without any extra charge.

Changes to additional benefits provided as part of a packaged account

What do we mean by a packaged account?

This is an account that has additional benefits for which you pay a monthly subscription fee,
for example the Privilege or Everyday Extra Current account.
15.11 We may also change the services and benefits included in any packaged account and the provider of
any service or benefit. If we do so, we’ll give you two months’ advance notice and you can close your
account if you don’t want to accept the change. A third party can change the terms of any service or
benefit they provide. The notice period they give you will be set out in the terms and conditions of the
service or benefit.

16. Ending services and closing your account

Converting your account, including student accounts

16.1 If you have a packaged account, you can ask us, at any time, to convert it to a current account that
doesn’t have a fee. If you do this, we’ll automatically convert any linked savings account to a savings
account that is not linked to your new current account.
16.2 If you have a student account, it will automatically convert to a standard current account one year
after the date you told us in your application form that your course would end. We may also convert
your account if you don’t pay your student loan or other funding into your account. If we convert your
student account, we’ll tell you at least two months before the change takes effect.
Closing your account by giving notice
16.3 You can end this agreement and close your account at any time by telling us.
16.4 At any time, we may end this agreement, close your account and stop all account services (including
payment devices, Telephone, Mobile and online banking services) by giving you at least two months’
notice in writing. For example, we may do this if you’re no longer eligible for an account or service or if
your account becomes inactive.
16.5 Any benefits or services linked to your account will stop on the date we close your account, unless we

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 tell you they’ll end earlier.
Immediate closure of your account
16.6 We may end this agreement and close your account immediately, without notice, and stop all account
services if we reasonably decide that:
(a). you are seriously or repeatedly in breach of these terms and conditions;
(b). you or any other authorised signatory or joint account holder are made bankrupt or enter into an
Individual Voluntary Arrangement after you open an account; or
(c). you or any other authorised signatory or joint account holder on the account:
(i). have carried out or tried to carry out fraudulent or illegal activity on the account or any other
service we operate, or we have reason to think you or they may do so in the future;
(ii). have caused or may cause us to breach any law, regulation, code of practice or other duty that
applies to us as a bank;
(iii). have behaved improperly towards us or anyone providing services to us (for example,
threatening, abusing or harassing a member of staff);
(iv). have given false or materially incomplete information when applying to open the account or to
use any service, or at any other time; or
(v). have allowed a person who is not an authorised signatory to use the account or any other
service we provide.
What happens when you or we close your account?
16.7 When you or we close your account we’ll pay you any money in your account less any fees, charges or
other amounts you owe us. Until you pay us, the terms of this agreement will continue to apply and
we’ll continue to apply interest and charges until the date the account is closed.
16.8 Any payment devices or other devices we have given you (such as debit cards) belong to us. You must
return them to us when this agreement ends.
16.9 If you have a packaged account that you close or convert to another current account part way through
the month, you’ll receive a full refund of that month’s fee.
Death of an account holder
16.10 If a sole account holder dies, we may require a grant of probate or letters of administration before
releasing any money in your account to the executors or personal representatives.
What happens if you stop using your account?
16.11 If you don’t make any payments and there is no other activity on your account (except on a linked
savings account) for six months, we may treat your account as inactive. This means we’ll stop sending
statements and letters about your account. Once we have treated your account as inactive, you won’t
be able to access any funds you may have had in the account until you’ve contacted us. Please call us
for further advice. At that stage you’ll need to satisfy our standard security requirements.

Chapter F – What happens if something goes wrong?

In this chapter, we explain:
• when we won’t be liable to you for losses you suffer;
• how we can use money we hold in other accounts you have with us to reduce amounts you owe us
(known as our right of set-off); and
• what to do if you have a complaint.

17. Liability for losses

17.1 We won’t be responsible for any losses you may suffer if we cannot perform our obligations under this
agreement as a result of:
(a). any legal or regulatory requirements;
(b). the failure or lack of availability of any benefit associated with a packaged account; or
(c). abnormal or unforeseeable circumstances which are outside our (or our agents’ and/or
subcontractors’) control – such as industrial action or mechanical failure – and which we could not
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 18. Set-off

18.1 If you have money in one of your accounts, we may set it off against any amount you owe us which
is due for payment, so that it reduces or repays the amount you owe us. We’ll do this if we think it is
reasonable, taking into account your circumstances. We’ll ensure that you still have enough money to
meet essential living expenses. We’ll also take note of any regulatory requirements.

‘we’ and ‘us’, for these purposes, includes our Co-operative Bank, smile and Britannia brands.
Amounts owed to us and due for payment include, for example, amounts owed under a loan, credit
card, mortgage or overdraft.
18.2 We can use our set-off right if you have accounts that are only in your name as well as joint accounts
you hold with another person (X) as shown below:

Money in account for: Set-off against money owed by:

You only You

You only You and X

You and X You and X

You and X X

You and X You

18.3 We can use money in your account even if there is a court decision against you or you are fined (including
interest arising after the date of the final decision or fine), unless the court instructs us otherwise, or we
are otherwise prevented by law.
18.4 Occasionally we receive legal instructions or notices to hold a customer’s money for someone else, or
to pay it to someone else. If this happens, the money we hold for the other person will be what is left
after we have used our right of set-off, including any interest arising after the legal instruction or notice
(unless we decide otherwise or we are prevented by law or regulation).
18.5 To let you know the date and details of the action we’ll take, we’ll write to you 14 days before we make
any set-off between your accounts.
18.6 If we use money from an interest-bearing account, we’ll apply interest to the money in that account
until the set-off date. After the set-off date, interest will only be payable on any credit balance remaining
in your accounts. We won’t use balances on any Individual Savings Accounts (ISAs), children’s savings
or fixed-term deposit accounts before maturity to set off amounts you owe.

19. Complaints

19.1 If you have a complaint, please contact us using the details at the front of this document.
19.2 If you are still unhappy with our response, you may be entitled to refer your complaint to the Financial
Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR or telephone 0300 123 9123*
or email complaint.info@financial-ombudsman.org.uk. For more information visit: financial-ombudsman.
org.uk. The Financial Ombudsman Service is a free service set up to help resolve individual disputes
between customers and businesses providing financial services in the UK.
19.3 If you purchased your account online, you may also have the option to refer your complaint to the
Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been
established by the European Commission to provide an online tool for consumers to resolve disputes
about goods and services purchased online. The platform can be found at http://ec.europa.eu/
consumers/odr/.
19.4 If you think we’ve failed to meet our legal requirements under the Payment Services Regulations
(PSRs), you can complain to the FCA using the contact details on their main contact page:
https://www.fca.org.uk/contact. The PSRs require us to provide you with appropriate information
about your transactions and consider complaints in a timely manner, among other things. For more
information, visit: fca.org.uk/consumers/how-complain/submit-information-payment-services-e-
money-firm

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 Chapter G – Other important information
In this chapter we explain other important information about this agreement, including:
• your right to withdraw from this agreement within the first 14 days;
• important tax information;
• what happens if your account becomes dormant; and
• some recommended security precautions.

Use of your data

You explicitly consent to us accessing, processing, and retaining any information you provide to us, for the
purposes of providing payment services to you. This does not affect any rights and obligations you or we have
under data protection legislation. You may withdraw this consent by closing your account. If you do this, we
will stop using your data for this purpose, but may continue to process your data for other purposes.
Depositor protection
We are covered by the Financial Services Compensation Scheme (FSCS), which would pay compensation
to eligible depositors if the bank became insolvent. Further information can be found on the FSCS website.
Communication
As required by law, any terms and conditions of your account and all information, statements and notifications
will be in English. We’ll communicate with you only in English.
Copy of the agreement
If you ask us at any time during the life of this agreement we’ll provide you with a copy of this document, the
Account Charges Leaflet relevant to your account and any additional terms.
Tax
You may be responsible for taxes or costs that are not paid by or via us, e.g. income tax.
Telling us of changes
You must tell us within 30 days of any change to the information that you gave us about your tax residence
and whether you are a US citizen. You may have given us this information when you opened your account or
when we wrote to you about this.
Cancellation
For 14 calendar days after the date you received your welcome letter or the account was opened, whichever
is the later, you have a right to cancel and close your account without giving any reason.
You can do this by calling us on 03457 212 212* or writing to us at The Co-operative Bank p.l.c., P.O. Box 222,
Unit 550, Metroplex Business Park, Broadway, Salford Quays, Manchester M50 2UE, or in a Co-operative
Bank branch.
When you cancel your account:
• we’ll pay you any money credited to your account and, if applicable, any interest earned within
30 calendar days of cancellation;
• we’ll refund any account charge, unless you’ve already received the benefit or services it covered;
• you must repay any money owed to us for any other services and interest charges you have incurred; and
• you must repay any money owed to us including payments we’ve had to pay after cancellation.
Dormant balances
We participate in the unclaimed assets scheme established under the Dormant Bank and Building Society
Accounts Act 2008. This enables money in dormant accounts (i.e. accounts that have been inactive for
15 years or more) to be distributed for the community’s benefit while still allowing customers to reclaim their
money.
Under the scheme, we may transfer balances of dormant accounts to Reclaim Fund Ltd (RFL), a not-for-profit
reclaim fund authorised and regulated by the Financial Conduct Authority.

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 If we transfer the balance of your account to RFL, you remain the owner of the funds and can reclaim your
balance at any time on providing satisfactory proof of ownership. You should continue to contact us (not RFL)
in the usual way if you have any queries or complaints about dormant accounts or balances.
Both we and RFL participate in the FSCS. Any transfer by us to RFL of your balance won’t adversely affect any
entitlement you have to compensation from the FSCS.

Keeping your account secure and your money safe

Our terms and conditions require you to take reasonable security precautions to keep your security details safe.
Reasonable security precautions can include steps such as:
• signing your cash card as soon as you are able, once you receive it;
• destroying the PIN advice slip safely, e.g. by shredding;
• keeping safe your security details and your card or any other type of payment device (such as a smart
phone or electronic wallet that you can use to access your account or make payments, either on its own
or in combination with your security details). As a reminder, security details can include a password,
verification code, security code, PIN or, if available, biometric data such as a fingerprint;
• not allowing anyone (including a joint account holder) to use any payment device or security details (other
than a TPP, if necessary);
• making sure that only biometric information (such as your fingerprint when using Touch ID) relating to you
is registered on any devices you use to access online or mobile banking;
• never telling anyone or writing down your security details in a way that could be understood by someone
else. We’ll never contact you and ask you for these;
• not choosing a PIN or other security details that may be easy to guess, such as your date of birth;
• taking care when using your card or any other payment device and security details so that they are not
seen or heard by anyone else;
• keeping receipts and statements safe and destroying them safely, e.g. by shredding;
• complying with all reasonable instructions we issue to do with keeping your payment device and security
details safe;
• telling us as soon as possible of a change of name, address or other contact details so that correspondence
or replacement cards do not fall into the wrong hands; and
• use caution if accessing online or mobile banking through public WiFi.
Additional security precautions for online banking
When you are using online banking, we recommend that as well as the above steps, you:
• buy and keep updated anti-virus, firewall and any other security software;
• don’t access your account from a computer in a public place;
• take care when logging out – for example we recommend that you log off securely by using the exit link
on screen and, if you are disconnected during an online banking session, that you log back in and then log
off correctly;
• don’t open emails from unknown sources; and
• don’t send any account details to us unless the message is encrypted.
You can find more details about protecting your account by visiting the ‘Security and Fraud’ section at
co-operativebank.co.uk/global/security

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 Please call 03457 212 212* if you would like to receive this information
in an alternative format such as large print, audio or Braille.
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). The Co-operative Bank, 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. 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 Lending Code which is monitored by the Lending Standards Board.
*Calls may be monitored or recorded for security and training purposes.
Calls to 0800 numbers are free from landlines. Calls from mobiles may vary and you may want to check this with your service provider.
Calls to 03 numbers usually cost no more than calls to geographic numbers (01 or 02) and are usually included in inclusive minutes
MKT11286 03/2020

and discount schemes. Please check with your telephone service provider.

We like our communications to have an impact on you – but not on the environment.
This document is printed using vegetable oil-based inks on paper which is Forest
Stewardship Council® certified and made in an elemental chlorine-free process.

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