Our Guarantees
Service Level Guarantees
Service Level Guarantees for Personal Customers
Of course we back up these great ways of managing your money with a service to match. Once again we have taken a different view to most other banks.
We were the first high street bank to give all our customers a guarantee of efficient, error-free service. If we make a mistake in any of the areas covered by our guarantees, we promise to say sorry, put the problem right and pay you £15 for your trouble. (We have a success rate of 99.9%, so putting our money where our mouth is seems to work!!)
See the list below with the terms and conditions:-
Account opening - We promise to deal with your current account application within 48 hours of receiving it and to open your account without error.
Statements - We promise not to make any financial errors on your statements.
Cheque books and cards - We promise we will automatically issue your cheque book and cards to make sure you always have them available.
Standing orders and direct debits - We promise to set up and to pay your standing orders as instructed and without any mistakes.
Personal Loans - Any request from our current account customer for an overdraft * or personal loan * will be considered and if approved, made available within one hour (providing we are in receipt of your signed agreement form).
*Written quotations available on request.
Service Level Guarantees for Business Direct/Community Directplus Customers
You're important to us
At The Co-operative Bank we don't just talk about high levels of service. As a Business Direct or Community Directplus customer, we give you guarantees that we will deliver what we promise. If we fail to live up to any of these promises, we will apologise, correct the error and credit your account with £25 for any inconvenience caused.
These are our five promises:
- We promise to begin processing account applications within 48 hours and, if successful, to open them without error.
- We promise to set up and pay your standing orders or direct debits as instructed and without mistakes.
- We promise not to make any financial errors on your statements.
- We will automatically issue your chequebook and cards and make sure you have one available at all times.
- We guarantee to calculate your charges and interest correctly. Should we make an error, this will be corrected without question.
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