Complaints
We know that sometimes things go wrong and here at The Co-operative Investments we really value your feedback. Letting us know when you are not happy with our products or service, provides us with the opportunity to put it right as quickly as possible and helps us to improve our service for all our customers.
Our promise is to:
- treat your complaint fairly and promptly
- try to resolve complaints straight away, when you first contact us
- respond to you by phone if possible, and in writing once our investigations are complete if we have not been able to resolve your query when you first contact us
- keep you informed of our progress.
How to make a complaint with The Co-operative Investments
Please write to:
Central Customer Relations Unit
The Co-operative Investments
Miller Street
Manchester
M60 0AL
Alternatively, you can call our Customer Feedback line 0845 300 0374
Lines are open Monday to Friday 9am to 5pm.
If you need your response to be sent in large print or Braille – please let us know.
Not satisfied with our response?
We’ll do our best to resolve your complaint, but if after receiving our response you feel that there is further information we should consider, let us know. Your complaint will be reinvestigated and we’ll provide you with our final response containing the outcome of the investigation. This is normally provided within eight weeks of when you first raise your concerns with us.
Still not satisfied with our response?
We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied after you have been provided with our final response or if eight weeks have passed since you first raised the matter with us, you have the option to refer the matter to the Financial Ombudsman Service,
find out more.
Complaints reporting
All complaints that we aren’t able to resolve by the end of the next working day are recorded. Every six months we will report a summary of this data and publish it onto The Co-operative Banking Group's website.
