- what is your registered address?
- who regulates you?
- how do I give you feedback or make a complaint?
- how do you protect my information?
- what law is applicable to my contract with you?
- email security
- our disclaimer
- faster payments service
- credit reference agencies
what is your registered address?
The Co‑operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester, M60 4EP. Registered in England and Wales No. 990937.
who regulates you?
smile is a trading name of The Co-operative Bank which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No.121885) and holds an Interim Permission in respect of consumer credit activities and subscribes to the Lending Code and the Financial Ombudsman Service.
The Lending Code is a voluntary code that sets standards for good lending practice that all of its members have to meet. That way you can be sure we're doing things in your best interests.
For further advice, the following documents are available to download through the Lending Standards Board website:
The Money Advice Service
The Money Advice Service has impartial information and tools to help you when budgeting, borrowing money, taking out a mortgage or opening a savings account.
For more information please visit www.moneyadviceservice.org.uk, or call The Money Advice Service helpline on 0300 500 5000^ (call rates may vary).
how do I give you feedback or make a complaint?
Your opinion is very important to us. Listening to your views helps us grow as a company and stay on track with what you, our customers, want.
Or if we get something wrong, you may need to make a complaint. Be assured that we treat all complaints seriously and promise to deal with them fairly and promptly, and in many cases we'll resolve them right away.
You can call us on 03457 212 212^ or write to:
how do you protect my information?
The privacy of Co‑operative Bank customers is very important to us, and how we deal with personal information is outlined in our terms and conditions. We hope the way in which we gather and use your personal information addresses and respects any concerns you may have:
We will only use the personal information we gather:
- in the normal course of our business to provide the products and services you have requested
- to identify you when you contact us
- to determine if we can offer you a better service or more relevant products
- to send you e-mail updates of service changes which are important to you or which we feel may be of interest to you
- for credit assessment, to review the conduct of and to administer/operate your accounts
- for statistical analysis, including automated techniques (e.g. behaviour and credit scoring) and to monitor and analyse our business
We will disclose your personal information only to:
- our agents and sub-contractors to administer and operate your account or to conduct our business
- the insurer of any payment or card protection cover which you take out in connection with your account
- our licensed credit reference agency who may keep a record of any search we make and your personal information may be shared with and used by other lenders in assessing applications from you or members of your household
- any person to whom we transfer our rights or obligations under this agreement
- for debt tracing or fraud prevention
- to help desk advisers, minicom / typetalk operators or their equivalent
- if required or compelled to do so by law
what law is applicable to my contract with you?
In legal disputes, the Law of England will apply. As required by law, please note any terms and conditions of your account will be in English, governed by the laws of England and Wales and we will communicate with you in English.
For your additional peace of mind, every marketing customer e-mail sent by us, will include the last part of your postcode.
The Bank has taken the greatest of care to ensure the accuracy of the contents of this website, but cannot accept responsibility (to the extent permitted by law) for any inaccuracies, omissions, or errors whether in respect of the information provided on the Bank's website or on any to which the Bank's website may be linked. The Co‑operative Bank p.l.c. (the "Bank") is a United Kingdom bank and its products are only available in the United Kingdom (including the Channel Islands and the Isle of Man) to United Kingdom residents.
The information on this website may only be used by UK residents and expatriates for their own purposes. Permission must be obtained from the Bank for any other use.
faster payments service
The Faster Payments Service is a new electronic payment method, which will speed up the way you make and receive electronic payments. In most cases the money will be available within two hours, rather than the three working days it takes currently. You can use the Faster Payments Service to make either immediate or future dated transfers and bill payments, as well as standing orders. Standing order and future dated payments will only be processed Monday to Friday. In most cases, the funds will be available within two hours. Note: Direct Debits are not part of the Faster Payments Service.All smile accounts are now able to send and receive faster payments.
sending faster payments:
If you are making a payment using the Faster Payments Service you should check that the account you are sending money to receives Faster Payments.
- If you wish to make a fund transfer or bill payment (Single Immediate Payment) then the maximum you can send is £100,000
- If you wish to make a Standing Order then the maximum you can send is £100,000
- We may adjust the sending payment limits for the Faster Payments Service at any time
- Receiving Faster Payments: Find out if another sort code can receive faster payments
- smile will accept faster payments up to Scheme Limits. However, some Banks may have lower limits in place.
key features include:
- The Faster Payments Service will be available 24 hours a day, 7 days a week, other than during periods of essential maintenance (except for payments made by standing order or future dated payments)
- The service will speed up the time it takes to make and receive electronic payments
- Payments will be transferred between participating financial institutions and, in most cases funds will be available in the beneficiary’s account within two hours
Although in most cases the new Faster Payments Service will speed up electronic payments, there are a few important points you should be aware of:
- Payments are made almost immediately, so they cannot be stopped and the sending bank is unable to retrieve the funds.
- It is essential that you provide us with the correct sort code and account number for the bank account receiving your payment
- Most other banks sort codes are able to receive faster payments; however this does not apply to every sort code
- The Faster Payments Service will only operate in Sterling and is only available for UK payments.
There are circumstances which may prevent payments going via the Faster Payments Service; therefore payments can not be guaranteed to reach the recipient the same day in all cases. If your payment is time critical we would recommend using CHAPS (for which an ancillary charge would be levied). Please talk to us to discuss.
credit reference agencies
When you apply to open an account with us, we have to decide if you appear to be an acceptable credit risk. To do that, we use a variety of information:
- the details you have given us
- how you have operated your accounts in the past
- information from one or more Credit Reference Agencies
The application is only approved if all the information we receive is acceptable. We use a method called credit scoring to assess applications to open an account or borrow money, although our decision is not necessarily based on credit score alone. We also use Credit Reference Agencies to help us to make the decision.
For further information on Credit Reference Agencies and how we use them, please read the following document: