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Service standards

For Intermediary use only

Existing customer? Click here.

 

When you have submitted an application to us, please provide the required supporting documentation to us via Click as quickly as possible as all applications are assessed as below. When your application is assessed we will let you know what the outstanding information is and how to send to us on our information request.  This will be sent to your registration e-mail address.

 

Use our online contact tool ‘Tell us’ to reply to our information request; we will let you know we have received your information and add it to the application.

 

Application Type

Assessed

All Within 3 working days


Help us to help you

In all cases please ensure that all supporting documentation is provided up front when you submit your application.

 

Upload your documents via Click

Upload supporting documents for your case via Click.

 

Track individual cases

You can track the progress of an individual case on Click. We'll update your case with outstanding information and let you know using your registration e-mail address, please respond promptly with the items or information requested.

 


 

The information contained within this section is for use by mortgage intermediaries authorised by the FCA.

Information is not to be disclosed or given to the public or is intended as a consumer advertisement as it does not provide APRCs or APRC Representative Examples.

 

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, Platform, 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 Standards of Lending Practice which are monitored by the Lending Standards Board.

 

Calls to 0800 and 0808 numbers are free from landlines and mobiles. Calls to 03 numbers cost the same as calls to numbers starting with 01 and 02. Calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge. Calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Calls may be monitored or recorded for security and training purposes.

Help us to help you

 

In all cases please ensure that all supporting documentation is provided up front when you submit your application.

 

These requirements will be outlined in the shopping list.

 

Upload your documents via Click

Upload supporting documents for your case via Click

 

Track individual cases

You can track the progress of an individual case on Click. We'll update your case with outstanding information and let you know when it's been assessed.

We'll also provide you with individual email updates as your client's case progresses.