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Complaints

Help us to help you

 

For existing mortgage customers

Intermediaries please click here >

 

At Platform we are committed to providing you with the best service possible.  However, we recognise that sometimes things can go wrong. Letting us know when you're not happy with our products or service, provides us with the opportunity to put it right and helps us to improve our service for all customers.

 

Our promise is to:

 

Bullet pointtreat your complaint fairly

Bullet pointtry to resolve complaints when you first contact us

Bullet pointif we cannot resolve your complaint when you first contact us, send you a response in writing

Bullet pointkeep you informed of our progress

 

How to make  a complaint

 

The first step is for us to understand your complaint. How you can contact us:

 

Applications

If your complaint relates to your application for a mortgage, please contact our office in Leek:

 

Telephone:  0345 070 1999*
Alternatively write to:
Customer Response Centre (C097), Britannia House, Cheadle Road, Leek, Staffordshire, ST13 5RG

 

Current customers – mortgage accounts and insurance
If your complaint relates to your mortgage account or to insurance, please contact our office in Plymouth:

 

Platform

PO Box 237

Plymouth

PL1 1WG

 

Telephone: 01752 236555

 

 

To help us resolve your complaint we’ll need the following information: 

 

Bullet pointdetails of what you  are concerned about

Bullet pointyour name and address

Bullet pointaccount number (where possible)

Bullet pointa daytime telephone number

 

Please let us know if you need your response to be sent in an alternative format such as large print, audio or Braille.

 

What happens next?

We will always do everything we possibly can to sort out the problem. We’ll send you a written acknowledgement within five working days and keep you informed on our progress until your complaint has been resolved.

 

Not satisfied with our response?

Should you remain unhappy with our 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.

For more information about the Financial Ombudsman Service visit:

Website: http://www.financial-ombudsman.org.uk/

Or contact them:

Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 0 234 567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

 

Complaints reporting

All complaints that we cannot resolve by the end of the next working day are reported to the Financial Conduct Authority. Every six months we publish a summary of this information on The Co-operative Bank website >>

 

YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE

 


 

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.

 

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