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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 straight away, when you first contact us

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:



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:



PO Box 237




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:


Or contact them:

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

Phone: 0800 0 234 567 or 0300 123 9 123



Complaints reporting

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. The information is summarised on The Co-operative Bank website >>





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.