How to get a refund from The Co-operative Bank
Dealing with banking errors can be frustrating, whether it's an incorrect charge, a fraudulent transaction, or a payment that went wrong. The Co-operative Bank has clear processes for resolving these issues, and you have strong consumer rights protecting your money. This guide will help you understand how to get your refund quickly and efficiently.
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Build my claim →Your rights
Your rights for a refund from The Co-operative Bank are primarily covered by the Payment Services Regulations 2017 (PSRs), which protect you against unauthorised transactions and provide rules for mistaken payments. For Direct Debits, the Direct Debit Guarantee ensures you get an immediate refund for incorrect payments. If you paid by debit card, you may have chargeback rights through your bank, and for credit card payments over £100, Section 75 of the Consumer Credit Act 1974 makes your bank jointly liable with the retailer.
Step by step
- 1Gather all relevant evidence, including transaction dates, amounts, merchant details, screenshots, and any communication you've had regarding the issue.
- 2Contact The Co-operative Bank's customer service directly. Explain the situation clearly, providing all your evidence and account details. You can do this by phone, secure message via online banking, or in writing.
- 3Clearly state that you are requesting a refund and cite the relevant consumer protection, such as the Payment Services Regulations 2017 for unauthorised payments, the Direct Debit Guarantee, or your right to a chargeback/Section 75 claim.
- 4If the bank rejects your claim or you are unsatisfied with their final response, escalate your complaint to the Financial Ombudsman Service (FOS). You must do this within six months of receiving the bank's final response.
What they'll say, and your comeback
“This is a dispute with the merchant, not the bank. We cannot help.”
Comeback, Under the Payment Services Regulations 2017, you have a responsibility regarding unauthorised transactions. If I paid by credit card over £100, Section 75 of the Consumer Credit Act 1974 makes you jointly liable with the retailer.
“You authorised the payment, so we are not liable.”
Comeback, I did not authorise this specific transaction, or it was made under fraudulent circumstances. I reported it as soon as I became aware, as required by the Payment Services Regulations 2017.
“You waited too long to report this issue.”
Comeback, I reported this issue as soon as I reasonably could, and within the timeframes specified by the relevant regulations for unauthorised or incorrect payments.
FAQ
How long does The Co-operative Bank have to refund me?
For unauthorised payments, the Payment Services Regulations 2017 generally require your bank to refund you by the end of the next business day after becoming aware of the transaction, unless they have reasonable grounds to suspect fraud. Other types of refunds may take longer depending on the investigation.
What if I accidentally sent money to the wrong account?
If you've made a mistaken payment, The Co-operative Bank has a duty under the Contingent Reimbursement Model (CRM) Code for Authorised Push Payment (APP) fraud, and general banking practice, to attempt to recover the funds from the recipient bank. They must act promptly, but cannot guarantee recovery if the recipient refuses to return the money.
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A self-serve tool, not a law firm. General information, not legal advice.