The Co-operative Bank plc
The Co-operative Bank's Mortgage Services can assist with a variety of tasks for both new and existing mortgage customers. You can manage your mortgage account, inquire about payments, and receive support for applications submitted through the Broker Portal. Additionally, the service handles complaints related to mortgage issues. The line is open Monday to Friday from 08:00 to 17:00, with extended hours for application support until 18:00 and Saturday availability from 09:00 to 13:00. Customers often call to manage accounts, submit documents, or resolve complaints. To avoid long wait times, it's advisable to call earlier in the day or mid-week.
Updated 15 Dec 2025
Expected outcomes
- Manage mortgage account
- Inquire about payments
- Submit application documents
- Update application status
- Register a mortgage complaint
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Mortgage account number
- Personal identification
- Broker Portal reference
- Application details
- Complaint details
- Contact information
Known issues
Customers occasionally experience long wait times, particularly during peak hours and at the end of the month. To reduce waiting, try calling earlier in the day or mid-week. Some users also report difficulty reaching the Mortgage Services department due to confusing phone menu options. To avoid this, clearly state 'mortgage' or 'mortgage services' when prompted. If you encounter issues, ensure you have all necessary details ready, such as your account number and personal identification, to expedite the process.
