We asked the Co-op Bank to respond to many comments and enbquiries from Customer Union members about waiting times when telephoning the bank. Here is their response.

Call wait times
“Over the last 12 months we have been working hard to overcome some challenges with call wait times. We completely understand that this has been frustrating for some of our customers and thank them for their patience whilst we made important service improvements and recruited more contact centre colleagues.
Over the course of 2022 we have doubled the number of full time employees in our contact centres, both for retail and SME. As a result, by the end of 2022, we were pleased to see significant reductions in our average call wait times across both retail and SME contact centres. More widely across the bank, we’ve filled over 1,300 vacancies and are committed to investing further in our colleagues. We are extremely proud of our colleagues unwavering commitment to supporting our customers. It is thanks to the support and service they deliver that we have maintained a customer satisfaction score of more than 90%, and we’re committed to ensure we continue to invest in, and develop, them further.
We recognise we have more to do, and our focus remains on ensuring we provide customers with the level of service they expect from us. Our customers truly are the spirit of The Co-operative Bank and we thank them for their continued support and loyalty.”