The Bank launched a separate internet-only operation known as smile in 1999, which, according to surveys, has the highest satisfaction ratings among UK banks and has received many awards in recent years for customer service and online banking [1]. It has around half-a-million customers. Smile has its call centre based at a unique pyramid building in Stockport.
Co-operative Bank Independent Financial Advisers (CBFA)While the bank, like any other, is run on profitable lines, it does occasionally turn away new business which it feels may compromise its ethical policies. In the 2005/06 financial year, whilst making profits of £96.5 million, it turned away business of nearly £10 million (Guardian article).
In June 2005, the bank closed the account of a Christian evangelical group (Christian Voice) because of its allegedly homophobic standpoint. They said the group was "incompatible with the position of The Co-operative Bank, which publicly supports diversity and dignity". Christian Voice said the bank was discriminating against it on religious grounds (press release). Gay Times subsequently selected The Co-operative Bank for its Ethical Corporate Stance Award.
