We are delighted to celebrate The Co-operative Bank on achieving CCA Global Accreditation for Customer Experience© for the second consecutive year. This prestigious recognition underscores their steadfast commitment to delivering exceptional customer service while fostering a positive and supportive environment for colleagues.


Rooted in the values of the co-operative movement since its founding in 1872, The Co-operative Bank has always been driven by a strong ethical foundation. As the first UK bank to adopt a customer-led Ethical Policy in 1992, they have consistently prioritised aligning their business practices with the values and priorities of their customers.


This approach is reflected not only in their operations but also in their commitment to environmental, social, and governance (ESG) principles, earning them the distinction of the UK’s best ESG-rated high street bank for three consecutive years.


The achievement of this Accreditation reflects the significant strides The Co-operative Bank has made in enhancing the customer journey while fostering a workplace culture where colleagues feel valued, supported, and empowered. During the rigorous assessment process, the bank demonstrated:

 

  • A strong commitment to wellbeing: Colleagues shared positive feedback about feeling valued and well looked after, highlighting the bank’s efforts to prioritise wellbeing and build a supportive environment.
  • Continuous improvement: From front-line advisors to senior management, the Bank’s focus on collaboration and actionable improvements ensures customer and colleague voices are heard and integrated into daily practices.
  • Effective communication and engagement: Clear and cohesive communication across all levels of the organisation reinforces their dedication to addressing challenges and enhancing both colleague and customer experiences.


This Accreditation is a testament to The Co-operative Bank’s ethos of "Ethical then, now, and always". Their ongoing efforts to drive equality, inclusivity, and sustainability further amplify their impact, making them a true leader in ethical and customer-focused banking.


On behalf of everyone at CCA, congratulations to The Co-operative Bank on this remarkable achievement. We are proud to support your journey and look forward to seeing the continued positive impact you will make for both your customers and colleagues.


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