I've also found the customer service to be pretty good for the standard stuff but there is a blurry line between smile and The Co-operative Bank that confuses them.

For example, I can pay in a cheque or withdraw funds over the counter in a Coop Bank branch, but if I want to set up a foreign bank transfer I have to use the an online secure message. When I asked why I was told over and over "smile is an online bank". Which I suppose is true, up to a point.