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Make a complaint

At the Coventry, we are dedicated to putting our members first and we always aim to provide you with the highest standard of service. However, if we make a mistake or if you don't receive the service you expect, we'd like to know about it as soon as possible, so that we can put things right.

Complaints report

Information about the number of complaints we receive over a six month period.

What to do if you have a complaint

If you have a complaint, there are several ways you can contact us:

Online

If you are registered for Online Services, log in and send us a secure message.

In branch

Talk to a manager at your local branch or agency.

Call us

Talk to our free Customer Service Centre on 0800 121 8899.

Write to us

Customer Service Centre,
PO BOX 600,
Oakfield House,
Binley Business Park,
Coventry CV3 9YR

What will happen with your complaint

Complaints that we can resolve quickly

  • We'll do everything we can to answer your complaint as quickly as possible.

  • We'll check with you that the actions we've taken have satisfactorily resolved your complaint.

  • We'll also send you a resolution letter to confirm this, and to let you know of the procedure and the time limits for referring your complaint to the Financial Ombudsman Service if you later decide that you're unhappy with what we've done to resolve the matter.

  • You do, of course, have the option to get back in touch with us first if you have any outstanding concerns that you feel we have not addressed. If this is the case, we'll be happy to look into the matter again for you.

Complaints that may take longer to resolve

Regulation allows us 56 days to resolve customer complaints but we're committed to resolving them much sooner than this where we can. If we do need more time to investigate your complaint we will:

Step 1

Acknowledge your complaint

We'll promptly acknowledge your complaint in writing and provide you with an estimate of how long our investigation is likely to take.

Step 2

Assign a key contact

We'll provide you with the name of a designated contact who will investigate your complaint, keep you updated on progress and see it through to completion.

Step 3

Reach a conclusion

We'll aim to reach a satisfactory conclusion and once we've completed our investigation, we'll send you our final response. This will tell you what we found out, our decision and if applicable, what we plan to do.

Financial Ombudsman Service

If you're unhappy with our decision and wish to take your complaint further, you can refer the matter to the Financial Ombudsman Service. This is a free and independent service which helps to settle disputes between financial service firms and their customers.

Should you decide to refer your complaint to the Financial Ombudsman Service after we've written to you with our resolution or final response letter, you must do so within six months of the date of those letters.

How to get more information about the Financial Ombudsman Service

For more information about the Financial Ombudsman Service, please visit their website and read the online leaflet 'Your complaint and the ombudsman'. Alternatively, if you would like to receive a printed version of this leaflet, you can phone our Customer Service Centre on 0800 121 8899 or visit your local branch.

If you would prefer to telephone or write to the Financial Ombudsman Service, their contact details are as follows:

Exchange Tower
London
E14 9SR
Phone: 0800 023 4567
Email: complaint@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk opens website in another window

Online Dispute Resolution

The European Union has an Online Dispute Resolution (ODR) platform which may assist in resolving disputes about online services. The ODR can be accessed at http://ec.europa.eu/consumers/odr/ opens website in another window

Coventry Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (firm reference number 150892 www.fca.org.uk Opens new website in another window). This site is intended for UK residents only. Coventry Building Society. Registered Office: Economic House, PO Box 9, High Street, Coventry CV1 5QN.

Our Customer Service Centre is open Monday to Friday 8am-8pm, Saturday 9am-5pm, Sunday 10am-4pm.

Calls to 0800 numbers are free when made from the UK. You may be charged for calls to all other numbers, please contact your service provider for further details. We may monitor, record, store and use telephone calls to help improve our service and as a record of our conversation.