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Complaints report

Of course we try to keep all of our members happy, all of the time - but sometimes, we get things wrong.

So if you're not totally happy with any part of our service please let us know so we can put it right as quickly as possible.

Under the Financial Conduct Authority's Dispute Resolution: Complaints Rule Book, and in common with other financial institutions, we are required to publish details of the numbers of complaints we receive every six months.

Complaints publication report

Firm name: Coventry Building Society
Period covered in this report: 1st January 2014 - 30th June 2014
Brands/trading names covered: The Coventry

  Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Banking 517 504 99% 51%
Home finance 386 342 98% 66%
General insurance and pure protection 1469 1487 100% 9%
Decumulation, life and pensions 13 13 100% 23%
Investments 0 0 n/a n/a

There has been a small increase of 6% on reportable complaints when compared with the second half of 2013; during this time the Society experienced considerable growth in business volumes. And when compared to the same period last year the Society has actually seen reportable complaints fall by 25%.

We continue to see a large amount of speculative complaints relating to the alleged mis-selling of payment protection insurance and mortgage payment protection insurance. Many continue to be referred to us by Claims Management Companies. A significant proportion of these complaints - around two-thirds over this period - are from people who have never bought such a policy from the Society.

Coventry has 1.7 million members and at 30 June 2014 we looked after approximately 1.96 million savings accounts and over 176,000 mortgage accounts.

In general, over the six month period we received one reportable banking complaint for every 3,793 savings accounts and one reportable home finance complaint for every 456 mortgage accounts.

All complaints are a matter of concern to us, even when they represent a small percentage of our total membership. That's why we work hard to resolve any member's complaint at the point of contact. It's why we have a complaints procedure that puts the member first.

We hope you never have to complain. But if we get things wrong, we aim to put them right.

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). This site is intended for UK residents only. Coventry Building Society. Registered Office: Economic House, PO Box 9, High Street, Coventry CV1 5QN.

Our advisors are available Monday to Friday 8am-8pm, Saturday 9am-5pm, Sunday 10am-4pm, telephone self-service is available 24 hours a day, 365 days a year. Contact your service provider for details of call charges, as costs may vary. Find out why we use an 0845 number. To maintain a quality service, calls made to and from Coventry Building Society may be monitored and recorded.