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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 July 2013 - 31st December 2013
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 464 472 99% 60%
Home finance 297 306 96% 64%
General insurance and pure protection 1471 1569 99% 12%
Decumulation, life and pensions 18 18 100% 33%
Investments 0 0 n/a n/a

The overall number of reportable complaints has fallen for the third six-month period in a row. We saw a drop of nearly 30% when compared to the previous half-year period. The number of new complaints reported is the lowest for the Society since the second half of 2011.

Nevertheless, 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.

The level of complaints relating to our core savings and mortgage business continues to fall, despite the Society experiencing considerable growth in business volumes over the period in question.

Coventry has 1.7 million members and at 31 December 2013 we looked after approximately 1.83 million savings accounts and almost 240,000 mortgage accounts.

In general, over the six month period we received one reportable banking complaint for every 3,943 savings accounts and one reportable home finance complaint for every 802 mortgage accounts.

Over the same period we processed over 14.1 million transactions for our saving and borrowing members.

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.