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 Service 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. The following table shows this information for the period between 1 January 2011 and 30 June 2011.

Complaints publication report

Firm name: Coventry Building Society
Period covered in this report: 1 January 2011 - 30 June 2011
Brands/trading names covered: The Coventry, Stroud & Swindon

Coventry has over 1.5 million members and at 30 June 2011 we looked after more than 1.8 million savings accounts and over 155,000 mortgage accounts.

Over the six month period, we saw one reportable banking complaint for every 3,789 savings accounts and one home finance complaint for every 812 mortgage accounts.

Over the same period we processed over 13 million transactions for our saving and borrowing members.

The total number of reportable complaints we received between 1 January 2011 and 30 June 2011 represents approximately one complaint for every 1,540 members.

However, 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. It’s also why we are the largest financial institution in the UK not to be mentioned in the reports for complaints referred to the Financial Ombudsman Service to date, having too few complaints to feature in each report.

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