We've changed our phone number
It's now free to talk to us. You can now call our new 0800 number from a landline or mobile phone for free.
0800 121 8899
From abroad: +44 24 7655 5255
Our Customer Service Centre is open:
Monday to Friday 8am-8pm
If you're an existing customer, please have your account number and password to hand when you call.
Our 24 hour self-service telephone option is also available 24 hours a day, 365 days a year. To use this service you'll need to use your Telephone PIN. The first time you phone us, you will be asked to change your PIN to a number of your choice. If you don't already have a Telephone PIN and would like to use our self-service option, just give us a call and we will be happy to arrange this for you.
If you think your cash card or debit card may have been lost or stolen or if your security details have been compromised, please contact us immediately using the above number. Alternatively, if you think any of your security details have been compromised, you can notify us online.
If you would prefer to contact us online, please send us an email. When contacting us by email you should not disclose any confidential information such as details of your accounts. For the same reason we cannot answer specific questions about your account via email. You may prefer to write a letter, telephone us or visit one of our branches.
If you have a query relating to one of your accounts and manage your accounts online, then please login and send us a secure message.
Information about the number of complaints we receive over a six month period.
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.
What to do if you have a complaint
If you have a complaint, you can contact us in one of several ways:
- Talk to the manager of your local branch or agency
- Talk to an advisor at our Customer Service Centre on 0800 121 8899
- Log in to Online Services and send us a secure message if you manage your accounts online
- Write to us at PO Box 600, Oakfield House, Binley Business Park, Coventry CV3 9YR
Our commitment to you
We'll do everything we possibly can to answer your complaint straightaway. However, if we need time to investigate your complaint, we'll promptly acknowledge this in writing and keep you informed of our progress, with an estimate of how much longer it will take to complete our investigations. We'll also provide you with the name of your designated contact, whom you can call if you have any queries during our investigations.
We'll do our best to reach a satisfactory conclusion to your complaint and we will inform you of the outcome in writing. This will be our final response.
Regulations allow us eight weeks to issue our final response. We will aim to do this sooner but if we are unable to respond to your complaint within this timescale, we will write to you to let you know.
Financial Ombudsman Service
If you believe we have not dealt with your complaint satisfactorily, you can refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service Opens new website in another window helps to settle disputes between financial services firms and their customers. The organisation is totally independent and their service is free to customers of all financial firms. Should you decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response. If your complaint is one that the Financial Ombudsman Service can deal with, they will look to find an appropriate solution and will advise you of what they believe to be a fair and reasonable outcome.
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' Opens new website in another window. 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 branchThis link opens in a new window.
Useful addresses and phone numbers
Coventry Building Society
Customer Service Centre
PO Box 600
Binley Business Park
Coventry CV3 9YR
Phone: 0800 121 8899
Financial Ombudsman Service
Phone: 0800 023 4567
Website: www.financial-ombudsman.org.uk Opens new website in another window