Listening to Members
We think it's very important to listen to what our members have to say. Even more important, where we can, we'll act on what you tell us.
There are a number of ways in which we listen to members.
Members' Council helping us to Put Members First
We're committed to listening to our members and acting on what they tell us. A key part of this is our Members' Council - a dozen members who volunteer to work with us to review our performance, provide feedback on our plans and help us develop our approach.
At the latest meeting of the Members' Council there was a wide range of topics to be tackled. At the same time, we welcomed four new members to the Council.
"Members sit on the Council for three years," said Phil Sawyer, Member Communications Manager for the Coventry, "so we need to recruit new members to make sure we hear a wide range of views."
At the latest meeting the Council was given an overview and update on the Society's performance by Chief Executive, Mark Parsons, before moving onto the business of discussing the Society's Members First values and principles. Then we were joined by the Society's Chairman Ian Pickering to talk about plans for this year's Annual General Meeting.
In the afternoon, the Council talked about executive remuneration with Bridget Blow, Deputy Chairman. This is a topical issue and it's right that we seek members' views.
This was followed by an item brought to the Council meeting by one of the members - a discussion around our community work and charitable partnerships.
In-between quarterly meetings, Council members get regular updates on Society matters and have the opportunity to talk to contacts across the Coventry about matters of interest.
"It's a great initiative," said Phil. "We can put our ideas to the Council and get immediate, rich, usable feedback from them. The Council really makes a difference and keeps us focussed on keeping our members' interests at the heart of everything we do."
Our Roadshows give us the opportunity to visit you and meet our members. You also have the chance to meet our managers and directors face-to-face, ask questions and receive honest answers in an informal setting. If you'd like to attend our next Roadshow, please get in touch - we look forward to seeing you there.
Roadshows to date:
Thousands of members have had the opportunity to come to our Roadshows over the last few years. Here's where we've been since 2007:
Birmingham, Leamington Spa, Merry Hill, Hinckley, Bristol and Coventry.
Every day we ask our members about the service they receive. Whether you use the branch network or call our Customer Service Centre in Coventry, we want to know what you think. And you can be sure that we'll be interested in your answer.
In addition, throughout the year we run a number of customer surveys on a range of topics. Do we make it easy for you to open an account? What do borrowers think about the annual statement information we send to them? How did we manage your maturing bond? If you have to make a complaint, how do we treat you?
We're always interested in making it easier for our members, so we look very closely at the answers members provide.
Of course we try to keep all of our members happy, all of the time - but sometimes, we get things wrong. 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.
Every six months, we publish our complaints report which details the number of complaints we have had during that period.
Read our latest complaints report
Making a complaint
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
Find out more about our complaints process here