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Genuinely different

To us, you're much more than a savings or borrowing customer - you're a member. We're owned by our members which means our business is your business; We put you first in everything we do.

To us, members' first is a commitment to offering all of our members long-term value with a service that is as simple as it is efficient. We treat all of our members fairly regardless of how long they have been with us and our staff are here for one reason and one reason only - putting members first.

Genuinely different

At Coventry Building Society we like to think our approach is different. As a building society, we're owned by our customers - our savers and borrowers.

To us, you're much more than a savings or borrowing customer - you're a member. We're owned by our members which means our business is your business. We put you first in everything we do.

That means that we make decisions with the interests of our customers in mind because we don't have to answer to shareholders.

It means we offer simple, easy-to-understand savings and mortgage products, with no catches or hidden conditions.

We run the Society as efficiently as possible and are very careful about how we spend our members' money.

Being genuinely different means we listen carefully to our customers. And we act on what you tell us.

We might not always get it right all of the time. But should things go wrong, we'll listen and work hard to put it right. It's just another example of the genuinely different approach we offer.

Of course, it's one thing to say we're genuinely different. But what does it mean in reality? Here's the Genuinely Different Newsletter (PDF 1.3MB) Opens in a new window we sent to members before our 2013 AGM, which shows what we've delivered to members.

Our members' principles

Our principles are fundamental to the way your society is run; they are the golden rules we live by to support you and your local communities.

We promise more than customer service; we promise member service

Not only are you a member, you're also our number one priority. We believe you deserve the highest level of service at all times, from our branches to our Customer Service Centre or here when you visit us online. After all, it's your business too.

We guarantee a fair deal for our members

To us, as a mutual society, your interests are paramount and are at the heart of everything we do. We aim to provide you with excellent value, clear and honest deals and we guarantee service you can rely on.

We listen to our members and act on what they say

You have a voice and we're here to listen (or give you every opportunity to be heard). Whether it's through our surveys, at one of our regular member roadshows, at the members' council or simply when you visit us in branch, your opinion counts. We value your feedback - we're always interested to hear your thoughts and how we can improve your experience with us.

We treat members equally

We pride ourselves on treating our members equally. Some organisations offer special mortgage or savings deals for new business that their existing customers aren't allowed to take. We don't do that. As an existing customer, you can access the same great products as new customers on exactly the same terms.

As a member, you share our success through great value products - whether you're a saver, a borrower, or both. So, whether you have £100 or £100,000 with us, you'll enjoy the same great service.

We support our members' communities

We care about our members and believe we have a responsibility to support your local communities. So whether that's volunteering to support local organisations, fundraising for good causes or simply reducing our environmental impact - we're committed to making a difference to you.

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."

The Members' Council

Members Roadshows

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.

Map of roadshow locations since 2007

Customer Surveys

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.

Complaints

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.

Complaints report

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

AGM 2015 results

We would like to thank all our members who participated in the 2015 Annual General Meeting vote, and for the overwhelming support you have given to the Board's recommendations. This year 133,266 members voted, which represents 13.5% of our eligible membership.

The table shows the total number of votes cast. All of the resolutions and elections were passed, receiving substantially more than the 50% endorsement required from members voting.

To ensure fairness and accuracy, the AGM vote was independently scrutinised by Electoral Reform Services, part of the Electoral Reform Society.

The results of the resolutions proposed at our recent Annual General Meeting are shown below:

  For Against Withheld % in favour
Ordinary Resolutions
Directors' Report, Annual Accounts and Annual Business Statement for the year ended 31 December 2014 131,325 1,055 895 99.2
Annual Remuneration Report for the year ended 31 December 2014 122,138 9,125 2,005 93.1
Reappoint Ernst & Young LLP as Auditors of the Society 128,630 3,405 1,240 97.4
Election of directors
Mark Alistair Parsons 127,980 3,517 1,778 97.3
Janet Elizabeth Ashdown 128,155 3,629 1,493 97.3
Peter George Edwin Ayliffe 127,553 3,965 1,761 97.0
Bridget Penelope Blow 127,714 4,085 1,475 96.9
Roger Douglas Burnell 127,798 3,731 1,745 97.2
Peter Nicholas Frost 127,922 3,639 1,714 97.2
Ian Scott Geden 127,711 3,831 1,736 97.1
John Lowe 128,073 3,519 1,682 97.3
Ian Pickering 127,904 3,671 1,702 97.2
Glyn Michael Smith 127,631 3,905 1,739 97.0

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 Opens new website in another window). 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 here. To maintain a quality service, calls made to and from Coventry Building Society may be monitored and recorded.