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Making a complaint

Putting our members first

''At the Coventry, we want to get it right for our members and hope you never need to complain. However, if we have made a mistake and you're not happy for any reason, tell us. We take all complaints seriously and work hard to resolve them as soon as possible.''

Ian Black - Head of Customer Services

Complaints report

We keep a record of all complaints we receive and we publish a report online

Ways to get in touch


Call us on
0800 121 8899

Pop into a branch

Find a branch

Contact us by email

support@thecoventry.co.uk

Write to us

Send us a note

Write to us


If you prefer to write to us, use this address:

 

Coventry Building Society 
PO Box 9
High Street
Coventry 
CV1 5QN 

Making a complaint 

We hope you never have to complain, but if for any reason you think we've made a mistake, tell us and we'll try to put it right. 

Complaints
What happens next?


Regulations give us 56 days to resolve complaints. We try to resolve complaints as quickly as possible.

Step 1  - Acknowledge complaint


We'll acknowledge your complaint in writing and keep you informed of our progress.

Step 2 - Resolution date


We'll tell you how long we think it'll take us to investigate your complaint. 

Step 3  - Conclusion 
 


We'll send you our final response - this will tell you what we found out, our decision and what we plan to do next. 

If you don’t think we’ve dealt with your case properly and fairly, you can ask the Financial Ombudsman Service to investigate, but you must contact them within six months of the date of our final letter to you.

The Financial Ombudsman Service 


The Financial Ombudsman Service resolves problems between financial organisations and their customers. 

If together we can't resolve your complaint, you can ask the Financial Ombudsman to investigate, and they'll give us an unbiased answer about the situation. 

Things to remember 

If the Financial Ombudsman decides we've treated you unfairly, they can tell us to put things right  - and we have to comply. 

You must give us a chance to investigate your complaint before contacting the Financial Ombudsman and you must contact them within six months of our final response to you. 

To contact the Financial Ombudsman Service:

Please don't include any account or security information in your message.