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Call us0800 121 8899

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Monday to Friday 8am - 8pm
Saturday 9am - 5pm
Sunday 10am - 4pm
Bank Holiday - closed 


All enquiries 0800 121 8899

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Making a complaint

Important information - the Payment Protection Insurance complaint deadline has now passed

The deadline for making new PPI complaints about mis-sold policies or undisclosure of commission has now passed.
There may be exceptional circumstances that would cause a new PPI complaint about mis-selling or undisclosed commission to be in time. Contact us if you think this applies to you.
 
You can still complain about other aspects of your policy such as the administration or claims. If you haven't heard about an existing PPI complaint, we'll be in touch soon.

If you're not happy for any reason, tell us. We take all complaints seriously and work hard to resolve them as soon as possible.


How to make a complaint


Online


Make a complaint now or send us
a secure message in Online Services
 
 
 


Phone or branch


Call us free on 0800 121 8899 to make
a complaint over the phone. 

Or you can visit a branch
 


Post


Write to us using this address below in
capitals and all on one line:

FREEPOST CBS CUSTOMER RELATIONS
 
Don't want to complain but want to give us feedback?
Email us at support@thecoventry.co.uk - please don't include any sensitive information
such as security details, card details etc.


What we'll do with your complaint

When things go wrong, talking it through with you is really important to us.

1

Let's talk about it

We'll contact you by phone within the first two working days after we've received your complaint to understand what's happened.

If we can't speak to you or need more time to find a resolution, we'll write to you within five working days to let you know.
 
 

2

Working together

A dedicated advisor will try to resolve your complaint with you straightaway. If this is possible, we'll send you a summary resolution letter confirming that your complaint has been resolved.
 
If we need a bit more time we'll make sure we keep you up to date with what's happening.

3

Reaching a resolution

After we've fully investigated your complaint, we’ll send you our final response by post detailing our findings and our decision.
 
We’ll also give you information about the Financial Ombudsman Service including how to contact them if you're unhappy with our decision.

What happens if we can't reach a resolution together?


We're covered by the Financial Ombudsman Service which offers a free and independent review service.

If you're not happy with our final response, you can ask them to review your complaint for you.

You'll need to contact them within six months of the date of our summary resolution communication or final response letter.

To contact the Financial Ombudsman Service:

Complaints - 3 frequently asked questions

How long will it take to resolve my complaint?

We’ll try to resolve your complaint as quickly as possible. You can read more about the timescales here…

Read more

How can I get an update on the progress of my complaint?

If you’ve already made a complaint you can call us on 0800 121 8899 for an update. You’ll need your security details to hand.

I’m not happy with your final response, what can I do?

If you’re not happy with our final response, you can ask the Financial Ombudsman Service to review your complaint for you…

Read more

Complaints we've received over the last six months

For our size, we receive relatively few complaints and we resolve them as quickly and sympathetically as we can.