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Complaints report

For our size - with over 2 million savings and 200,000 mortgage accounts - we receive relatively few complaints, and seek to resolve those we do receive quickly and sympathetically.

Complaints to the Society are reported to the Financial Conduct Authority (FCA) and published every six months. Below are details from our most recent reporting period.

In the first six months of 2017: 

  • In approximate terms, we received 1.58 complaints relating to banking and credit cards (which includes savings accounts) for every 1,000 corresponding accounts. For home finance, the level was 2.65 complaints for every 1,000 corresponding accounts.

  • We continued to receive a number of speculative complaints in relation to the alleged mis-selling of Payment Protection Insurance (included in the ‘Insurance and Pure Protection’ section of the table). For the period in question, approximately 60% of the reported complaints were cases where no policy had been provided by the Society.

Firm name: Coventry Building Society

Period covered in this report: 1 January 2017 - 30 June 2017

Brands/trading names covered: the Coventry


Complaints report for the period 1 January 2017 - 30 June 2017
  Number of complaints opened by volume of business  
Product/service grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks  Percentage upheld Main cause of complaints opened 
Banking and credit cards 1.58 -



77% 23% 67% Other general admin/customer service
Home finance 2.65 - 550 549
35% 65% 80% Other general admin/customer service 
Insurance and pure protection - 103.43 1640
15% 84% 10% Unsuitable advice
Decumulation and pensions - - 0 0 n/a n/a n/a n/a
Investments - - 9 13 23% 77% 46% Unsuitable advice
Credit-related - - 8 5 n/a n/a 40% n/a

The above table shows all complaints we received between 1 January and 30 June 2017.

All complaints are important to us, even when they represent a small percentage of our membership. That’s why we work hard to resolve complaints at the first point of contact. It’s why we have a complaints procedure that puts you, the member, first.

We hope you never have a reason to complain. But if we get things wrong, we aim to put them right.