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Our latest complaints report

What's a complaints report?

We keep a record of all complaints we receive and for our size, with over 2 million savings and 200,000 mortgage accounts, we receive relatively few complaints. 

These are reported to the Financial Conduct Authority (FCA) and published here every six months.

Summary of the key points from our latest report

We've received 
fewer than 2
for every 1000 banking and credit card accounts (which includes savings accounts)

We've had
fewer than 3 complaints
for every 1000 home finance accounts
(mortgage accounts)

PPI speculative
complaints continue
The majority of reported complaints continue to be cases where no policy was provided by us

Our full complaints report 

Firm name:
Coventry Building Society
Period covered in this report: 1 January 2018 – 30 June 2018
Brands/trading names covered: The Coventry
  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    1.49     - 2919 2950 77% 23% 62% Other general admin/customer service
Home finance 2.69 - 564 575 40% 60% 73% Other general admin/customer service
Insurance and pure protection - 184.17 2443 2428 28% 72% 37% Unsuitable advice
Decumulation and pensions - - 0 0 n/a n/a n/a n/a
Investments - - 7 8 25% 75% 50% Unsuitable advice
Credit-related - - 6 6 n/a n/a 50% n/a