Complaints report

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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 final six months of 2017:

In approximate terms, we received 1.26 complaints relating to banking and credit cards (which includes savings accounts) for every 1,000 corresponding accounts. For home finance, the level was 2.17 complaints for every 1,000 corresponding accounts. In both cases this is a reduction over the numbers reported for the previous six months.
As a result of increased publicity in this area, we have seen an increase in the volume of complaints relating to the alleged mis-selling of Payment Protection Insurance (included in the ‘Insurance and Pure Protection’ section of the table). A large proportion of these complaints are speculative in nature, and across the whole of 2017 approximately 61% of reported complaints were cases where no policy had been provided by the Society. During the 2nd half of the year, the Society has pro-actively re-opened past complaints where compensation is due to customers on the basis of the ‘Plevin’ ruling (non-disclosure of commission), which has also inflated the half-year complaint numbers.

Firm name: Coventry Building Society

Period covered in this report: 1 July 2017 – 31 December 2017

Brands/trading names covered: the Coventry

Complaints report for the period 1 July 2017 - 31 December 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	1.26	-	2534	2571	76%	24%	67%	Other general admin/customer service
Home finance	2.17	-	450	448	33%	66%	78%	Other general admin/customer service
Insurance and pure protection	-	277.20	3260	3261	40%	58%	59%	Unsuitable advice
Decumulation and pensions	-	-	0	0	n/a	n/a	n/a	n/a
Investments	-	-	9	8	13%	88%	50%	Unsuitable advice
Credit-related	-	-	2	5	n/a	n/a	40%	n/a

The above table shows all complaints we received between 1 July and 31 December 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.