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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 2018: 

  • In approximate terms, we received 1.49 complaints relating to banking and credit cards (which includes savings accounts) for every 1,000 corresponding accounts. For home finance, the level was 2.69 complaints for every 1,000 corresponding accounts.

  • The number of reported complaints related to the alleged mis-selling of Payment Protection Insurance (included in the ‘Insurance and Pure Protection’ section of the table) continues to be impacted by increased publicity regarding the PPI complaints deadline of 29 August 2019.  A large proportion of these complaints continue to be speculative in nature, with the majority of reported complaints being cases where no policy had actually been provided by the Society. 

Firm name: Coventry Building Society

Period covered in this report: 1 January 2018 – 30 June 2018

Brands/trading names covered: the Coventry

Complaints report for the period 1 January 2018 - 30 June 2018
  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

The above table shows all complaints we received between 1 January and 30 June 2018.

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.