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Our latest complaints report

Back to making a complaint

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 complaints

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