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Customer Service Centre


Opening hours

Monday to Friday 8am-7pm
Saturday 9am-2pm
Sunday closed
Closed on bank holidays 

Free call from mobiles and landlines.


All enquiries 0800 121 8899

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Maintenance update

We’re giving our system a bit of a check up from 11pm on Sat 8 May until 8am on Sun 9 May. While we do that, our Online Services, password set-up service and savings account opening won't be available.

Using Online Services

Changes to Online Services

A new look for Online Services

Our redesigned Online Services now works better on mobiles and tablets.

Why not give it a try?

At Coventry Building Society, we’re always doing our best to keep you safe online. So in line with new regulations, we’ve introduced a new way to log in and use your account that’s easier and safer than ever before.

You’ll need to receive an automated call when you log in and use your account so we can confirm it’s you. If we don’t have a home and/or mobile number for you, you won’t be able to manage your account online.

To check that we have the right contact details for you, call us on 0800 121 8899, or visit your nearest branch.

These changes are all part of our commitment to putting our members and security first.

Using Online Services

Adding another user to Online Services
Your online access is unique and for security reasons shouldn't be shared with anyone else, even if they're a joint account holder. If you’re a joint account holder, you can register in your own name to view the account online.
You may not be able to view all your accounts

If you've opened a new account online, it won't appear in Online Services for up to 15 minutes. Log out and try again in a while. 

There are also some accounts that we can't show you online, for example Junior ISAs. You can manage these accounts by phone - just call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

If you're not sure your contact details are up to date

You'll need to receive an automated call when you log in and use your account so we can confirm it's you. 

If we don't have a home and/or mobile number for you, you won't be able to manage your account online. 

To check that your contact details are correct, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

Your 'available balance' is how much you have available to withdraw.

Your 'account balance' could be different because it includes cheques that are waiting to be cleared. The account balance is the amount we use when we calculate your daily interest.

So if you have payments due to go out, the amount you can withdraw is your available balance, not your account balance. 

Technical help

Recommended browsers

For the best experience online, we recommend that you use these browsers for both our website and for Online Services:

Desktops and tablets:

  • Microsoft Edge – latest version
  • Google Chrome – latest version
  • Safari – latest version

Mobiles:

  • Safari for iOS – latest version
  • Google Chrome – latest version

They may work on other browsers, but there might be certain things you can’t do if you use a browser that isn’t supported.

Always use the latest version of your browser – it’ll help to keep your information safe from online security threats.

You can find links to the most up-to-date browsers here: www.gov.uk/help/browsers.

Settings you need to use Online Services

To use Online Services, you’ll need to enable certain settings on your computer. To find out how to do this, or to check all your settings, go to your browser’s help section.

Javascript

You need to enable Javascript in your browser to use Online Services. It’s a common computer language that’s used by many websites so they run correctly. This can usually be changed in your browser settings.

Cookies

We recommend you accept cookies from us – they help our website work better and you won’t be able to log in to Online Services if cookies are disabled.

(Don’t worry – we take your right to privacy seriously. We won’t disclose information about you or your accounts to anyone, other than where we have your consent, or where we’re compelled or allowed by law to do so).

Privacy Policy

Pop-ups

A ‘pop-up’ is any page that appears in a new or 'pop-up' window, usually over the top of the page you’re viewing. A ‘pop-up blocker’ prevents this happening.

We recommend that you enable pop-ups because we use them to highlight important information and for our application forms and calculators. If you disable them, you’ll still be able to use Online Services, but you won't be able to see some of the help sections that appear in pop-up windows.

Temporary internet files

Most browsers store copies of web pages, images and other temporary files for faster viewing later.

So that you can always see the latest versions of our pages, make sure the settings for your 'temporary internet files’ and ‘history' are set to 'automatically'.

If you see a ‘time out’ message

‘Time out’ means your current Online Services session has expired. If we don’t see any activity, we'll end your session to help keep your information safe.  

You’ll need to start what you were doing again.

If you’re having any difficulties, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

Automated call

About the automated call

At Coventry Building Society, we’re always doing our best to keep you safe online. So in line with new regulations, we’ve introduced a new way to log in and use your account that’s easier and safer than ever before. 

You’ll need to receive an automated call when you log in and use your account, so we can confirm it’s you. If we don’t have a home and/or mobile number for you, you won’t be able to manage your account online.

When you're ready to receive the call (you can do this 24/7), it won't take long and it won't be a real person.

You won’t need to be able to hear the automated call. Wait 20 seconds from answering the call, then key or say the code you see on your Online Services screen into your phone. You won't be asked to do anything else.

These changes are all part of our commitment to putting our members and security first.

If you didn’t receive the call

You may not have received the automated call because:

  • You asked us to call you on your mobile, but you don’t have a signal. You'll need to answer the call so try again when you have a signal or select your home number instead. 
  • You asked us to call you on a number you didn’t intend to, for example, your home number rather than your mobile. Choose the correct number and make your request again.
  • The number we hold for you is out of date. To check that we have the right contact details for you, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.
Using a Call Minder or Guardian
If the automated call is blocked by your service, check your 'blocked' settings. You may need to add this number - 024 7601 6451  - to the list of numbers that should always be allowed, or to your Call Guardian white list.
If you don't have a phone or access to a phone
You won’t be able to use Online Services if you don’t have a phone, as you won't be able to receive the automated call to confirm it's you. You’ll have to provide a phone number to register for Online Services, and you’ll need to be able to access that phone when you’re logging in. It can be your home landline – it doesn’t have to be a mobile.
The number of the automated call

The automated call number is 02476 016 451. It's the only number we'll ever use to confirm it's you when you log in and use your account. We'll only ever ask you to key or say the code you see on your Online Services screen into your phone.

If you have a call guardian or call minder service (e.g. Sky Shield), save it to your phone’s contacts so that the call won’t be blocked and you recognise that it’s us calling.

This number doesn’t accept incoming calls and you won’t be able to call it back. If you need to talk to us, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

Security and fraud concerns

If you see a transaction you don’t recognise
If you think you've been the victim of fraud, or someone has access to any of your Security Details, call us straight away on 0800 121 8899 . Go to our fraud and security section for information on how to recognise common scams.
If you think you’ve sent a payment to the wrong person
Call us straight away on 0800 121 8899
Trusteer Rapport is showing ‘inactive’

Trusteer Rapport is software which works with your web browser that we provided to members for some years. It offers some protection when using online banking e.g. it can help spot fraudulent websites.

We looked into Trusteer Rapport and it was only used by 0.1% of our members. We decided to stop offering this optional add-on service from 31 October 2020 and instead invest in measures beneficial to all members. The security and fraud prevention technologies we use now are built into our services, to give protection to all our members.

If you decide to keep Trusteer Rapport on your device, it will still work with web pages you've manually added and with websites from other companies using Trusteer Rapport.

Want to remove Trusteer Rapport from your device?

You can find out how to remove Trusteer Rapport from your device on IBM’s Trusteer Support website.

How to stay protected online

Make sure you’re aware of how to spot common scams. View our Fraud and Security centre for information on how to stay safe online. There’s also more information on the Government’s National Cyber Security Centre website. 

Closing your account

Closing your account online

Depending on the terms and conditions of your account, you may be able to close it online.

You’ll find the option to close your account under ‘Account details’. If you aren’t able to close your account online, you’ll see a message telling you.

If that’s the case and you’d like to close your account, call us on 0800 121 8899. We’ll be happy to help.

Giving notice

If you have a ‘notice account’
You’ll need to give notice before you can take money out or close the account. If you don’t give notice, you might incur a charge.
How to give notice
  • Choose ‘Give notice’ – you’ll find this option in both the ‘Payments’ and ‘Account details’ sections of each account.
  • Using the drop down menu, tell us whether you want to give notice to close the account or take money out. If it’s to take money out of the account, then tell us how much.
  • We’ll need to confirm it’s you – and you’ll see a message on the screen confirming that we’ve received your notice instruction. Your instruction will appear in ‘Existing notice instructions’ along with any other notice instructions you’ve set up.
  • We’ll also send you a secure message confirming that we’ve received your instruction – and 10 days before the notice period ends, we’ll send you another secure message to remind you of when your notice period comes to an end and your penalty-free period begins.
  • Even though your account is on notice, you’ll continue to earn interest on your savings in full until you close the account, or you take that amount out of the account.
To cancel your notice instruction

You don’t have to let us know – if you don’t make a payment out of your account, or close it, the notice instruction will simply expire. But you can cancel your instruction during the notice period if you want to.

Choose ‘Cancel notice’ next to the instruction you’d like to cancel. We’ll send you a secure message confirming that it’s been cancelled.

To amend your notice instruction

If you’ve given notice to take money out and you decide that you want to take out less, that’s fine. You don’t need to change anything.

But if you’d like to take more out, then you can either:

  • Give notice separately for the difference – but remember that your new instruction will have a new notice period so you may need to make separate payments out of your account to avoid charges.
  • Cancel your original instruction and create a new one for the whole amount – but remember that the new instruction will have a new notice period, so make sure you’re aware of your new payment dates.

If you’d like to change a notice instruction and you need some help, then give us a call on 0800 121 8899. 

The penalty-free period starts when your notice period comes to an end

When you give notice to take money out or close an account, you enter the ‘notice period’. This may be for 30 days, 60 days or longer, depending on the terms and conditions of your account.

When the notice period comes to an end, you enter a two-week ‘penalty-free’ period and this is when you can close your account, or take out the amount you’ve specified without incurring a charge.

We’ll send you a secure message 10 days before your penalty-free period is due to start – or you can check the date yourself using the ‘Give notice’ option of the account you’ve given notice on.

To avoid being charged

If you make a payment from your account and you’re still in the notice period rather than the penalty-free period, you may incur a charge.

Make sure you check the date we’ve sent you and only make the payment during the penalty-free period and only up to the amount you’ve given notice for.

The penalty free period lasts for two weeks

It’s important to remember that if you schedule a payment on the last day of the penalty-free period, then that payment will be made the following day. That means that it’ll be outside of the penalty-free period and will incur a charge.

Make sure that any payments you make are within the penalty-free period. If you’ve been charged a penalty and you feel it’s unfair, call us and we’ll try to help.

You can take money out of a notice account without giving notice but you will incur a charge

We’ll let you know what that charge is when you take the money out. 

Accessibility

Using Online Services if you have a hearing impairment

If you have a hearing impairment, you can still log in and use Online Services – we’ll show you what you need to do on screen. There will be an automated call but you won’t need to be able to hear it.

Wait 20 seconds from answering the call, then key or say the code you see on your Online Services screen into your phone.

If you have any accessibility concerns

The changes we’ve made are in line with new regulations designed to make banking online even more secure. The only way you’ll be able to log in and use Online Services is by receiving an automated call.

If you can’t receive an automated call for any reason, or you have any other concerns about how to log in and use Online Services, you can email us on support@thecoventry.co.uk, call us on 0800 121 8899 or visit your nearest branch.

You can still use Telephone Services to manage your account. Just call us on 0800 121 8899 and have your Telephone Security Details to hand.