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Information about 
current account services

The Financial Conduct Authority requires us to publish the following information about our personal current accounts

How does this information help me?



Current account providers are required by the FCA to share this information so that you can directly compare the services on your account to what other providers offer on their accounts. 

This allows you to choose the account that's best for you.

 

Additional support

If you have a current account with us, we can also provide extra support should you need us. Read more 

Useful definitions


 
  • 24 hour help
    This means you can talk to an advisor about your query at any time
  • Internet banking
    We call this 'online services' and it means you can manage your account online
  • Mobile banking
    This means you can manage your money via an app on your mobile phone

Information about current account services

How and when you can contact us to ask about the following things:

 

24 hour help? Telephone  Internet banking Mobile banking
Contact details   UK Tel: 0800 121 8899
Overseas Tel: +44 2476 555 255
Not possible* Not possible**
Checking the balance and accessing a transaction history
No Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible* Not possible**
Sending money within the UK, including setting up a standing order
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible* Not possible**
Sending money outside the UK
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible* Not possible**
Paying in a cheque
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible* Not possible**
Cancelling a cheque

No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible* Not possible**

Cash withdrawal in a foreign currency outside the UK

 
No Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible* Not possible**
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to a lack of funds
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible* Not possible**
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible*
Not possible**
Third party access to an account, for example under a power of attorney
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible*
Not possible**
Problems using internet banking or mobile banking
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible*
Not possible**
Reporting a suspected fraudulent incident or transaction
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible*
Not possible**
Progress following an account suspension or card cancellation, e.g. following a fraud incident
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible*
Not possible**
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available
No
Mon-Fri 8am-8pm
Sat 9am-5pm
Sun 10am-4pm
Closed Bank Holidays
Not possible*
Not possible**
Note: This is a list of common queries. It does not represent the full list of queries you can raise in relation to your account (or queries you can raise in one of our branches).
* On this table, this means using a function such as 'live chat' to speak to an adviser immediately. This is not possible in our Online Services.
** On this table, mobile banking means banking through an app rather than just banking using your mobile phone.

Availability of certain services

How and when you can use your bank account to do the following things:

 

Telephone banking  Internet banking Mobile banking
Checking the balance 24 hours 24 hours
Not possible**
Accessing a transaction history
Not possible
24 hours
Not possible**
Sending money within the UK
Not possible
24 hours
Not possible**
Setting up a standing order
Not possible
24 hours
Not possible**
Sending money outside the UK
Not possible
Not possible
Not possible**
Paying in a cheque
Not possible
Not possible
Not possible**
Cancelling a cheque
Not possible
Not possible
Not possible**
Note: This is a list of common actions. It does not represent the full list of actions you can take in relation to your account (or actions you can take in one of our branches).
** On this table, mobile banking means banking through an app rather than just banking using your mobile phone.

Information about operational and security incidents

 

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

 

 

In the 3 months between 1 July 2018 and 30 September 2018                                      In the 6 months between 1 April 2018 and 30 September 2018
Total number of incidents reported  2 4
Incidents affecting telephone banking  0 0
Incidents affecting mobile banking  0 0
Incidents affecting internet banking
 
 0 0

Complaints data


Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. The most recent summary is available at https://www.coventrybuildingsociety.co.uk/consumer/get-in-touch/make-a-complaint/complaints-report.html
 

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/ 

Information about how to open a current account

 

To open any of our accounts, a new customer will need to provide us with the documents and information set out at https://www.coventrybuildingsociety.co.uk/consumer/help/identification.html.

We may request additional information or documentation in individual cases.

 

You can open an account:

Without visiting a branch

No^
Where a visit to a branch is required, without needing an appointment No^
By sending us documents and information electronically No^
By post No^
^Our MoneyManager account is closed to new customers