Help header

Making a complaint


If you're not happy for any reason, tell us. We take all complaints seriously and work hard to resolve them as soon as possible.

How to make a complaint

Email icon

Contact us by email

General enquiry
Send us a secure message
Telephone icon

Call us

0800 121 8899
Free call from mobiles and landlines

Opening hours

Branch

Pop into a branch

Check individual branch opening hours before you visit
Write to us icon

Write to us

Write to us using this address below in capitals and all on one line:

Don't want to complain but want to give us feedback?

 

Email us at support@thecoventry.co.uk - please don't include any sensitive information such as security details, card details etc.    

What we'll do with your complaint

When things go wrong, talking it through with you is really important to us.

1 Let's talk about it

We'll contact you by phone within the first two working days after we've received your complaint to understand what's happened.

If we can't speak to you or need more time to find a resolution, we'll write to you within five working days to let you know.

2 Working together

An advisor will try to resolve your complaint with you straightaway. If this is possible, we'll send you a summary resolution letter confirming that your complaint has been resolved.
 

If we need a bit more time we'll make sure we keep you up to date with what's happening.

3 Reaching a resolution

After we've fully investigated your complaint, we’ll send you our final response by post detailing our findings and our decision.

 

We’ll also give you information about the Financial Ombudsman Service including how to contact them if you're unhappy with our decision

What happens if we can't reach a resolution together?

We're covered by the Financial Ombudsman Service which offers a free and independent review service.

If you're not happy with our final response, you can ask them to review your complaint for you.

You'll need to contact them within six months of the date of our summary resolution communication or final response letter.

To contact the Financial Ombudsman Service:

Can I still make a complaint about Payment Protection Insurance?

The deadline for making a complaint about the mis-selling of PPI policies or the non-disclosure of commission has now passed. We’ll only review your policy if you can show that exceptional circumstances meant you couldn't make your complaint before 29 August 2019. If this applies to you please contact us. Information about the deadline date and exceptional circumstances can be found on:

Financial Conduct Authority

Financial Ombudsman Service

How long will it take to resolve my complaint?

We’ll try to call you within the first two working days after we’ve received your complaint to discuss it with you. If we can’t speak to you or need more time to resolve it, we’ll write to you within five working days to let you know.
   

We aim to resolve all complaints as quickly as possible. To meet regulations, this must be done within 15 business banking days^ for payment service complaints* and up to 56 days for all others.
   

^Business banking day means Monday to Friday, excluding public holidays

*Examples of payment services are money transfers, Direct Debits, card payments, ATM withdrawals

How can I get an update on the progress of my complaint?
If you’ve already made a complaint you can call us on 0800 121 8899 for an update. You’ll need your security details to hand.
I’m not happy with your final response, what can I do?

You’ll need to contact the Financial Ombudsman Service within six months of the date of our summary resolution communication or final response letter.

To contact them:

Complaints we've received over the last six months

For our size, we receive relatively few complaints and we resolve them as quickly and sympathetically as we can.

Complaints report

Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.

 

Call us on 0800 121 8899

Lines closed
  • Mon-Fri 8am-7pm
  • Saturday 9am-2pm
  • Sunday & Bank holidays Closed
Call us

Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.

 

Call us on

0800 121 8899

Call us