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Our latest complaints report

What's a complaints report?

We keep a record of all complaints we receive and for our size, with around 2.6 million savings and around 325,000 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 1,000 banking and credit card accounts (which includes savings accounts).

We've received fewer than 3 complaints

for every 1,000 home finance accounts (mortgage accounts).

Our full complaints report 

Firm name: Coventry Building Society
Period covered in this report: 1st January 2024 - 30th June 2024
Brands/trading names covered: Coventry Building Society; Godiva Mortgages Limited; ITL Mortgages Limited
  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 1.22 - 3224 3224 53% 47% 66% Other general admin/customer service
Home finance 2.09 - 738 741 47% 52% 72% Other general admin/customer service
Insurance and pure protection - 0.00 2 2 50% 50% 50% Other general admin/customer service
Decumulation and pensions - - 0 0 n/a n/a n/a n/a
Investments - - 0 0 n/a n/a n/a n/a
Credit-related - - 3 4 n/a n/a 75% n/a
We report our complaints data on a Group basis covering Coventry Building Society, Godiva Mortgages Limited and ITL Mortgages Limited.

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

 

Help

Call us on 0800 121 8899

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

Yesterday, people waited on average 

17 seconds for savings enquiries
17 seconds for mortgage enquiries

Call us

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

 

Help
Get in touch

Call us on

0800 121 8899

Monday - Friday
Saturday
Sunday
Bank holidays
8am - 7pm
9am - 2pm
Closed
Closed
Christmas and New Year -
Contact Centre
24 December
25 December - 26 December
31 December
01 January
8am - 2pm
Closed
8am - 2pm
Closed
Branch and agency times may vary over Christmas.

Yesterday, people waited on average

41 seconds for savings enquiries

28 seconds for mortgage enquiries

Call us

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