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

How and when you can contast 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-7pm
Sat 9am-2pm
Closed Bank Holidays
Not possible* Not possible**
Sending money within the UK, including setting up a standing order
No
Mon-Fri 8am-7pm
Sat 9am-2pm
Closed Bank Holidays
Not possible* Not possible**
Sending money outside the UK
No
Mon-Fri 8am-7pm
Sat 9am-2pm
Closed Bank Holidays
Not possible* Not possible**
Paying in a cheque
No
Mon-Fri 8am-7pm
Sat 9am-2pm
Closed Bank Holidays
Not possible* Not possible**
Cancelling a cheque

No
Mon-Fri 8am-7pm
Sat 9am-2pm
Closed Bank Holidays
Not possible* Not possible**

Cash withdrawal in a foreign currency outside the UK


No Mon-Fri 8am-7pm
Sat 9am-2pm
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-7pm
Sat 9am-2pm
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-7pm
Sat 9am-2pm
Closed Bank Holidays
Not possible*
Not possible**

Third party access to an account,

for example under a power of attorney

 

No
Mon-Fri 8am-7pm
Sat 9am-2pm
Closed Bank Holidays
Not possible*
Not possible**

Problems using internet

banking or mobile banking

No
Mon-Fri 8am-7pm
Sat 9am-2pm
Closed Bank Holidays
Not possible*
Not possible**

Reporting a suspected

fraudulent incident or transaction

No
Mon-Fri 8am-7pm
Sat 9am-2pm
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-7pm
Sat 9am-2pm
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-7pm
Sat 9am-2pm
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).

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).

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 April 2021 and 30 June 2021                     In the 12 months between 1 July 2020 and 30 June 2021
Total number of incidents reported 0 1
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/member/help/member-support/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/ 

How quickly do we open personal current accounts?

Not applicable

How quickly do we give customers a debit card?

Not applicable

How quickly do customers get internet banking?

Not applicable

How quickly is an overdraft available?

Not applicable

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

Not applicable

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/member/help/member-support/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^

Availability and performance information for Online Services and our dedicated interface

Here you can find out about the availability and performance of Online Services and our dedicated interface. These are reported and published here quarterly. 

 

View latest information

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 open
  • 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