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

Online

Make a complaint now or send us

a secure message in Online Services

Make a complaint now

Phone or branch

Call us free on 0800 121 8899 to make
a complaint over the phone.

Or you can visit a branch

Post

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

FREEPOST CBS CUSTOMER RELATIONS

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

A dedicated 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.

Payment Protection Insurance (PPI)

If you'd like to complain about your PPI policy because you believe it was mis-sold or because commissions weren't disclosed, you have until 29 August 2019 to make your complaint.

More about PPI

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:

call free on 0800 023 4567
visit the website and fill out the online form
write to Exchange Tower, Harbour Exchange, London E14 9SR
email: complaint.info@financial-ombudsman.org.uk

Complaints - 3 frequently asked questions

How long will it take to resolve my complaint?

Answer

We’ll try to resolve your complaint as quickly as possible. You can read more about the timescales here…

How can I get an update on the progress of my complaint?

Answer

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?

Answer

If you’re not happy with our final response, you can ask the Financial Ombudsman Service to review your complaint for you…

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