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Call us 0800 121 8899

Customer Service Centre

We are open but exceptionally busy. Where possible, please leave phone lines free for our most vulnerable customers. 

Opening hours

Monday to Friday 8am-7pm
Saturday 9am-2pm
Sunday closed
Closed on bank holidays 

Free call from mobiles and landlines.

All enquiries 0800 121 8899

Call costs explained

Our latest complaints report

What's a complaints report?

We keep a record of all complaints we receive and for our size, with over 2 million savings and 200,000 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
for every 1000 banking and credit card accounts
(which includes savings accounts)

We've had
fewer than 3 complaints
for every 1000 home finance accounts
(mortgage accounts)

Our full complaints report 

Firm name:
Coventry Building Society
Period covered in this report: 1 July 2019 – 31 December 2019
Brands/trading names covered: The Coventry
  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    1.43     - 3063 3071 76% 24% 61% Other general admin/customer service
Home finance 2.63 - 568 575 47% 53% 70% Other general admin/customer service
Insurance and pure protection - 172.07 1570 1194 2% 36% 60% Unsuitable advice
Decumulation and pensions - - 0 0 n/a n/a n/a n/a
Investments - - 14 15 13% 80% 0% Unsuitable advice
Credit-related - - 3 3 n/a n/a 67% n/a