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 contact 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). | ||||
** On this table, mobile banking means banking through an app rather than just banking using your mobile phone.
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 | 24 hours |
| Accessing a transaction history |
Not possible |
24 hours |
24 hours |
| Sending money within the UK |
Not possible |
24 hours |
24 hours |
| 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 July 2024 and 30 September 2024 | In the 12 months between 1 October 2023 and 30 September 2024 |
| Total number of incidents reported | 0 | 0 |
| 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.
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
- 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
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
Saturday
Sunday
9am - 2pm
Closed
Closed
On Saturday, people waited on average
1 minute 42 seconds for savings enquiries
56 seconds for mortgage enquiries
