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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


Online Security Details help

Changes to your online security

At Coventry Building Society, we’re always doing our best to keep you safe online. So in line with new regulations, we’ve introduced a new way to log in and use your account that’s easier and safer than ever before.

You’ll need to receive an automated call when you log in and use your account so we can confirm it’s you. If we don’t have a home and/or mobile number for you, you won’t be able to manage your account online.

To check that we have the right contact details for you, call us on 0800 121 8899, or visit your nearest branch.

These changes are all part of our commitment to putting our members and security first.

Resetting your Online Password

How to reset your password

In line with new regulations, we’ve introduced a new way to log in and use your account that’s easier and safer than ever before. Now you’ll need to receive an automated call when you log in and use your account or reset your password if you forget it. This is so that we can confirm it’s you.

Since these changes have happened: 

  • I haven’t yet used the new automated call: you’ll need to order a Password Letter so you can set up a new password.

    If you already have a Password Letter, you can use the temporary password on the letter to set up your password now.
If you can’t remember your Memorable Word

If you've forgotten both your Online Password and your Memorable Word, you won't be able to log in to Online Services. 

You'll need to call our Customer Service Centre on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch. An advisor will get you set up so that you're ready to re-register for Online Services on the website where you'll create new Online Security Details. You won't be able to re-register for Online Services without speaking to us first. 

Retrieve your Username/Web ID
You can retrieve your Username/Web ID online.  You'll need to enter your account number and some details about yourself.

Automated call

About the automated call

At Coventry Building Society, we’re always doing our best to keep you safe online. So in line with new regulations, we’ve introduced a new way to log in and use your account that’s easier and safer than ever before. 

You’ll need to receive an automated call when you log in and use your account, so we can confirm it’s you. If we don’t have a home and/or mobile number for you, you won’t be able to manage your account online.

When you're ready to receive the call (you can do this 24/7), it won't take long and it won't be a real person.

You won’t need to be able to hear the automated call. Wait 20 seconds from answering the call, then key or say the code you see on your Online Services screen into your phone. You won't be asked to do anything else.

These changes are all part of our commitment to putting our members and security first.

If you didn’t receive the call

You may not have received the automated call because:

  • You asked us to call you on your mobile, but you don’t have a signal. You'll need to answer the call so try again when you have a signal or select your home number instead. 
  • You asked us to call you on a number you didn’t intend to, for example, your home number rather than your mobile. Choose the correct number and make your request again.
  • The number we hold for you is out of date. To check that we have the right contact details for you, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.
Using a Call Minder or Guardian
If the automated call is blocked by your service, check your 'blocked' settings. You may need to add this number - 024 7601 6451 - to the list of numbers that should always be allowed, or to your Call Guardian white list.
If you don't have a phone or access to a phone
You won’t be able to use Online Services if you don’t have a phone, as you won't be able to receive the automated call to confirm it's you. You’ll have to provide a phone number to register for Online Services, and you’ll need to be able to access that phone when you’re logging in. It can be your home landline – it doesn’t have to be a mobile.
The number of the automated call

The automated call number is 02476 016 451. It's the only number we'll ever use to confirm it's you when you log in and use your account. We'll only ever ask you to key or say the code you see on your Online Services screen into your phone.

If you have a call guardian or call minder service (e.g. Sky Shield), save it to your phone’s contacts so that the call won’t be blocked and you recognise that it’s us calling.

This number doesn’t accept incoming calls and you won’t be able to call it back. If you need to talk to us, call us on 0800 121 8899 and have your Telephone Security Details handy or visit your nearest branch.

What makes a good password?

How to create a strong online password
  • Make sure it has a minimum of 12 characters (we'll accept 8, but if it's longer, it's stronger)
  • Make it a mixture of letters and numbers
  • Use an acronym, for example, 'Samantha will be five on the ninth of August and she's having a party' could become SWB5OT9OAaSHaP
  • Make sure it's different to all your other security information
  • Stay away from obvious words and dates like your date of birth, or a pet's name
  • Three well-chosen random words can be easy to remember but not easy to guess. As an example, TableTrainerFloor is random - SaturdayNightFever is not.

Security and fraud concerns

If you see a transaction you don’t recognise
If you think you've been the victim of fraud, or someone has access to any of your Security Details, call us straight away on 0800 121 8899 . Go to our fraud and security section for information on how to recognise common scams.
If you think you’ve sent a payment to the wrong person
Call us straight away on 0800 121 8899
Trusteer Rapport is showing ‘inactive’ with Online Services

Trusteer Rapport is software which works with your web browser that we've provided to members for some years. It offers some protection when using online banking e.g. it can help spot fraudulent websites.

If you already use Trusteer Rapport, you’ll notice that it’s showing ‘inactive’ with our Online Services since we introduced a new way to log in in June 2020 (the Trusteer icon is grey in your browser bar instead of green).

We looked into Trusteer Rapport and it’s only used by 0.1% of our members. So we decided to stop offering this optional add-on service and instead invest in measures beneficial to all members. The security and fraud prevention technologies we use now are built into our services, to give protection to all our members.

If you decide to keep Trusteer Rapport on your device, it will still work with the rest of our website until 31 October 2020 when we stop offering this service. 

Want to remove Trusteer Rapport from your device?

You can find out how to remove Trusteer Rapport from your device on IBM’s Trusteer Support website.

How to stay protected online

Make sure you’re aware of how to spot common scams. View our Fraud and Security centre for information on how to stay safe online. There’s also more information on the Government’s National Cyber Security Centre website. 

Accessibility

Using Online Services if you have a hearing impairment

If you have a hearing impairment, you can still log in and use Online Services – we’ll show you what you need to do on screen. There will be an automated call but you won’t need to be able to hear it.

Wait 20 seconds from answering the call, then key or say the code you see on your Online Services screen into your phone.

If you have any accessibility concerns

The changes we’ve made are in line with new regulations designed to make banking online even more secure. The only way you’ll be able to log in and use Online Services is by receiving an automated call.

If you can’t receive an automated call for any reason, or you have any other concerns about how to log in and use Online Services, you can email us on support@thecoventry.co.uk, call us on 0800 121 8899 or visit your nearest branch.

You can still use Telephone Services to manage your account. Just call us on 0800 121 8899 and have your Telephone Security Details to hand.

Telephone Security help

Managing your accounts by phone
For help accessing your accounts by phone, go to Telephone Services help.