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Our latest complaints report

What's a complaints report?

We keep a record of all complaints we receive and for our size, with around 2 million savings and around 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 complaints

for every 1,000 banking and credit card accounts (which includes savings accounts)

We've received fewer than 4 complaints

for every 1,000 home finance accounts (mortgage accounts)

Our full complaints report 


Firm name: 
Coventry Building Society
Period covered in this report: 1st January 2021 – 30th June 2021
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 1.48 - 3195 3192 74% 26% 52% Other general admin/customer service
Home finance 3.31 - 724 721 47% 53% 75% Other general admin/customer service
Insurance and pure protection - 2.47 20 20 15% 85% 55% Unsuitable advice
Decumulation and pensions - - 0 0 n/a n/a n/a n/a
Investments - - 0 0 n/a n/a n/a n/a
Credit-related - - 5 5 n/a n/a 60% n/a

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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

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