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
Contact us by email
Call us
Opening hours
Saturday 9am-2pm
Sunday closed
Closed on bank holidays
Write to us
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
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
An 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
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 for 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
Can I still make a complaint about Payment Protection Insurance?
The deadline for making a complaint about the mis-selling of PPI policies or the non-disclosure of commission has now passed. We’ll only review your policy if you can show that exceptional circumstances meant you couldn't make your complaint before 29 August 2019. If this applies to you please contact us. Information about the deadline date and exceptional circumstances can be found on:
How long will it take to resolve my complaint?
We’ll try to call you within the first two working days after we’ve received your complaint to discuss it with you. If we can’t speak to you or need more time to resolve it, we’ll write to you within five working days to let you know.
We aim to resolve all complaints as quickly as possible. To meet regulations, this must be done within 15 business banking days^ for payment service complaints* and up to 56 days for all others.
^Business banking day means Monday to Friday, excluding public holidays
*Examples of payment services are money transfers, Direct Debits, card payments, ATM withdrawals
How can I get an update on the progress of my complaint?
I’m not happy with your final response, what can I do?
You’ll need to contact the Financial Ombudsman Service within six months of the date of our summary resolution communication or final response letter.
To contact them:
- 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
Need help?
Call us to discuss your needs with our award winning customer service.
Call us on
0800 121 6162
Saturday
Sunday
Bank holidays
9am - 2pm
Closed
Closed
