Here at the West Brom, we aim to provide the highest standard of service in all our dealings with our customers. However, there may be occasions when you feel that we have failed to achieve an acceptable standard and you wish to make a complaint.

If you need to make a complaint

You can raise your complaint with any member of staff and often, this person will be able to resolve your issues. Alternatively you can contact us by one of the three options below:

Where possible, we will aim to resolve your concerns within three working days. If it’s not possible to resolve your concerns in this time period, we will write to you within five working days of receiving your complaint to let you know how we will investigate it. You should receive our final response to your complaint within 28 days; however, on occasions, issues can take longer to investigate and, if this is the case, we will update you within the same period.

If you want to make a complaint about Payment Protection Insurance (PPI)

Like many other financial organisations, we are receiving requests from customers who believe they have been mis-sold PPI. If you would like more information regarding PPI complaints, please visit our dedicated section using the link provided below:

PPI Complaints


What if I remain dissatisfied?

It is important that you feel your complaint has been dealt with satisfactorily. If this is not the case and you still feel dissatisfied, you can contact our Customer Relations Team. You can also refer your complaint to the Financial Ombudsman Service which is a free, independent service for resolving complaints or disputes with financial firms. You can contact the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR
Phone: 0800 023 4567

Alternatively if you remain dissatisfied regarding issues concerning our WeBSave online service you can also proceed by using the following link:

If you would like to see a summary of our complaints for the period 1st October 2016 to 31st March 2017 please click here.

Following our complaint procedure does not affect your legal rights.