Formal Complaints and Disputes Procedure

The West Brom aims to provide the highest standard of service in all our dealings with our members. However, there may be occasions when you feel that we have failed to achieve an acceptable standard and you wish to make a complaint. Following our complaint procedure does not affect your legal rights.

If you need to make a complaint

You can raise a concern with any member of staff and, often, this person is able to resolve your issues. However, if you are uncertain of who to contact, you can choose from the three options below:

Where possible, we will aim to resolve your concerns within three working days. If it is 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.

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 link below:

If you would like to see a summary of complaints for the period 1st October 2015 to 31st March 2016 please click here.