Complaints Publication Report
Firm name: West Bromwich Building Society
Period covered in this report: 1st April 2023 to 30th September 2023
Brands/trading names covered: West Bromwich Building Society
| 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 | % closed within 3 days | % closed after 3 days but within 8 weeks | % upheld | Main cause of complaints opened |
| Banking | 0.81 complaints per 1,000 accounts | N/A | 284 | 255 | 43.1% | 55.7% | 55.3% | General admin/customer service |
| Home finance | 3.57 complaints per 1,000 balances outstanding | N/A | 96 | 94 | 36.2% | 62.8% | 31.9% | General admin/customer service |
| General insurance and pure protection | 0.43 complaints per 1,000 policies in force | N/A | 2 | 2 | 0.0% | 100.0% | 0.0% | Advising, Selling & Arranging |
| Decumulation, life and pensions | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Investments | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Credit Related | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.
All financial organisations that receive more than 500 complaints during a six month period are required to publish details in line with our regulator, the FCA's complaint handling guidelines.
During the period shown above (1st April 2023 to 30th September 2023), although the Society received less than 500 complaints we have chosen to publish this for transparency.