What is Payment Protection Insurance (PPI)?
PPI was designed to cover loan repayments in certain circumstances where you couldn't make them yourself. These include if you were unable to work because of an accident, illness or unemployment.
The Society did sell PPI in the past under the name ‘Loan Protection Scheme’ (LPS) insurance. Please note that the Society started to sell LPS insurance in 1984 and did not provide it with any Buy to Let mortgages.
Complaints about the mis-selling of PPI
If you had PPI there are two reasons you might be eligible to claim back money you’ve paid for the policy:
- PPI was mis-sold to you
- an unfair level of commission was earned from the sale of your PPI, but this wasn't disclosed when you bought it.
How to check if you held PPI with the Society
If you are thinking of making a complaint about PPI and you want to know whether you ever held this insurance with the Society, please complete the form below and we will let you know.
Email us form - PPI Enquiry
- From the 'What would you like to discuss' options, select 'PPI Enquiry'
- Fill in the 'Your details' fields on the right hand side
- In the 'Your query' box, include the following information:
- Your mortgage account number
- The start date of your mortgage
- If your name has changed since we last heard from you tell us your old and new names
- The address your mortgage was held on and your current address if this is different
- Click 'Submit'
How to make a complaint
If you already know that you held PPI with the West Brom and you want to make a complaint about it, please complete the questionnaire from the link provided below, print it off and send it to:
the West Brom,
2 Providence Place,
Download PPI Questionnaire
Once we have received your completed questionnaire, we will start to look into your complaint and if there is anything else that we need to help us to do this, we’ll let you know.
Handling your complaint
We handle all enquiries and complaints about PPI in the same way, regardless of whether you contact us directly or choose to use a Complaint Management Company (CMC). A CMC will usually charge a fee for their service so you may want to contact us directly. Alternatively, free help is also available from the Financial Ombudsman Service or the Citizens Advice Bureau.
For further information please read our Frequently Asked Questions below or alternatively you can visit the FCA’s PPI website - Everything you need to know about PPI and how to claim back money you’ve paid.
Frequently Asked Questions
If you remain dissatisfied
It is important to us that all complaints are dealt with satisfactorily. If you have made a complaint and you still feel dissatisfied, you can contact our Customer Relations Team as above. You can also refer your complaint to the Financial Ombudsman Service which is a free, independent service for resolving disputes with financial firms. You can contact the Financial Ombudsman Service at:
Write to: The Financial Ombudsman Service,
Phone: 0300 123 9123
You need to refer your complaint to the Financial Ombudsman Service within six months of our final response. We will send you a copy of their leaflet once your complaint has been resolved and you can also see this at www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.
Following our complaint procedure does not affect your legal rights.