Site Terms

This site is intended for consumers only and is not intended for intermediaries. We do have a separate mortgage intermediary site at www.westbromforintermediaries.co.uk.

For life, pensions and investments, we only advise on and offer products from the Norwich Union Marketing Group members of which are authorised and regulated by the Financial Services Authority.

For pure protection business, Personal Mortgage Managers advise only on products from Friends Provident who are authorised and regulated by the Financial Services Authority.

For pure protection business, Financial Planning Managers advise only on products from the Norwich Union Marketing Group members of which are authorised and regulated by the Financial Services Authority.

For general insurance we advise on the products of Norwich Union Insurance Limited who are authorised and regulated by the Financial Services Authority.

For mortgages we advise on and offer our own mortgages and those from a limited number of lenders.

We are an introducer of the Child Trust Fund Baby Bond only to The Children's Mutual. The Children's Mutual is a trading name of the Tunbridge Wells Equitable Marketing Group, which comprises: Tunbridge Wells Equitable Friendly Society Limited, incorporated in the United Kingdom under the Friendly Societies Act 1992, registered no. 190F, FSA registered No. 109990; and Tunbridge Wells Equitable Investments Company Limited, registered in England under the Companies Act 1985 registered no. 4315370, FSA registered no. 208027. Both are authorised and regulated by the Financial Services Authority.

These pages are only for the use of those persons who are resident or ordinarily resident in the UK.

The Society accepts no responsibility for the content held on other websites to which you may be directed.

The Society reserves the right to suspend access to this web site for any reason.

The Society does not accept liability for any inaccurate information on this web site.

All images and logos on this web site are copyright protected, permission must be sought from the Society for their use.

The Society is a member of the Financial Ombudsman Service and is a signatory to the Banking Code. To obtain copies of this code, please click on the link. Copies are also available in our branches.

The West Bromwich Building Society is a member of the Financial Services Compensation Scheme established under the Financial Services and Markets Act 2000. Payments under the Scheme are limited to a maximum of £50,000 of an investor's total shares and/or deposits (other than deferred shares - permanent interest bearing shares). Most investors are covered, including individuals and small firms. Although most shares and deposits in UK building societies are denominated in sterling, the euro and other European Economic Area currencies are also covered. Further details are available on request from the Society.

Formal Complaints and Disputes Procedure

The West Bromwich Building Society 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.

Stage 1 - If you need to make a complaint

We will aim to resolve your concerns within 24 hours of receipt. However, there may be occasions where it will take longer to investigate the issues raised. If this is the case, we will write to you within 48 hours to let you know who will deal with your complaint.

The staff with whom you first raise your concerns are often able to resolve matters, but sometimes, other areas of the business need to be involved. If you are unsure as to whom you should contact, you can either telephone the Customer Care Team on 0845 338 7256, or alternatively, write to us at

Customer Care Department
Principal Office
West Bromwich Building Society
374 High Street
West Bromwich
B70 8LR
Email: email me

We will make sure that your complaint is then passed to the right person. We will attempt to respond within 14 days of receiving your complaint, however, if this is not the case, we will write and advise you of the stage our investigations have reached.

Stage 2 - Customer Care

If you remain unhappy with the response provided, you can ask for your complaint to be referred back to the Customer Care Team for further review by a member of the Executive. After you have received the Society's final response, if you remain dissatisfied, you can ask the Financial Ombudsman Service to help. The Society fully supports the Ombudsman scheme, 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
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Phone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

The Society is authorised and regulated by the Financial Services Authority, Register No 104877.