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.
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 either telephone the Customer Relations Team on 0845 338 7256, write to us at:
Customer Relations
Head Office
West Bromwich Building Society
374 High Street
West Bromwich
B70 8LR
Or email us at the following link: email me
Where possible, we will aim to resolve your concerns by the end of the next working day. If it is not possible to resolve your concerns in this time period, we will write to you within 5 days of receiving your complaint to let you know how we will investigate this. 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 remain dissatisfied, you can contact the Customer Relations Team to discuss our final response further or 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
If you would like to see a summary of complaints for the period 1st April 2011 to 31st September 2011 please click here
The Society is authorised and regulated by the Financial Services Authority, Register No 104877.