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In many cases your concerns can be dealt with quickly and effectively. There will be some occasions though when a resolution may take a little longer. Either way, we have outlined the process you can follow to achieve a resolution.
If you want to make a complaint, you can do this with any member of our staff and often, this person will be able to deal with it for you.
Alternatively, if you don’t want to make a complaint and would just prefer to give us feedback we still want to hear from you. Either way you can simply contact our Customer Advocacy team.
You can also contact our Complaints team directly using one of the options below:
Phone: 0345 241 0607
Write to: Complaints team, Head Office, the West Brom, 2 Providence Place, West Bromwich B70 8AF
Email: customercare@westbrom.co.uk
If we can’t resolve your complaint within three days, you will receive a written acknowledgement to let you know when we expect to be able to provide you with our final response.
If your complaint is about a payment service (money sent electronically for example a transfer or Direct Debit), we will aim to provide you with our final response within 15 business days (or 35 business days in exceptional circumstances).
For all other complaints, you should receive our final response within 28 days. If we need more time to investigate your complaint this could be up to 56 days and if this happens, we'll keep you updated.
It is important to us that your complaint is dealt with satisfactorily. If you have made a complaint and you still feel dissatisfied, you can contact our Complaints 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 by using one of the options below:
Write to: The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Phone: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
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.
If you would like to see a summary of our complaints please click here.
Following our complaint procedure does not affect your legal rights.
The deadline for making a complaint about the mis-selling of PPI or about the non-disclosure of PPI commission was 29 August 2019. You may be able to complain if you were unable to because exceptional circumstances prevented you from doing so, more information can be found on the Financial Ombudsman’s website.
