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Member engagement

We value the relationships we have with our members and listen to your feedback to make improvements



Through customer mailings, information in branches, updates on our website, events and a twice-yearly newsletter called Connect, we endeavour to keep you informed about our products and services and how we may be able to help.

We recognise that engagement is about far more than just ‘telling’, so we want to hear your thoughts and suggestions about the things we could be doing better. Your feedback is really important to us and it’s regularly shared within the Society to improve our products and services.

 

Customer Panel

Sign up to join our Customer Panel and tell us what you think about our products and services and how we could do things better.

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west brom building society member

One way we gather feeback is through our voice of the customer programme, which allows us to track in the moment feedback. Following a visit to one of our branches, a phone call with our Customer Services team or an appointment with a Personal Mortgage Consultant, our customers are invited to rate the service they’ve received and leave feedback about their experience.

As well as this, we have an online panel of 2,000 customers and our panel members are invited to support us with research on a variety of topics.

We hold regular feedback events throughout the year, including our Annual General Meeting and Members’ ViewPoint sessions, both of which provide opportunities to meet with and ask questions to our Board and senior management team.

So whether it’s an initial reaction in the moment about our quality of service, or detailed discussions at a face to face event, we want to know what you think. Your feedback is always gratefully received and, most importantly, will be acted upon. To share your feedback, please click here.

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