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The West Brom is committed to making its products and services accessible to everyone, whether online, by phone or in our branches.


Our website is built to conform to W3C "A" accessibility using the WCAG 2.0 guidelines. This is outlined by the World Wide Consortium's Web Content Accessibility Guidelines, more information on WCAG can be found on the Web Accessibility Initiative's (WAI) website

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This site uses relative font sizes, compatible with the user-specified "text size" option in visual browsers.


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We regularly review our branch design and layout with accessibility in mind. There is an ongoing programme to improve access and facilities for people with disabilities.

The majority of our branches provide level access, ramps or assistance buttons at entrances.

Where practical we provide accessible private interview facilities on the ground floor of our premises. These facilities are available for the provision of 'counter services' upon request.

Power-assisted entrance doors have been provided in most locations, with proposals to extend this to other branches.


Braille, audio and large print versions of leaflets are available upon request. To arrange for this service, please contact us or ask at your local branch.


Lines are open from 8.30am to 6.00pm Monday to Friday and 8.30am to 12.30pm on Saturdays. Opening hours may vary over public holidays. Go to contact us for details. 


If you have a Textphone (also known as a Minicom) or computer/smart device with the appropriate software, you can use the Relay UK service that’s replaced Text Relay or Next Generation Text (NGT). This can assist if you’re deaf or have any difficulty with hearing or speech.

Just dial 18001 from your Textphone or computer/smart phone or tablet app and then enter the phone number you want to reach. An operator will join in the call and read your written request.

The operators are bound by confidentiality and are acting on your behalf, so you can share the secure details needed for identification and verification questions.

For more information about the Relay UK service, or to download the app on your smart phone or tablet, you can visit


Online Services

We provide a number of online services allowing customers to access their accounts and our Customer Services team online.

Live chat - Our live chat option allows you to chat with one of our Customer Service agents. Live chat can be accessed by visiting our homepage and clicking on the speech bubble icon in the bottom right hand corner. Our live chat facility is available Monday to Friday.

Send us a message - Our send us a message facility can be used by accessing our contact us page. Follow the options through in order to see all the contact methods available.


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