Here at the West Brom, we aim to provide the highest standard of service in all our dealings with our customers. However, there may be occasions when you feel that we have failed to achieve an acceptable standard and you wish to make a complaint.

If you need to make a complaint

You can raise your concern with any member of our staff and often, this person will be able to resolve this for you. Alternatively you can contact our Customer Relations Team using one of the options below:

What happens next?

For all complaints that we haven't been able to resolve 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.

Where your complaint relates specifically to an electronic payment, 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, including PPI, you should receive our response within 28 days however, where we need more time to investigate your complaint this could be up to 56 days and if this happens, we'll keep you updated on our progress.

If you want to make a complaint about Payment Protection Insurance (PPI)

Like many other financial organisations, we are receiving requests from customers who believe they have been mis-sold PPI. If you would like more information regarding PPI complaints, please visit our dedicated section using the link provided below:

PPI Complaints


If you remain dissatisfied

It is important to us that all complaints are dealt with satisfactorily. If you have made a complaint and you still feel dissatisfied, you can contact our Customer Relations 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 at:

Write to: The Financial Ombudsman Service,
Exchange Tower,
E14 9SR

Phone: 0300 123 9123

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

Alternatively if you remain dissatisfied regarding issues concerning our WeBSave online service you can also proceed by using the following link:

If you would like to see a summary of our complaints for the period 1st April 2018 to 30 September 2018 please click here.

Following our complaint procedure does not affect your legal rights.