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Complaints Publication Report

Firm name: West Bromwich Building Society
Period covered in this report: 1st April 2018 to 30 September 2018
Brands/trading names covered: West Bromwich Building Society

Number of complaints opened by volume of business
Product / service grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed % closed within 3 days % closed after 3 days but within 8 weeks % upheld Main cause of complaints opened
Banking 0.44 complaints per 1,000 accounts N/A 183 190 73.7% 26.3% 43.2% General admin/customer service
Home finance 3.37 complaints per 1,000 balances outstanding N/A 91 103 56.3% 43.7% 41.7% General admin/customer service
General insurance and pure protection 32.56 complaints per 1,000 policies in force N/A 423 455 3.7% 96.3% 53.0% Advising, selling and arranging
Decumulation, life and pensions N/A N/A 0 0 0.0% 0.0% 0.0% N/A
Investments 0.33 complaints per 1,000 client accounts N/A 7 7 0.0% 100.0% 0.0% Advising, selling and arranging
Credit Related N/A N/A 0 0 0.0% 0.0% 0.0% N/A

Please note: The above table reflects the standard format prescribed by the Financial Conduct Authority for reporting complaints performance in the various product areas.

We aim to resolve complaints as quickly as possible and during this period, we closed over half of all non-PPI complaints within 3 business days.

Along with other financial organisations, we have continued to receive a large number of complaints regarding Payment Protection Insurance (PPI). 97% of all our insurance complaints for this period related to PPI. We also received a large number of speculative complaints from customers who never held this insurance with us - these are therefore not included in this report.

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