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Firm name: West Bromwich Building Society
Period covered in this report: 1st April 2025 to 30th September 2025
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 | 0.77 complaints per 1,000 accounts | N/A | 270 | 265 | 51.3% | 47.9% | 60.4% | General admin/customer service |
| Home finance | 2.31 complaints per 1,000 balances outstanding | N/A | 78 | 74 | 27.0% | 73.0% | 62.2% | General admin/customer service |
| General insurance and pure protection | 0.49 complaints per 1,000 balances outstanding | N/A | 1 | N/A | N/A | N/A | N/A | Advising, Selling & Arranging |
| Decumulation, life and pensions | N/A | N/A | 1 | N/A | N/A | N/A | N/A | Advising, Selling & Arranging |
| Investments | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
| Credit Related | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A |
We report all our complaints to the Financial Conduct Authority, just like every other financial organisation. If we ever get more than 500 complaints in a six‑month period, we have to publish the details on our website.
From 1 April to 30 September 2025, we had fewer than 500 complaints, so we didn’t need to publish anything. But because we want to be open about how we’re doing, we’ve shared the numbers anyway. You can see the full breakdown in the table above.
