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Keeping you informed about delays to new mortgage applications and contract changes to existing mortgages

We are looking to support all our customers through what has been a difficult time for many.

As a result of the various lockdown measures, the West Brom, along with all banks and building societies have seen a huge increase in the number of customers requesting changes to their existing mortgage or applying for a new mortgage. This means that we have seen an increase in workload and in some cases it is taking us a little longer than usual to respond to customer requests.

We would like to reassure you that whilst there are delays, no-one will be financially disadvantaged as a result of these unavoidable delays.

If you are looking for a new mortgage

Provided we have received your initial enquiry and we have given you a decision in principle (DIP), if the product you have enquired about is then withdrawn, we will honour that product even when there are delays in arranging an appointment for you with a Personal Mortgage Consultant.

If you are looking to make a change(s) to your existing mortgage

Where we have received your request and there are delays in processing your request, we will honour our commitment provided it meets our usual policy requirements and there are no changes in your circumstances. If the change is agreed it will be backdated to the date we received your request.

We thank you for your patience during this difficult time.

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