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Review of the The West Brom Building Society, Fixed Rate Mortgage:

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Customer Service as it should be.

I was recently looking for a new mortgage and approached three or four financial institutions - including the one I had my existing mortgage with. The West Brom product was not the cheapest on the market (although it was reasonably competitive). However, while larger institutions chose to hide behind COVID and applied turnaround times of their own convenience, rather than that of the customer, West Brom were a pleasure to deal with. The application process was efficient. Everything was explained in detail but in a common sense manner which meant there was no hard-sell on associated products when it was apparent I had the necessary protections elsewhere. Their mortgage advisor (Sam) called when he said he would, sent documentation when he said he would and, on one occasion, actually went into the office especially on a Saturday morning so that he could complete the necessary detail prior to his holiday. When he was out on holiday, I was given a stand-in contact (James) who was equally responsive. The entire experience restored my faith in customer service. West Brom were excellent in every way. Reviewed on: 27th January 2021

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