How Westbourne Building Society partnered with Mossen to deliver a seamless, FCA-compliant payment experience to their 85,000 members
Founded in 1923, Westbourne Building Society is a UK mutual society with over 85,000 members and assets under management exceeding £2.8 billion. With 12 branches across the South of England, they provide mortgages, savings accounts, and personal loans to individuals and families.
As a member-owned organisation, Westbourne prides itself on personalised service and community values. When they set out to modernise their digital offering, they needed a payment partner that could match their commitment to trust, security, and member satisfaction.
Westbourne operated three separate payment systems for direct debits, card payments, and faster payments. Manual reconciliation was error-prone and consumed 20+ hours weekly across the finance team.
Legacy routing logic led to an 83.2% first-time payment success rate for recurring mortgage payments. Failed payments resulted in member dissatisfaction and increased collections costs.
Managing PCI DSS compliance, SCA requirements, and FCA reporting across multiple vendors was becoming increasingly complex and expensive. Internal audits took weeks to complete.
Members expected a modern, seamless payment experience but were faced with clunky interfaces, limited payment method options, and slow processing times for online transactions.
Mossen deployed a fully white-labelled payment orchestration platform, seamlessly integrated with Westbourne's existing core banking system. The solution unified all payment types under a single, FCA-compliant infrastructure while preserving the building society's trusted brand identity.
Working closely with Westbourne's IT and operations teams, Mossen delivered a seamless migration with zero downtime and no disruption to member services.
Deep dive into Westbourne's core banking systems, payment flows, and compliance requirements. Designed the integration architecture and white-label interface specifications.
Built custom white-label portal and core banking integration. Conducted extensive user acceptance testing with Westbourne's operations team and member focus groups.
Soft launch to 5,000 volunteer members across three branches. Monitored performance closely and gathered feedback for final refinements before full rollout.
Complete migration of all 85,000 members to the new platform. Comprehensive training for branch staff and contact centre teams. Dedicated Mossen account team on-site during launch week.
Continuous performance optimisation, regular compliance updates, and quarterly business reviews. New features deployed regularly based on member and staff feedback.
Mossen understood that we're not just another fintech — we're a mutual building society with 100 years of trust to uphold. Their white-label solution let us modernise our payments while keeping our members' experience distinctly Westbourne. The results have exceeded every expectation.
Westbourne Building Society leverages these Mossen features to deliver exceptional payment experiences to their members.
Fully branded payment portal and member dashboard, maintaining Westbourne's trusted identity throughout the payment journey.
Intelligent routing across multiple acquirers and payment rails, ensuring the highest possible success rates for every transaction.
Automated direct debit and standing order management with smart retry logic and dunning management for mortgage payments.
24/7 real-time payment processing via direct FPS participation, enabling instant loan disbursements and same-day account funding.
Built-in Strong Customer Authentication with exemption optimisation, ensuring compliance while minimising friction for members.
Automated three-way matching between payments, core banking records, and settlement — eliminating hours of manual work.
Join Westbourne Building Society and 2,000+ businesses that trust Mossen for secure, reliable, and innovative payment solutions backed by 120 years of heritage.
Have questions? Reach out to our team.