If you are a consumer who has experienced dissatisfaction with any of our products or services, please let us know. We welcome your complaints so that we can improve on products or service delivery. All complaints will be processed promptly and at no charge to you.
You may contact our Customer Service Team by any or combination of the following means:
Telephone: 1300 55 72 72 International: +61 7 3336 2420 Mail: Attn: Customer Service Team - Complaints GPO BOX 898, Brisbane, QLD 4001
We will acknowledge receipt of your complaint after receiving the details of your complaint.
Our Complaints Contact Person will handle the complaint and advise you if any further information is needed. The Complaints Contact Person will liaise with the relevant parties to find answers for you. You will be informed of the outcome and the reason for the decision reached.
Unless there are exceptional circumstances, we are committed to resolving and responding to your complaint within 45 days.
Some complaints are more complex and could take a little longer to resolve. In that case, we will:•Inform you of the reasons for the delay; •Specify a date when a decision can be reasonably expected; and •Notify you of your right to contact our external dispute resolution scheme
If you apply to us for the repayments under your credit contract or consumer lease to be varied on the ground of financial hardship, we will respond to your application within 21 days.
You can obtain further information on the financial hardship application here.
We expect our Customer Contact Centre - Complaints to resolve your concerns or issues to your satisfaction.
If, despite our best efforts you are still dissatisfied with our response, you may contact our external dispute resolution scheme. However, we would like you to give us an opportunity to review our initial decision by escalating it to our Customer Relations Team. Our Customer Relations Team may initiate further investigation if necessary. You may write to our Customer Relations Team at the following address:
Attn: Customer Relations TeamReply Paid 2258 Brisbane QLD 4001
Our external dispute resolution scheme for BOQ Credit Pty Limited and BOQ Funding Pty Limited is the Credit and Investments Ombudsman Ltd (CIO) which may be contacted as follows:
Telephone: 1800 138 422Facsimile: 02 9273 8440Email: firstname.lastname@example.org
Mail: PO Box A252, Sydney South, NSW 1235
Products and services are provided by separate companies in the Bank of Queensland group of companies. Bank of Queensland Limited ABN 32 009 656 740 (BOQ) does not guarantee or otherwise support the obligations or performance of any other company that is a member of the BOQ group of companies or the products or services that they offer.