We recognise that sometimes things don’t go as well as they should. While we strive to offer our customers ‘your own personal bank’, we really appreciate it when our customers let us know if we fall short, so we can resolve the problem and ensure a better customer experience next time.
We believe customer feedback is an opportunity to improve what we do and how we do it. So please, if we have fallen short of your expectations, or if we’ve far exceeded them, please let us know!
Experiencing Financial difficulties?
If you are concerned or worried about your financial position and think you are going to have trouble meeting your loan repayments, we are here to help. Call us on our toll-free hotline number 1800 079 866.
You can tell us by:
What happens next?
When the complaint is received by phone or in one of our branches, we will try to resolve your complaint immediately, where this is not possible, we will let you know who will be handling your complaint, their contact details, and the expected resolution date.
If we receive complaints via mail, email, website or fax, we will acknowledge your complaint within 48 business hours. We may do this by phone, post or email and we will advise you of the name and contact details of the person handling your complaint.
Resolving complaints:
We can usually resolve your complaint within 5 business days. If your complaint is particularly complex or we need to investigate with other areas of the bank and therefore more time is required, we will advise you of the expected resolution date and keep you updated on our progress.
Our philosophy for dealing with your complaints:
We aim to find a fair solution to your complaint using all relevant information and common sense. We will act fairly and reasonably towards you in a consistent and ethical manner. In doing so, we will consider your conduct, our conduct and the contract between us. This may mean that during the course of our investigation further information may be requested from you to assist with our consideration.
What if you remain unsatisfied:
In the unlikely event that you remain dissatisfied with the outcome, and your complaint has not been previously been reviewed by our dedicated Customer Relations team you may contact our team by;
- telephone (1800 663 080)
- Email complaints
- fax (+6 7 3212 3286)
- mail to Customer Relations, Reply Paid, 2258, Brisbane QLD 4001
If you do not agree with the terms of our decision or handling of your complaint, you can contact the Financial Ombudsman Service (FOS) who will complete an independent review of our decision. FOS can be contacted by phone on 1300 780 808 or visit their website www.fos.org.au.
Some questions you might have.
Is there a time limit on making complaints?
For some types of complaints time limits do apply so the sooner you inform us of a problem, the easier it will be to resolve. This is especially important when complaints involve electronic banking.
Is there a cost involved in making a complaint?
No. Our complaint resolution process is provided free of charge to you.
Will the information I provide be kept confidential?
Yes. It is protected by the same confidentiality and privacy standards that protect all of your banking and personal information provided to and held by us.
Can someone else make a complaint on my behalf?
Yes. However, you will need to provide us with your written confirmation that you have authorised another person to lodge the complaint and to negotiate a resolution on your behalf.
We look forward to you providing us with the opportunity to resolve your complaint.