Feedback & Complaint Resolution

• Feedback
• Complaint Resolution

Feedback

We are committed to providing you with an excellent banking experience. To achieve this we aim to continuously improve our level of customer service.

If you have any suggestions that you think would make your banking experience better, please tell us. If you’d like to let us know when we’re doing a good job, we would also welcome your feedback.

To submit your comments via email please click on the feedback form link below. Alternatively you may call or write to us - our contact details are listed below.

• Write to us
• Call us
• Online Feedback Form

Write to us

Written correspondence may be addressed to:

Customer Help Centre
PO Box 480
Bendigo VIC 3552

Call Us

Call our Contact Centre on 1300 762 307.

Complaint Resolution

We acknowledge at times that our service may not meet your expectations. If you are dissatisfied about any product or service, for whatever reason, we’d like to hear from you.

To lodge a complaint, please click on the Online Form. Alternatively you may call or write to us at the following.

• Write to us
• Call us
• Online Complaint Form

Once we receive your complaint we will address it immediately. You can expect an answer from us within 3 business days. Should the matter require a more detailed investigation, we will contact you as promised with an estimate of how long it will take to forward you a thorough reply.

Following our response to your complaint, if you remain dissatisfied you are entitled to refer your grievance to the offices of the Financial Ombudsman Service. For more information about how this works please click here.

Write to us

Written correspondence may be addressed to:

Customer Help Centre
PO Box 480
Bendigo VIC 3552

Call Us

Call our Contact Centre between 9am and 5pm EST Monday to Friday on 1300 762 307 (select option 4).

Financial Ombudsman Service

If the Bank has addressed your complaint and you remain dissatisfied, you have every right to contact the Financial Ombudsman Services (FOS).

The Ombudsman’s role is to take on cases only after you have exhausted the complaint procedures within the Bank.

The Ombudsman operates independently from the Bank for the benefit of Bank customers, and their services are free of charge to you.

You may contact the Ombudsman by phone, fax, mail or online at www.fos.org.au.