While we welcome any positive comments you may have, it is equally important for us to know when you have a problem so that we can resolve it and retain your confidence.
To save yourself valuable time, gather all the facts and documents about the complaint, think about the questions you want answered and decide what you want us to do.
Next, contact the department that handled the matter and explain the problem. A quick call is all that's required to resolve most issues. If at this stage your complaint hasn't been resolved to your satisfaction, please contact our Customer Experience team:
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Email:
Facsimile: (02) 9312 4102
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Mail: Customer Experience
Locked Bag 22
Australia Square
NSW 1215
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If you are not satisfied with our response and wish to proceed further then you may take the matter to the Financial Ombudsman Service, an independent complaint handling body.
Before the Ombudsman can investigate, you must have first given us the opportunity to review it. The Ombudsman cannot investigate problems that, for example:
- involve a claim for more than $280,000
- involve a commercial decision by a bank, such as whether a loan is approved or if an account has been closed
- involve our general policy or practice, such as interest rates or fees.
The contact details for the Financial Ombudsman Service are:
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Telephone: 1300 78 08 08
Facsimile: (03) 9613 6399
Email:
Internet: http://www.fos.org.au
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Mail: GPO Box 3
Melbourne VIC 3001
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