Complaints and Feedback

Tell us about your complaint

Most issues can be sorted quickly once we know about them. You can raise your issue at any of our branches, by phone, email, social media, webchat or mail.

• • In branch
  • See locations
• • Phone
  • 1800 862 265
• • Email
  • [email protected]
• • Mail
  • Complaints, GPO Box 5313, Sydney, NSW 2001
• • Secure message
  • Log in to Internet Banking or the app and tap the envelope icon

What to include:

1. Your name and contact details. If you prefer, you can make a complaint anonymously.
2. What products or services your complaint is about, what happened, and what you’d like us to do.
3. Any documents or screenshots that might help.

What happens next?

We’ll acknowledge your complaint as soon as possible, usually within one business day.

We aim to resolve complaints and provide a written outcome within 21 calendar days for most matters.

If delays outside our control mean we can’t meet these timeframes, we’ll let you know why and when you can expect an outcome

If you’re unhappy with our response

If we haven’t resolved your complaint, or you’re not satisfied with our final response, you can contact the Australian Financial Complaints Authority (AFCA) — an independent service that’s free for consumers.

• • Website
  • afca.org.au
• • Email
  • [email protected]
• • Phone
  • 1800 931 678 (free call)
• • Mail
  • Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If you’d like to know more about how we handle complaints and what to expect, you can read our Complaints Management Policy.