We want to know when we have not met your expectations so we can improve for next time.
If you have a complaint, any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.
We will ensure that all complaints are fully documented, investigated and resolved in a timely manner.
Find the answers to frequently asked questions about our complaints process:
If you are not satisfied with the response provided, you can refer your complaint to our Customer Feedback Team.
The Customer Feedback Team is accessible to all customers of the Bendigo and Adelaide Bank Group, inclusive of all our brands.
Our dedicated Customer Feedback Team is here to listen to you and represent your voice.
The Customer Feedback Team will seek to understand your expectations and needs by engaging with you. Our learnings from your experience will be used to enhance the way we do business in the future.
You may contact the Customer Feedback Team by:
If you are unhappy with the resolution
If you are not satisfied with the response provided, you have the option to refer your complaint to the relevant external dispute resolution scheme.
We are a member of the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:
- In writing: GPO Box 3, Melbourne VIC 3001
- Telephone: 1800 931 678
- Email: firstname.lastname@example.org
- Website: www.afca.org.au
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.
If your complaint relates to how we handle your personal information you can also contact:
This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.
You can also view our Code of Conduct.