We want to know when we have not met your expectations so we can improve for next time.
Our focus is on providing the highest industry standard of customer service, which is why we want to know if you have had service that has not met your expectations.
If you have a query or complaint, please contact us as soon as possible. We will review your complaint and try to resolve the problem within a maximum of 90 days (with respect for superannuation) and 45 days for all other complaints.
To learn about our complaint resolution process or provide your feedback online, please review the Resolving Complaints page on the Bendigo and Adelaide Bank website.
If our response to your complaint does not resolve it to your satisfaction or we have not provided you with a formal response within the timeframe outlined above, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provides a fair and independent complaint resolution service that is free to consumers:
- Website: www.afca.org.au
- Email: email@example.com
- Telephone: 1800 931 678 (free call)
- In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
There are some time limits for lodging certain complaints. This includes complaints about the payment of a superannuation death benefit, which you must lodge with AFCA within 28 days of being given our written decision.