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Resolve a complaint

We want to know when we have not met your expectations so we can improve for next time.

We're listening

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.

Our complaints guide provides information on how to make a complaint and what you can expect from the process.

Find the answers to frequently asked questions about our complaints process:

Provide your feedback

There are many ways to provide your feedback to us including our online form:

  • In person - by speaking to a member of our staff
  • Telephone – by contacting 1800 634 969
  • Secure Email - by logging into your e-banking
  • Social Media:
Connect with us

Need help making a complaint?

Authorising someone else to help you

You can appoint someone else to lodge or handle your complaint on your behalf. This may be a family member or friend, a financial counsellor or a legal representative.

You’ll need to give appropriate authority for your representative to liaise with us. Once this authority is in place, we’ll work with your representative to resolve your complaint.

Easy English guide to making a complaint

Our complaints Guide is available in an Easy English format, explaining the complaints process in a plain language that is concise and easy to understand.

Accessibility Support

Auslan Complaints Guide

This video explains our complaint process in Auslan, including information on how to make a complaint and what you can expect from the process. 

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Customer complaints guide - Auslan


National Relay Service

If you are deaf or have a hearing or speech impediment, you can call through the National Relay Service:

  • TTY users phone 133 677 then ask for 1300 361 911
  • Speak and Listen (speech-to-speech relay) users phone 1300 555 727 then ask for 1300 361 911
  • Internet relay users connect to the National Relay Service and then ask for 1300 361 911

Interpreter Services

If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services (TIS). This service is available in over 150 languages and is provided by the Department of Home Affairs. Please let us know if you would like us to arrange this service for you.

You can also access our complaints guide in the following languages:

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:

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner
GPO Box 5288
Sydney NSW 2001
Phone: 1300 363 992

Bendigo and Adelaide Bank acknowledges Aboriginal and Torres Strait Islander peoples as the First Peoples of this nation and the Traditional Custodians of the land where we live, learn and work. We pay our respects to Elders past and present as it is their knowledge and experience that holds the key to the success of future generations.

ABN 16 004 030 737 | AFSL 237906
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