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Australian Bankers' Association
Level 3 56 Pitt Street,
Sydney NSW 2000

Telephone: +61 2 8298 0417

HOW DO I RESOLVE A PROBLEM WITH MY BANK?

Sometimes, you may have a problem with a product or service you receive from your bank.

Under the Code of Banking Practice, your bank must have a procedure in place to deal with complaints. Your first move should be to contact your bank and see if they can deal with your complaint. In many cases, the dispute will be resolved internally by the bank with no further action required.

However, if your bank doesn’t resolve the dispute to your satisfaction, you can take your complaint to the Financial Ombudsman Service (FOS), which is an external dispute resolution scheme.

Use the following steps to try to resolve a problem with your bank:

 

Step 1: Contact your bank and tell them about your problem

A customer service representative should be able to assist when you first contact the bank. If your bank can’t resolve your problem then and there, it will take the following steps:

a. let you know who is handling your complaint;
b. keep you informed of what is happening;
c. aim to resolve your complaint within a specified time. Fortunately, most complaints can be quickly sorted out at this stage. If this is not the case, you may need to go to step 2.

 
Step 2: Make a formal complaint to the bank

Your bank will have a process for handling formal complaints. There may be a Customer Relations Manager or Complaints Manager who will investigate the complaint. The bank will notify you of the name and contact details of this person. Some banks have Customer Advocates who can make an independent assessment of your complaint and help achieve a quick and unbiased solution.

If the dispute cannot be resolved to your satisfaction internally, your next move is to take your complaint to an external dispute resolution scheme for independent review.

 

Step 3: Make a complaint to the Ombudsman

The Financial Ombudsman Service (FOS) is an independent complaints scheme that is free for consumers. It provides an accessible way of resolving disputes, without having to go to court. The decision of the FOS is binding on the bank. Only go to the FOS after you have tried to resolve things with your bank, as the FOS will not deal with your complaint unless you have first given the bank the chance to put things right.

 

Refer your complaint to:

Financial Ombudsman Service Australia
GPO Box 3, Melbourne, Victoria 3001
Telephone: 1800 367 287 (Free Call)
Email: info@fos.org.au
Lodge a dispute online here
Website: www.fos.org.au

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