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Customer Feedback

We like to think we provide exceptional customer experiences but we acknowledge, sometimes, we make mistakes.

Are You a Happy Customer?

We love receiving stories from our customers about how we helped them change things for the better. Sometimes we even feature your stories in our website, social media and promotions. Don't be shy. Send us a compliment and tell us how we helped you.

Send Compliment

Did Something Go Wrong?

Most of the time we get it right, but if we do happen to get it wrong, we'd really appreciate it if you let us know because we want to make sure it doesn't happen again. Please follow the steps below.

  1. Let us try to fix it first : We encourage you to raise your concerns in the first instance with one of our retail branch managers, who can be contacted on (02) 4941 3888 or via email . If you're not satisfied with the outcome you can then raise a formal complaint via our dispute resolution team.
  2. Dispute Resolution Procedure : Please send your formal complaint by email to or ask one of our staff on (02) 4941 3888 to lodge the complaint for you.
  3. Dispute Notification : Your complaint will be recorded and we will confirm receipt of your complaint within two (2) working days.
  4. Dispute investigation : Your complaint will then be fully investigated by the Risk & Compliance department. As part of this investigation we may contact you to obtain further relevant information.
  5. The Outcome : We have up to twenty one (21) days to respond but the majority of cases are responded to within ten (10) working days and you will be notified of the outcome in writing. Should there be exceptional circumstances causing a delay, or we are waiting for further information, we will advise you.
  6. Financial Ombudsman Service : If however, despite our best efforts, you are still not satisfied with the outcome of your complaint, , or we are unable to make a decision within forty five (45) days, you can lodge a dispute with the Financial Ombudsman Service (FOS). FOS provides fair and independent financial services dispute resolution free to consumers. Website:, Telephone: 1800 367 287 (free call), In writing to: Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001

Please download our guide here

But please don’t hesitate to discuss any concerns with us. We'll do our very best to resolve it for you.


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