How to make a complaint

If you have something you want to talk through or a complaint, we'll always do our best to work with you to resolve it as quickly as possible.

We'll do our best to help you with your concerns

Book an appointment or email about your concerns, and we'll do our best to resolve them as quickly as possible. Please make sure to give us as much information as you can, so that we can best help you.

If we aren't able to resolve your concerns, we'll escalate your complaint to our Customer Resolution Team. They'll review your complaint and provide you with a response.

We'll give you the contact details of the person looking after your complaint, and we'll make sure to give you regular progress updates.

If we can’t resolve your complaint

If you aren't happy with our decision, or we've taken more than 30 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:

  • Phone: 1800 931 678
  • GPO Box 3 Melbourne VIC 3001
  • Website:
  • Email:

The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You have the right to seek legal assistance.