Resolving your concerns.

We’re committed to being as open, accessible and responsive as possible. In order to improve our services, we listen to our customers and make changes wherever possible.

Step 1.

Talk to us.

 

We’re always willing to listen. You might not expect it, but we actually want to hear your feedback – even your concerns or complaints.

To make things easy for you, there are a number of ways for you to contact us. You can:

  • Visit a branch, or call 13 25 85
  • Load your feedback here
  • If your feedback relates to Beyond Bank Australia Wealth Management, you can contact your Adviser or call 1800 061 320.

Step 2.

We are here to help.

 

For everyone’s benefit, we aim to resolve issues as quickly as possible. Some complicated issues may take a little longer to resolve.

We will acknowledge your feedback within two business days however it could take a little longer to fully investigate the issue and to resolve it. Should this happen, we will keep you updated on how things are progressing.


Step 3.

Your further options.

 

If you’re not happy with the outcome of your concern, let us know and we will escalate your concerns.

The dispute will be reviewed and dealt with by the Customer Experience Manager, who will endeavour to resolve the dispute quickly.

If the matter remains unresolved after 45 days, or you are unhappy with the final outcome from us, you can refer the matter on to the Australian Financial Complaints Authority (AFCA).

You can contact AFCA in the following ways:

Phone: 1800 931 678

Email: info@afca.org.au 

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001.

It’s important to note that this service can only provide mediation after we have responded to you in the first instance.

 


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