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 call 1800 061 320.
- Send your feedback by post on the address below.
Customer Experience Support Area
Reply Paid 1430
ADELAIDE SA 5001
Step 2.
We are here to help.
It is important that we are transparent about our complaints policy and you know how we handle your complaint. Our Customer Complaints Policy is available here.
Our commitment is to acknowledge your complaint within one business day of receiving it. If your complaint is received by us in person or over the phone, we will acknowledge it on the spot.
We will endeavour to resolve your complaint as soon as practicable but within the prescribed regulatory maximum timeframes. You can find out more information about these timeframes in our Customer Complaints Policy.
We are committed to keeping you up to date on your complaint and if we cannot resolve it on the spot we will be in regular contact with you.
Step 3.
Your further options.
If you’re not happy with the outcome of your complaint, let us know and we will escalate your concerns to a Senior Leader in our business, who will endeavour to resolve the dispute quickly.
We aim to resolve your complaint within 30 days, but in some cases it may take longer. If you are unhappy with the final outcome from us, you can refer the matter 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.
