BankVic will endeavour to investigate and resolve any complaint promptly, thoroughly and fairly. We have our own internal complaint handling procedure to deal with complaints or disputes you have about our products or the services we have provided to you. However if your grievance, complaint or dispute relates to a feature of an insurance policy, a claim you have made, a feature of a foreign currency or financial planning product you have acquired, we want to know but you may need to contact the Complaints Officer of the product provider. For disputes related to your Visa card transactions, please refer to our chargeback claim process.
If you’re concerned or have a complaint about the service we’ve provided to you, you should take the following steps.
If your complaint is that we have breached the Customer Owned Banking Code of Practice, you can call FOS and ask to speak with the Code Compliance Manager.
For more information about our complaints and disputes resolution procedure and your options, please read our Complaints and Disputes Resolution Guide (PDF).