Who should you approach if you have a complaint about the service you have received?
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.
- Contact the representative you've been dealing with. In most cases, your grievance or complaint can be settled to your satisfaction by simply making us aware of it.
Where you have a complaint, simply contact us and ask to speak to the representative. If you don't know the name of the representative, ask to speak with the manager of the department.
- If you believe your complaint hasn't been satisfactorily resolved within five working days, ask to be referred to the Complaints Officer who will arrange for a senior officer with independent decision-making authority to review the matter for you. We will endeavour to resolve the matter and write to you within 21 working days advising the outcome of the review and the reasons for the decision.
- If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA contact details are as follows:
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
For more information about our complaints and disputes resolution procedure and your options, please read our Complaints and Disputes Resolution Guide (PDF).