We strive to provide you with the best customer service and banking experience, but sometimes we get it wrong. That’s why we want to hear from you, our customers, to provide us valuable feedback on what we’re doing well, or what we need to improve on.
Your feedback is what will help us continue to improve our services to give our customers a better banking experience.
Speak to us in person at one of our branches.
Our complaints process is free and we manage all complaints in a fair and timely manner.
After you’ve lodged a complaint with us:
We'll aim to acknowledge your complaint within 1 business day, or as soon as practicable.
Most complaints can be resolved straight away or within days.
If further investigation is needed, we'll keep you up-to-date and advise you in writing if we cannot resolve your complaint within 21 calendar days. We’ll provide you with reasons why, an expected timeframe, and information about your right to escalate your complaint to the Australian Financial Complaints Authority.
You can also download our complaints resolution guide.
If you're unhappy with our resolution, you have a right to take your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is an external dispute resolution body. They provide a fair and independent complaint resolution service that is free for customers to access.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal address: GPO Box 3, Melbourne, VIC, 3001
If you're unhappy with the way your personal information is being handled, you can lodge a formal complaint by calling us on 1300 654 822 or emailing us at feedback@bankfirst.com.au. If you’re not satisfied with our response, you can also contact the Office of the Australian Information Commissioner.
Website: www.oaic.gov.au
Phone: 1800 931 678
Postal address: GPO Box 5218, Sydney NSW 2001
If you’re deaf, have a hearing or speech impairment, the National Relay Service can help you speak with us.
If English isn’t your first language you can use the Government’s Translator and Interpretation services, free of charge. You can access the service by calling 131 450.
This service is available in over 150 different languages. Find out how to use this service in common languages below, or visit the TIS National website.
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If you have vision impairment, you can request any of our documents to be sent to you in a large font size.
If you have trouble typing, moving a mouse or reading a screen, we recommend downloading a free website accessibility tool like Essential Accessibility. With this tool you can use voice commands, increase font sizes, use the mouse hands free, and much more.
